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What does "general adjustment" mean in a scenario where a refund is issued. is it even worth fighting in a safe-t claim?

Hello @Seller_FJwyF3iu5qxUY

If you could please help me with this order. I reviewed the information you provided regarding Buy Shipping Services, but it seems only you know the parameters surrounding protected shipments qualifications.

Order ID: 112-1592234-0891413 Issue: Package didn't arrive

Order Summary:

Ship by: Fri, Nov 29, 2024 PST

Deliver by: Wed, Dec 4, 2024 PST to Fri, Dec 6, 2024 PST

Purchase date: Wed, Nov 27, 2024, 1:29 PM PST

Shipping service: Free Economy

Delivery Information:

Fri, Nov 29, 2024, 11:18 AM PST: Package left the shipper facility

Fri, Nov 29, 2024, 11:15 PM PST: Package arrived at a carrier facility (First Scan)

Wed, Dec 4, 2024, 7:00 AM PST: Package is out for delivery.

Wed, Dec 4, 2024, 11:15 AM PST: Package delivered.

USPS Tracking number: 9300120111412137784041

This item was shipped and delivered on time using an Amazon BUY SHIPPING label. Therefore, since this is a claim related to a "package not received," if a refund is granted, then according to Amazon BUY SHIPPING policy, Amazon will cover the cost of the refund with no impact on the seller's account.

@Joey_Amazon

The decision made after providing all the evidence to Amazon's Customer Team was:

Why is this happening? The customer reported an issue with delivery. In this case, the tracking information indicates delivered, but the customer did not receive the package. Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate, but will debit your account for the amount of $32.07.

@Joey_Amazon, could you help me understand how I can provide proof of on-time delivery, tracking information, use a BUY SHIPPING label, and meet all of BUY SHIPPING criteria, yet I am not protected against claims that the BUY SHIPPING label offers?

I am writing this post with a heavy heart, seeking support and guidance from this vibrant community. I have encountered a frustrating situation with Amazon's reimbursement policy. I mentioned this in my last post.

Recently, I submitted a reimbursement claim for a shipment that was partially lost in Amazon's warehouse. To support my claim, I provided Amazon with a signed Bill of Lading (BOL) from their warehouse, which confirmed delivery to Amazon's fulfillment center. Additionally, I submitted a screenshot of the expected quantity from the AMAZON Carrier Central system.

Despite having this signed proof of delivery, Amazon denied my reimbursement claim, stating that they did not receive all the expected units as required by the FBA inventory reimbursement policy. They further mentioned that the BOL only confirms delivery at their fulfillment center and not the exact items and quantities stated in our shipping plan.

This response leaves me utterly confused and disappointed. The signature on the BOL is a crucial acknowledgment from Amazon's warehouse that they have received the goods. It is not just a mere delivery confirmation but a verification of the goods' quantity and condition upon arrival.

I cannot fathom why Amazon would sign the BOL if they did not conduct a basic verification of the goods. Is Amazon's signing process so casual that it doesn't require any confirmation of the received quantity? If so, what is the purpose of having a signed BOL in place? Could an empty truck also receive the same signed confirmation?

Furthermore, I would like to inquire which document can prove that the goods were delivered in full to Amazon's warehouse. When my logistics provider asks me what documents I need, and I can only say “I don't know too”. Because I am unsure which document is required. Of course I asked Amazon Seller Services this question, but they never answered.

In the case, when I asked these questions I mentioned above, only a minute later, I received a copy-and-paste response with no punctuation changes. I wonder if they even read my reply. Whatever I send after that, it's the same response, Ultra-efficient one-minute response. I think they forcibly closed the case.

And now I'm at a dead end.I would greatly appreciate any support and guidance from this community.

Please help. I am having an issue as my account has been deactivated for request of bank verification. Every time I submit the bank account and deposit method info it just takes me back to the credit card info page. It has been like this for 3 weeks now and no matter how many times I update the info and click the verification link in account health the account never gets reactivated. Its the same never-ending loop over and over. Thank you

shipment ID FBA18LLPR6J0

was received but updated in the inventory and not showing in the reserved also, Shipment is even closed, Case ID 16797893361, Called many times to support but no result so far,

I was told on Dec 7 if items didnt update the status, it will be eligible for investigation on Dec 9, Nothing updated, all Stock is missing, Shipment is even marked closed.

Support said its in Internal transfer but now its about 12 days, and shipment is even marked closed even after receiving, Is there anyone who can help?

@Dominic_Amazon

Good Evening,

Looking for assistance on getting my section 3 violation escalated as I seem to be receiving auto responses. Original response from Amazon….

As discussed, I understand you needed assistance with your account reactivation.

We cannot accept the invoice that you provided because we are unable to verify the supplier.

How can I reactivate my account?

You can reactivate your account by sending us the following required documents and information from your supplier's supplier:

- Copies of invoices, receipts, contracts, delivery orders, or authorization letters from your supplier's supplier that were issued in the last 365 days.

- If you are not the brand owner, provide an authorization letter and a complete set of documentation to prove a valid supply chain.

- If you are the brand owner, provide a copy of the brand registration certificate, and business license or personal identity card.

The documents must include the following information:

- Contact information for your supplier's supplier, including name, phone number, address, email, and website.

- A description of the item.

Your supplier or supplier's supplier should have a strong web presence that can be verified through government sources, such as a business or tax registration number, if applicable, or other credible third-party sources such as official brand websites or business directories.

You can only send PDF, JPEG, PNG, or GIF files. These documents must be authentic and unaltered. You may remove pricing information, but the rest of the document must be visible. To help with our assessment, you may highlight or circle the ASINs under review.

B097Z5387H

I have submitted invoice form an authorized distributor for Thorne. Authorization letter from distributors. And still have yet to get any response besides “unable to verify” looking for assistance. I truly enjoy selling on Amazon and have pivoted from purchasing from AD and brand direct. Looking for another chance

The use of AI, the fact that there are no phones apparently that connect to the internal specialists (I suppose they need absolute silence to concentrate) and the repeated requests for the same information again and again because every time a new person addresses the same issue and doesnt read the previous messages is getting old. Anyone actally go to an amazon location in person and demand to see someone who can help and not leave until they do?

I dropped off two packages at a FedEx store on December 15. The packages were supposed to be shipped to Florida and Utah, but they were marked as delivered to the city where I dropped them off just three hours after I handed them over.

I initially hoped that this was a mis-scan and that the tracking information would update once the packages reached their destination facilities. However, it has been a week with no updates to the tracking information. I contacted FedEx, but they were unable to provide a solution for this issue.

As a result, I had to resend the packages to these customers at my own expense. I tried to file a claim on Fedex website, but they say only the company that shipped the packages can file a claim on it. I bought the shipping labels through Amazon, the account is owned by Amazon.

Could you please advise on how I can obtain a refund for the shipping labels and reimbursement for the lost products? CASE ID 16887927771