We’ve been selling on Amazon for many years and have consistently maintained excellent metrics. We’re very familiar with the FBA process and have sent thousands of shipments over our time.
On November 8, 2024, we created shipment ID FBA18L14WNT7, which included five small FNSKUs, all packed into a single 47 lb box. Although UPS tracking shows the shipment was delivered, Amazon checked in zero of the 350 units.
We opened a case on February 24, 2025. For weeks, the only replies we received were vague messages like, “We’re still looking into it.” Finally, on March 21, Amazon acknowledged that they had, in fact, received the shipment. They said they had located 216 of the 350 units and added them to our account.
That was a good start, but we were expecting reimbursement for the 134 missing units, which cost us $3,650 based on the invoices we submitted. Instead, Amazon’s response said they wouldn’t reimburse us, citing generic label issues: something about labels being photocopied, reused, or modified. This doesn’t make sense. Amazon confirmed the box was received. They located most of the units inside...and if you do the math, the weight of the 216 found (21 lbs) plus the 134 missing (26 lbs) equals the full 47 lbs we originally sent. So clearly the shipment arrived intact.
What’s more confusing is that Amazon didn’t even say what label issue they’re claiming. Are they saying the label was photocopied? Reused? Modified? If they believe one of those occurred, why not just say so? Instead, they threw out three possibilities and left it at that...almost like we’re supposed to guess which one they’re going with. That kind of ambiguity says a lot.
For the record: the labels were completely fine. They were not photocopied, reused, or modified.
It’s not acceptable for Amazon to keep $3,650 worth of inventory without reimbursement, especially without giving us a straight answer. Every time we follow up and explain the situation (and send more proof), we get the same canned message:
“Greetings from Amazon,
We understand you’d like to further discuss this issue. However, we’ve confirmed that the information you received on 3/22/25 is correct and we won’t be reviewing it any further.”
What“information” are they referring to? No one has actually provided any details. And none of the listed “label issues” even apply.
At this point, we’re asking for this case to be escalated to someone more senior... someone who can actually take a real look at the facts. We’ve done everything right here, and we’re simply asking Amazon to do the same.
Mods, please help in getting this to the appropriate team so we can be reimbursed for the goods that we shipped to Amazon that have not been credited to our account.
Case ID 17274953781
Pinned by community manager