Massive Inbound Missing Shipment
Is anyone else seeing massive missing inbound shipments? We have ALWAYS used Amazon partner carrier and have been having a massive amount of nearly entire inbound shipments go missing. The issue with this is that they are delivered within 2 to 3 days, given our location to CLT2, but then sit around for 3 months prior to being able to open up an investigation. This is causing major supply issues for our products. We built 21 days of lead time in our supply chain to deal with the inbound shipping and receiving backlog but not 90+ days. We have since switched to Amazon freight and our shipments are now getting delivered and received within 48 hours of delivery.
This is really incredible for this much inventory to simply vanish. This is pallets and pallets of inventory, not just a few boxes. The attached two shipments were shipped to Amazon on 5 pallets. You can see the creation date and the last action date which was the date that they were received by CLT2.
Massive Inbound Missing Shipment
Is anyone else seeing massive missing inbound shipments? We have ALWAYS used Amazon partner carrier and have been having a massive amount of nearly entire inbound shipments go missing. The issue with this is that they are delivered within 2 to 3 days, given our location to CLT2, but then sit around for 3 months prior to being able to open up an investigation. This is causing major supply issues for our products. We built 21 days of lead time in our supply chain to deal with the inbound shipping and receiving backlog but not 90+ days. We have since switched to Amazon freight and our shipments are now getting delivered and received within 48 hours of delivery.
This is really incredible for this much inventory to simply vanish. This is pallets and pallets of inventory, not just a few boxes. The attached two shipments were shipped to Amazon on 5 pallets. You can see the creation date and the last action date which was the date that they were received by CLT2.
44 replies
Seller_Zw8LsZUQSH440
It’s not missing, just very slow receiving.
Seller_ATJxcmyKzHVAt
Sorry to hear that. You should consider sending more shipments with lower quantities each in the future, with reduces the risk of having massive amounts of stock in limbo a a time.
Seller_EtyfgCNlIg8g2
UPDATE
The Issue Assistance team has picked up the case and had responded back that the dockmaster has confirmed that the appointment was cancelled by Amazon’s partner carrier. So it appears that the delivery never occurred by Amazon’s partner carrier, after they picked up the merchandise on 4/4. As is typically seen, the shipment did in fact move to receiving because FC employees manually received inventory against the wrong shipping plan. This happens often as we replen weekly for numerous reason but ultimately results in many inbound shipments for the same item.
Seller_EtyfgCNlIg8g2
Update - One of the shipments has been auto closed. There is no reconciliation option on the content page as the system is claiming that the shipment was never received.
Luckily for me, the FCs made receiving mistakes on two out of the three shipments and incorrectly received inventory against them from other shipments. While most of the time, this causes a headache, in this case it may just have saved me a ton of money. When a receive event against the wrong shipping plan occurs, the status of the shipment is also updated showing that the shipment has been delivered and in receiving status. We see this from time to time when no tracking information has been entered and the shipment is still in working status. In those cases, we have to call SPS and have them manually reset the shipment back to working so the our warehouse can actually finish the prep and ship the products.
Due to the mistakes that they made, the system believes that these other two shipment were delivered as well. I do not believe that they were but in any case, the event table does show delivered, receiving status, closed. This allows us to start a reconciliation request for the inbound shipment.
These are the only three shipments in our history that have actually been lost by Amazon’s partner carrier. This is a really interesting case and one I hope can come to a quick resolution. We have tens of thousands of dollars in COGS on these three shipments.
Seller_EtyfgCNlIg8g2
UPDATE
On the shipment of 1,841 units, the case workers are stating that Amazon will not pay us for the missing inbound units because there is no record of them receiving the shipment.
I am completely dumbfounded and don’t even know where to begin.
I provided all the information to Amazon to include the stamped and signed BOL and the delivery confirmation from THEIR carrier. This is an Amazon partner carrier shipment (I purchased the postage through Amazon) and the carrier is showing that they delivered it. The case workers claim otherwise and are stating that we will not be refunded.
I have never experienced this in all the years of selling on Amazon. I am completed dumbfounded when the reimbursement policy is extremely clear.
Has anyone else experienced this? If this is the new normal, I need to rethink FBA. We are an 8 figure seller and send millions of dollars worth of product to Amazon but if this continues, we will be financially ruined.
How much more proof do they need?
Hopefully a MOD will see this and step in as this is far from the correct application of the Amazon reimbursement policy.
Seller_EtyfgCNlIg8g2
7/8/2022 Update
No further movement from the team. Both SPS and SAS Core are stating that the case was addressed as per the standard operating procedures and they have confirmed that there will be no refund.
Is it time to get legal involved? We followed all instructions as per the Amazon guidelines and the promise of protection on their end is not being upheld. The policy is clear and we are simply asking for them to follow THEIR policy.
Seller_EtyfgCNlIg8g2
I have spent hours on the phone today with Amazon and with the carrier. I did get ahold of the terminal that made the delivery and they are stating that they 100% delivered the pallets to Amazon. They also sent me a “Delivery Receipt Manifest” with a signature. I provided that back to Amazon and I am getting the same exact response as previously.
.
.
.
Hello from Amazon Selling Partner Support,
Thank you for your response. Amazon has no evidence the units were received by our fulfillment center and will not issue a reimbursement for these items at this time.
The signature on the bill of lading (BOL) is a confirmation that the shipment described by the carrier has been delivered to Amazon. The contents of the shipment are not inspected at the time of the signature. Therefore, it is not a representation of the quantity or condition of the units contained within the shipment.
We have conducted a search to locate the inventory across our network and did not find excess inventory for your SKU, nor in similar SKUs or quantities. If the shipment is received at a later date, and there are quantity issues identified within the shipment, you may contact us for a resolution.
To help us continually improve, we ask that you take a moment to complete our survey below to tell us about your experience with this specific interaction.
.
.
.
Essentially, they are now saying that they received the pallet but there was nothing on it. It was completely empty. Not one single unit.
Who has experience with arbitration?
Seller_EtyfgCNlIg8g2
UPDATE…
Can anyone explain how Amazon is unable to confirm our eligibility for replacement or reimbursement of these units? Either we shipped with a partner carrier or we did not. Either the weight of the pallet as measured by the partner carrier was correct and consistent with the products that we shipped or not. The reimbursement policy is black and white text. There is no grey area there.
The best part about this is that the “partner carrier” (Estes) already sent us the delivery manifest. Amazon’s FC 100% got the delivery of the pallet. There is no question there as they signed for it. What is interesting is that the shipment status was never updated as DELIVERED. When this happens, and after 90 days elapses, the reconciliation tap never appears to reconcile a shipment.
Is this a new way that is being used to avoid paying for entire shipments?
This is beyond unbelieve.
Hello from Fulfillment by Amazon,
On 05/30/2022, you filed a claim for reimbursement for 1,834 units from Shipment ID: FBAXXXXXXX654, which you described as lost by Amazon or a carrier. We researched your claim, and on 07/05/2022 we requested you wait for shipment eligibility using the Shipment Summary Reconcile tab. On 07/06/2022, we notified you that based on the information available to us, we were unable to confirm your eligibility for replacement or reimbursement of these units under the FBA lost and damaged inventory policy.
After our last communication with you on 07/13/2022, you appealed to us to consider additional information that you provided. In response to your appeal, we compared the information you sent to us with the pickup date, delivery date, and parcel counts stated on the delivery documents provided for this shipment. In addition, we searched our systems to confirm that the units described in your claim were not located elsewhere in our network. We found no record of these units being received at, or present in, any of our facilities.
Because your claim does not meet one or more of the eligibility requirements for replacement or reimbursement under the FBA lost and damaged inventory policy, you are not eligible to receive a replacement or reimbursement from Amazon for the units listed in your claim.
This concludes our investigation of this matter. Additional appeals related to this claim will not be considered. We appreciate your patience and understanding throughout this process.
Thank you for selling with Amazon,
Douglas G.
Amazon.com Seller Support
Fred_Amazon
@GameChanger19 - I see you are having an ongoing issue with this shipment. Would it be okay if I escalated this on your behalf?
Seller_EtyfgCNlIg8g2
Update from SAS Core:
Hello,
Thank you for the correspondence, we have been discussing the reconciliation further since the case was created, I have provided all resources available internally, as I have mentioned in previous correspondences the process followed and the conclusion of the reconciliation were determined correct based on the instructions of the Financial Team, please take into consideration that the shipment was escalated to the final line of support. As we have no further investigation to perform on this shipment I will resolve this case.
To help us continually improve, we ask that you take a moment to complete our survey below to tell us about your experience with this specific interaction.
Were you satisfied with the support provided?
The Amazon FBA reimbursement policy is clear. The premise behind purchasing the inbound shipment postage through Amazon is PROTECTION / COVERAGE. We are not only being denied this coverage but we are not even being given a reason of why the Amazon policy is being disregarded. This goes against everything a partnership stands for. The shipment was accepted by your carrier, weighed and measured by your carrier, and delivered by your carrier. If the contents are missing, that is and should NOT be our responsibility. To state that nothing but an empty pallet arrived at the FC is ludicrous. Come on Amazon. Do the right thing and follow YOUR policy.
Massive Inbound Missing Shipment
Is anyone else seeing massive missing inbound shipments? We have ALWAYS used Amazon partner carrier and have been having a massive amount of nearly entire inbound shipments go missing. The issue with this is that they are delivered within 2 to 3 days, given our location to CLT2, but then sit around for 3 months prior to being able to open up an investigation. This is causing major supply issues for our products. We built 21 days of lead time in our supply chain to deal with the inbound shipping and receiving backlog but not 90+ days. We have since switched to Amazon freight and our shipments are now getting delivered and received within 48 hours of delivery.
This is really incredible for this much inventory to simply vanish. This is pallets and pallets of inventory, not just a few boxes. The attached two shipments were shipped to Amazon on 5 pallets. You can see the creation date and the last action date which was the date that they were received by CLT2.
Massive Inbound Missing Shipment
Is anyone else seeing massive missing inbound shipments? We have ALWAYS used Amazon partner carrier and have been having a massive amount of nearly entire inbound shipments go missing. The issue with this is that they are delivered within 2 to 3 days, given our location to CLT2, but then sit around for 3 months prior to being able to open up an investigation. This is causing major supply issues for our products. We built 21 days of lead time in our supply chain to deal with the inbound shipping and receiving backlog but not 90+ days. We have since switched to Amazon freight and our shipments are now getting delivered and received within 48 hours of delivery.
This is really incredible for this much inventory to simply vanish. This is pallets and pallets of inventory, not just a few boxes. The attached two shipments were shipped to Amazon on 5 pallets. You can see the creation date and the last action date which was the date that they were received by CLT2.
Massive Inbound Missing Shipment
Is anyone else seeing massive missing inbound shipments? We have ALWAYS used Amazon partner carrier and have been having a massive amount of nearly entire inbound shipments go missing. The issue with this is that they are delivered within 2 to 3 days, given our location to CLT2, but then sit around for 3 months prior to being able to open up an investigation. This is causing major supply issues for our products. We built 21 days of lead time in our supply chain to deal with the inbound shipping and receiving backlog but not 90+ days. We have since switched to Amazon freight and our shipments are now getting delivered and received within 48 hours of delivery.
This is really incredible for this much inventory to simply vanish. This is pallets and pallets of inventory, not just a few boxes. The attached two shipments were shipped to Amazon on 5 pallets. You can see the creation date and the last action date which was the date that they were received by CLT2.
44 replies
44 replies
Seller_Zw8LsZUQSH440
It’s not missing, just very slow receiving.
Seller_ATJxcmyKzHVAt
Sorry to hear that. You should consider sending more shipments with lower quantities each in the future, with reduces the risk of having massive amounts of stock in limbo a a time.
Seller_EtyfgCNlIg8g2
UPDATE
The Issue Assistance team has picked up the case and had responded back that the dockmaster has confirmed that the appointment was cancelled by Amazon’s partner carrier. So it appears that the delivery never occurred by Amazon’s partner carrier, after they picked up the merchandise on 4/4. As is typically seen, the shipment did in fact move to receiving because FC employees manually received inventory against the wrong shipping plan. This happens often as we replen weekly for numerous reason but ultimately results in many inbound shipments for the same item.
Seller_EtyfgCNlIg8g2
Update - One of the shipments has been auto closed. There is no reconciliation option on the content page as the system is claiming that the shipment was never received.
Luckily for me, the FCs made receiving mistakes on two out of the three shipments and incorrectly received inventory against them from other shipments. While most of the time, this causes a headache, in this case it may just have saved me a ton of money. When a receive event against the wrong shipping plan occurs, the status of the shipment is also updated showing that the shipment has been delivered and in receiving status. We see this from time to time when no tracking information has been entered and the shipment is still in working status. In those cases, we have to call SPS and have them manually reset the shipment back to working so the our warehouse can actually finish the prep and ship the products.
Due to the mistakes that they made, the system believes that these other two shipment were delivered as well. I do not believe that they were but in any case, the event table does show delivered, receiving status, closed. This allows us to start a reconciliation request for the inbound shipment.
These are the only three shipments in our history that have actually been lost by Amazon’s partner carrier. This is a really interesting case and one I hope can come to a quick resolution. We have tens of thousands of dollars in COGS on these three shipments.
Seller_EtyfgCNlIg8g2
UPDATE
On the shipment of 1,841 units, the case workers are stating that Amazon will not pay us for the missing inbound units because there is no record of them receiving the shipment.
I am completely dumbfounded and don’t even know where to begin.
I provided all the information to Amazon to include the stamped and signed BOL and the delivery confirmation from THEIR carrier. This is an Amazon partner carrier shipment (I purchased the postage through Amazon) and the carrier is showing that they delivered it. The case workers claim otherwise and are stating that we will not be refunded.
I have never experienced this in all the years of selling on Amazon. I am completed dumbfounded when the reimbursement policy is extremely clear.
Has anyone else experienced this? If this is the new normal, I need to rethink FBA. We are an 8 figure seller and send millions of dollars worth of product to Amazon but if this continues, we will be financially ruined.
How much more proof do they need?
Hopefully a MOD will see this and step in as this is far from the correct application of the Amazon reimbursement policy.
Seller_EtyfgCNlIg8g2
7/8/2022 Update
No further movement from the team. Both SPS and SAS Core are stating that the case was addressed as per the standard operating procedures and they have confirmed that there will be no refund.
Is it time to get legal involved? We followed all instructions as per the Amazon guidelines and the promise of protection on their end is not being upheld. The policy is clear and we are simply asking for them to follow THEIR policy.
Seller_EtyfgCNlIg8g2
I have spent hours on the phone today with Amazon and with the carrier. I did get ahold of the terminal that made the delivery and they are stating that they 100% delivered the pallets to Amazon. They also sent me a “Delivery Receipt Manifest” with a signature. I provided that back to Amazon and I am getting the same exact response as previously.
.
.
.
Hello from Amazon Selling Partner Support,
Thank you for your response. Amazon has no evidence the units were received by our fulfillment center and will not issue a reimbursement for these items at this time.
The signature on the bill of lading (BOL) is a confirmation that the shipment described by the carrier has been delivered to Amazon. The contents of the shipment are not inspected at the time of the signature. Therefore, it is not a representation of the quantity or condition of the units contained within the shipment.
We have conducted a search to locate the inventory across our network and did not find excess inventory for your SKU, nor in similar SKUs or quantities. If the shipment is received at a later date, and there are quantity issues identified within the shipment, you may contact us for a resolution.
To help us continually improve, we ask that you take a moment to complete our survey below to tell us about your experience with this specific interaction.
.
.
.
Essentially, they are now saying that they received the pallet but there was nothing on it. It was completely empty. Not one single unit.
Who has experience with arbitration?
Seller_EtyfgCNlIg8g2
UPDATE…
Can anyone explain how Amazon is unable to confirm our eligibility for replacement or reimbursement of these units? Either we shipped with a partner carrier or we did not. Either the weight of the pallet as measured by the partner carrier was correct and consistent with the products that we shipped or not. The reimbursement policy is black and white text. There is no grey area there.
The best part about this is that the “partner carrier” (Estes) already sent us the delivery manifest. Amazon’s FC 100% got the delivery of the pallet. There is no question there as they signed for it. What is interesting is that the shipment status was never updated as DELIVERED. When this happens, and after 90 days elapses, the reconciliation tap never appears to reconcile a shipment.
Is this a new way that is being used to avoid paying for entire shipments?
This is beyond unbelieve.
Hello from Fulfillment by Amazon,
On 05/30/2022, you filed a claim for reimbursement for 1,834 units from Shipment ID: FBAXXXXXXX654, which you described as lost by Amazon or a carrier. We researched your claim, and on 07/05/2022 we requested you wait for shipment eligibility using the Shipment Summary Reconcile tab. On 07/06/2022, we notified you that based on the information available to us, we were unable to confirm your eligibility for replacement or reimbursement of these units under the FBA lost and damaged inventory policy.
After our last communication with you on 07/13/2022, you appealed to us to consider additional information that you provided. In response to your appeal, we compared the information you sent to us with the pickup date, delivery date, and parcel counts stated on the delivery documents provided for this shipment. In addition, we searched our systems to confirm that the units described in your claim were not located elsewhere in our network. We found no record of these units being received at, or present in, any of our facilities.
Because your claim does not meet one or more of the eligibility requirements for replacement or reimbursement under the FBA lost and damaged inventory policy, you are not eligible to receive a replacement or reimbursement from Amazon for the units listed in your claim.
This concludes our investigation of this matter. Additional appeals related to this claim will not be considered. We appreciate your patience and understanding throughout this process.
Thank you for selling with Amazon,
Douglas G.
Amazon.com Seller Support
Fred_Amazon
@GameChanger19 - I see you are having an ongoing issue with this shipment. Would it be okay if I escalated this on your behalf?
Seller_EtyfgCNlIg8g2
Update from SAS Core:
Hello,
Thank you for the correspondence, we have been discussing the reconciliation further since the case was created, I have provided all resources available internally, as I have mentioned in previous correspondences the process followed and the conclusion of the reconciliation were determined correct based on the instructions of the Financial Team, please take into consideration that the shipment was escalated to the final line of support. As we have no further investigation to perform on this shipment I will resolve this case.
To help us continually improve, we ask that you take a moment to complete our survey below to tell us about your experience with this specific interaction.
Were you satisfied with the support provided?
The Amazon FBA reimbursement policy is clear. The premise behind purchasing the inbound shipment postage through Amazon is PROTECTION / COVERAGE. We are not only being denied this coverage but we are not even being given a reason of why the Amazon policy is being disregarded. This goes against everything a partnership stands for. The shipment was accepted by your carrier, weighed and measured by your carrier, and delivered by your carrier. If the contents are missing, that is and should NOT be our responsibility. To state that nothing but an empty pallet arrived at the FC is ludicrous. Come on Amazon. Do the right thing and follow YOUR policy.
Seller_Zw8LsZUQSH440
It’s not missing, just very slow receiving.
Seller_Zw8LsZUQSH440
It’s not missing, just very slow receiving.
Seller_ATJxcmyKzHVAt
Sorry to hear that. You should consider sending more shipments with lower quantities each in the future, with reduces the risk of having massive amounts of stock in limbo a a time.
Seller_ATJxcmyKzHVAt
Sorry to hear that. You should consider sending more shipments with lower quantities each in the future, with reduces the risk of having massive amounts of stock in limbo a a time.
Seller_EtyfgCNlIg8g2
UPDATE
The Issue Assistance team has picked up the case and had responded back that the dockmaster has confirmed that the appointment was cancelled by Amazon’s partner carrier. So it appears that the delivery never occurred by Amazon’s partner carrier, after they picked up the merchandise on 4/4. As is typically seen, the shipment did in fact move to receiving because FC employees manually received inventory against the wrong shipping plan. This happens often as we replen weekly for numerous reason but ultimately results in many inbound shipments for the same item.
Seller_EtyfgCNlIg8g2
UPDATE
The Issue Assistance team has picked up the case and had responded back that the dockmaster has confirmed that the appointment was cancelled by Amazon’s partner carrier. So it appears that the delivery never occurred by Amazon’s partner carrier, after they picked up the merchandise on 4/4. As is typically seen, the shipment did in fact move to receiving because FC employees manually received inventory against the wrong shipping plan. This happens often as we replen weekly for numerous reason but ultimately results in many inbound shipments for the same item.
Seller_EtyfgCNlIg8g2
Update - One of the shipments has been auto closed. There is no reconciliation option on the content page as the system is claiming that the shipment was never received.
Luckily for me, the FCs made receiving mistakes on two out of the three shipments and incorrectly received inventory against them from other shipments. While most of the time, this causes a headache, in this case it may just have saved me a ton of money. When a receive event against the wrong shipping plan occurs, the status of the shipment is also updated showing that the shipment has been delivered and in receiving status. We see this from time to time when no tracking information has been entered and the shipment is still in working status. In those cases, we have to call SPS and have them manually reset the shipment back to working so the our warehouse can actually finish the prep and ship the products.
Due to the mistakes that they made, the system believes that these other two shipment were delivered as well. I do not believe that they were but in any case, the event table does show delivered, receiving status, closed. This allows us to start a reconciliation request for the inbound shipment.
These are the only three shipments in our history that have actually been lost by Amazon’s partner carrier. This is a really interesting case and one I hope can come to a quick resolution. We have tens of thousands of dollars in COGS on these three shipments.
Seller_EtyfgCNlIg8g2
Update - One of the shipments has been auto closed. There is no reconciliation option on the content page as the system is claiming that the shipment was never received.
Luckily for me, the FCs made receiving mistakes on two out of the three shipments and incorrectly received inventory against them from other shipments. While most of the time, this causes a headache, in this case it may just have saved me a ton of money. When a receive event against the wrong shipping plan occurs, the status of the shipment is also updated showing that the shipment has been delivered and in receiving status. We see this from time to time when no tracking information has been entered and the shipment is still in working status. In those cases, we have to call SPS and have them manually reset the shipment back to working so the our warehouse can actually finish the prep and ship the products.
Due to the mistakes that they made, the system believes that these other two shipment were delivered as well. I do not believe that they were but in any case, the event table does show delivered, receiving status, closed. This allows us to start a reconciliation request for the inbound shipment.
These are the only three shipments in our history that have actually been lost by Amazon’s partner carrier. This is a really interesting case and one I hope can come to a quick resolution. We have tens of thousands of dollars in COGS on these three shipments.
Seller_EtyfgCNlIg8g2
UPDATE
On the shipment of 1,841 units, the case workers are stating that Amazon will not pay us for the missing inbound units because there is no record of them receiving the shipment.
I am completely dumbfounded and don’t even know where to begin.
I provided all the information to Amazon to include the stamped and signed BOL and the delivery confirmation from THEIR carrier. This is an Amazon partner carrier shipment (I purchased the postage through Amazon) and the carrier is showing that they delivered it. The case workers claim otherwise and are stating that we will not be refunded.
I have never experienced this in all the years of selling on Amazon. I am completed dumbfounded when the reimbursement policy is extremely clear.
Has anyone else experienced this? If this is the new normal, I need to rethink FBA. We are an 8 figure seller and send millions of dollars worth of product to Amazon but if this continues, we will be financially ruined.
How much more proof do they need?
Hopefully a MOD will see this and step in as this is far from the correct application of the Amazon reimbursement policy.
Seller_EtyfgCNlIg8g2
UPDATE
On the shipment of 1,841 units, the case workers are stating that Amazon will not pay us for the missing inbound units because there is no record of them receiving the shipment.
I am completely dumbfounded and don’t even know where to begin.
I provided all the information to Amazon to include the stamped and signed BOL and the delivery confirmation from THEIR carrier. This is an Amazon partner carrier shipment (I purchased the postage through Amazon) and the carrier is showing that they delivered it. The case workers claim otherwise and are stating that we will not be refunded.
I have never experienced this in all the years of selling on Amazon. I am completed dumbfounded when the reimbursement policy is extremely clear.
Has anyone else experienced this? If this is the new normal, I need to rethink FBA. We are an 8 figure seller and send millions of dollars worth of product to Amazon but if this continues, we will be financially ruined.
How much more proof do they need?
Hopefully a MOD will see this and step in as this is far from the correct application of the Amazon reimbursement policy.
Seller_EtyfgCNlIg8g2
7/8/2022 Update
No further movement from the team. Both SPS and SAS Core are stating that the case was addressed as per the standard operating procedures and they have confirmed that there will be no refund.
Is it time to get legal involved? We followed all instructions as per the Amazon guidelines and the promise of protection on their end is not being upheld. The policy is clear and we are simply asking for them to follow THEIR policy.
Seller_EtyfgCNlIg8g2
7/8/2022 Update
No further movement from the team. Both SPS and SAS Core are stating that the case was addressed as per the standard operating procedures and they have confirmed that there will be no refund.
Is it time to get legal involved? We followed all instructions as per the Amazon guidelines and the promise of protection on their end is not being upheld. The policy is clear and we are simply asking for them to follow THEIR policy.
Seller_EtyfgCNlIg8g2
I have spent hours on the phone today with Amazon and with the carrier. I did get ahold of the terminal that made the delivery and they are stating that they 100% delivered the pallets to Amazon. They also sent me a “Delivery Receipt Manifest” with a signature. I provided that back to Amazon and I am getting the same exact response as previously.
.
.
.
Hello from Amazon Selling Partner Support,
Thank you for your response. Amazon has no evidence the units were received by our fulfillment center and will not issue a reimbursement for these items at this time.
The signature on the bill of lading (BOL) is a confirmation that the shipment described by the carrier has been delivered to Amazon. The contents of the shipment are not inspected at the time of the signature. Therefore, it is not a representation of the quantity or condition of the units contained within the shipment.
We have conducted a search to locate the inventory across our network and did not find excess inventory for your SKU, nor in similar SKUs or quantities. If the shipment is received at a later date, and there are quantity issues identified within the shipment, you may contact us for a resolution.
To help us continually improve, we ask that you take a moment to complete our survey below to tell us about your experience with this specific interaction.
.
.
.
Essentially, they are now saying that they received the pallet but there was nothing on it. It was completely empty. Not one single unit.
Who has experience with arbitration?
Seller_EtyfgCNlIg8g2
I have spent hours on the phone today with Amazon and with the carrier. I did get ahold of the terminal that made the delivery and they are stating that they 100% delivered the pallets to Amazon. They also sent me a “Delivery Receipt Manifest” with a signature. I provided that back to Amazon and I am getting the same exact response as previously.
.
.
.
Hello from Amazon Selling Partner Support,
Thank you for your response. Amazon has no evidence the units were received by our fulfillment center and will not issue a reimbursement for these items at this time.
The signature on the bill of lading (BOL) is a confirmation that the shipment described by the carrier has been delivered to Amazon. The contents of the shipment are not inspected at the time of the signature. Therefore, it is not a representation of the quantity or condition of the units contained within the shipment.
We have conducted a search to locate the inventory across our network and did not find excess inventory for your SKU, nor in similar SKUs or quantities. If the shipment is received at a later date, and there are quantity issues identified within the shipment, you may contact us for a resolution.
To help us continually improve, we ask that you take a moment to complete our survey below to tell us about your experience with this specific interaction.
.
.
.
Essentially, they are now saying that they received the pallet but there was nothing on it. It was completely empty. Not one single unit.
Who has experience with arbitration?
Seller_EtyfgCNlIg8g2
UPDATE…
Can anyone explain how Amazon is unable to confirm our eligibility for replacement or reimbursement of these units? Either we shipped with a partner carrier or we did not. Either the weight of the pallet as measured by the partner carrier was correct and consistent with the products that we shipped or not. The reimbursement policy is black and white text. There is no grey area there.
The best part about this is that the “partner carrier” (Estes) already sent us the delivery manifest. Amazon’s FC 100% got the delivery of the pallet. There is no question there as they signed for it. What is interesting is that the shipment status was never updated as DELIVERED. When this happens, and after 90 days elapses, the reconciliation tap never appears to reconcile a shipment.
Is this a new way that is being used to avoid paying for entire shipments?
This is beyond unbelieve.
Hello from Fulfillment by Amazon,
On 05/30/2022, you filed a claim for reimbursement for 1,834 units from Shipment ID: FBAXXXXXXX654, which you described as lost by Amazon or a carrier. We researched your claim, and on 07/05/2022 we requested you wait for shipment eligibility using the Shipment Summary Reconcile tab. On 07/06/2022, we notified you that based on the information available to us, we were unable to confirm your eligibility for replacement or reimbursement of these units under the FBA lost and damaged inventory policy.
After our last communication with you on 07/13/2022, you appealed to us to consider additional information that you provided. In response to your appeal, we compared the information you sent to us with the pickup date, delivery date, and parcel counts stated on the delivery documents provided for this shipment. In addition, we searched our systems to confirm that the units described in your claim were not located elsewhere in our network. We found no record of these units being received at, or present in, any of our facilities.
Because your claim does not meet one or more of the eligibility requirements for replacement or reimbursement under the FBA lost and damaged inventory policy, you are not eligible to receive a replacement or reimbursement from Amazon for the units listed in your claim.
This concludes our investigation of this matter. Additional appeals related to this claim will not be considered. We appreciate your patience and understanding throughout this process.
Thank you for selling with Amazon,
Douglas G.
Amazon.com Seller Support
Seller_EtyfgCNlIg8g2
UPDATE…
Can anyone explain how Amazon is unable to confirm our eligibility for replacement or reimbursement of these units? Either we shipped with a partner carrier or we did not. Either the weight of the pallet as measured by the partner carrier was correct and consistent with the products that we shipped or not. The reimbursement policy is black and white text. There is no grey area there.
The best part about this is that the “partner carrier” (Estes) already sent us the delivery manifest. Amazon’s FC 100% got the delivery of the pallet. There is no question there as they signed for it. What is interesting is that the shipment status was never updated as DELIVERED. When this happens, and after 90 days elapses, the reconciliation tap never appears to reconcile a shipment.
Is this a new way that is being used to avoid paying for entire shipments?
This is beyond unbelieve.
Hello from Fulfillment by Amazon,
On 05/30/2022, you filed a claim for reimbursement for 1,834 units from Shipment ID: FBAXXXXXXX654, which you described as lost by Amazon or a carrier. We researched your claim, and on 07/05/2022 we requested you wait for shipment eligibility using the Shipment Summary Reconcile tab. On 07/06/2022, we notified you that based on the information available to us, we were unable to confirm your eligibility for replacement or reimbursement of these units under the FBA lost and damaged inventory policy.
After our last communication with you on 07/13/2022, you appealed to us to consider additional information that you provided. In response to your appeal, we compared the information you sent to us with the pickup date, delivery date, and parcel counts stated on the delivery documents provided for this shipment. In addition, we searched our systems to confirm that the units described in your claim were not located elsewhere in our network. We found no record of these units being received at, or present in, any of our facilities.
Because your claim does not meet one or more of the eligibility requirements for replacement or reimbursement under the FBA lost and damaged inventory policy, you are not eligible to receive a replacement or reimbursement from Amazon for the units listed in your claim.
This concludes our investigation of this matter. Additional appeals related to this claim will not be considered. We appreciate your patience and understanding throughout this process.
Thank you for selling with Amazon,
Douglas G.
Amazon.com Seller Support
Fred_Amazon
@GameChanger19 - I see you are having an ongoing issue with this shipment. Would it be okay if I escalated this on your behalf?
Fred_Amazon
@GameChanger19 - I see you are having an ongoing issue with this shipment. Would it be okay if I escalated this on your behalf?
Seller_EtyfgCNlIg8g2
Update from SAS Core:
Hello,
Thank you for the correspondence, we have been discussing the reconciliation further since the case was created, I have provided all resources available internally, as I have mentioned in previous correspondences the process followed and the conclusion of the reconciliation were determined correct based on the instructions of the Financial Team, please take into consideration that the shipment was escalated to the final line of support. As we have no further investigation to perform on this shipment I will resolve this case.
To help us continually improve, we ask that you take a moment to complete our survey below to tell us about your experience with this specific interaction.
Were you satisfied with the support provided?
The Amazon FBA reimbursement policy is clear. The premise behind purchasing the inbound shipment postage through Amazon is PROTECTION / COVERAGE. We are not only being denied this coverage but we are not even being given a reason of why the Amazon policy is being disregarded. This goes against everything a partnership stands for. The shipment was accepted by your carrier, weighed and measured by your carrier, and delivered by your carrier. If the contents are missing, that is and should NOT be our responsibility. To state that nothing but an empty pallet arrived at the FC is ludicrous. Come on Amazon. Do the right thing and follow YOUR policy.
Seller_EtyfgCNlIg8g2
Update from SAS Core:
Hello,
Thank you for the correspondence, we have been discussing the reconciliation further since the case was created, I have provided all resources available internally, as I have mentioned in previous correspondences the process followed and the conclusion of the reconciliation were determined correct based on the instructions of the Financial Team, please take into consideration that the shipment was escalated to the final line of support. As we have no further investigation to perform on this shipment I will resolve this case.
To help us continually improve, we ask that you take a moment to complete our survey below to tell us about your experience with this specific interaction.
Were you satisfied with the support provided?
The Amazon FBA reimbursement policy is clear. The premise behind purchasing the inbound shipment postage through Amazon is PROTECTION / COVERAGE. We are not only being denied this coverage but we are not even being given a reason of why the Amazon policy is being disregarded. This goes against everything a partnership stands for. The shipment was accepted by your carrier, weighed and measured by your carrier, and delivered by your carrier. If the contents are missing, that is and should NOT be our responsibility. To state that nothing but an empty pallet arrived at the FC is ludicrous. Come on Amazon. Do the right thing and follow YOUR policy.
