We have dealt with Amazon FBA losing inbound shipments before but we have not had any problems getting reimbursed up until now

“Our research shows that the 48 units of FNSKU X00******* that you sent with shipment FBA18******* have arrived at our fulfillment center as an unexpected FNSKU when compared to your shipping plan. Unfortunately, we are unable to recover the physical inventory of the located item at this time, due to the error in shipment plan creation. We are unable to reimburse or reconcile the discrepancies you have asked to investigate for these items because of the error. “

On February 8th, we identified an inventory issue in our store and reached out to Amazon Seller Support via phone (Ticket ID: 17162237351). The problem was that both our FBM and FBA listings for the same item shared the same internal FNSKU, causing FBA orders to appear as FBM in our portal, even though the FBM stock was set to zero. Over the phone, your representative, Kimberline, advised me to set the inventory to zero, delete the listing, and then recreate it. This would resulted in a new FNSKU being generated. Because of this, the FBA amazon shipment I had sent in was unintentionally modified. I clearly asked the support rep over the phone if deleting the FBA listing was going to cause any issues and she told me to proceed with it and recreate the listing. Now, we are told we have lost 48 units of inventory because the FNSKU doesn't match. Can you please help correct this mishandling issue?

We only have one item we sell on amazon FBA and are 100% sure the correct FNSKU was in the boxes we are not sure what's going on and this is a huge cash flow issue for our business almost 10k in lost inventory amazon is refusing the acknowledge the issue

How can they claim that an incorrect FNSKU was sent in but whatever that physical inventory has been lost and they can't locate it but refuse reimbursement?

Can we get some assistance from a mod on this to escalate these cases?

Relevant Case IDS:

ID: 17417357861

ID: 17395775951

ID: 17325825821

We have recently had a very high number of FBA Inbound shipments where Amazon has lost inventory. We have not had any problems getting reimbursed in the past but recently they have come back with the same ridiculous denial reason below.

"Our research shows that the 100 units of FNSKU B0"""""""" that you sent with shipment FBA18SK0Z6JY have arrived at our fulfillment center as an unexpected FNSKU when compared to your shipping plan. Unfortunately, we are unable to recover the physical inventory of the located item at this time, due to the error in shipment plan creation. We are unable to reimburse or reconcile the discrepancies you have asked to investigate for these items because of the error."

We only have 2 SKU's and we know for 100% that the correct FNSKU was in the boxes, and we don't know what is going on with this. They have lost over 500 units this month which caused us not to have any available inventory to sell on our listing this month.

This is more than $15K worth of lost inventory and will put us in a serious cash flow crunch in the event that we have to take a loss on these units.

We did not get any kind of notification when the cartons w ere received, that any of the SKU's were mismarked or had any issues.

How can they claim that an incorrect FNSKU was sent in but whatever that physical inventory has been lost and they can't locate it but refuse reimbursement?

Can we get some assistance from a mod on this to escalate these cases?

Case IDs are:

ID 17268127471

ID 17188613781

ID 17189042301

ID 17188858361

@Seller_RSwABJNHpHnEZ

@Josh_Amazon

@Atlas_Amazon

@Seller_khUF6HPR2AHxu

Hi everyone,

I’m facing an issue with an A-to-Z claim and would appreciate any advice.

The situation:

The customer had two orders, and we shipped both successfully (tracking shows delivered).

Due to a minor delay, we communicated with the customer, offered a partial refund, and they were happy.

However, they opened an A-to-Z claim just to inquire about the package status (not realizing it would escalate).

The customer wants to withdraw the claim but is unable to do so (they’re elderly and unfamiliar with the process).

We’ve sent a free replacement as a goodwill gesture (tracking: C00HHA0560648498, delivered), and the customer confirmed they no longer need the claim.

What we’ve tried:

• Contacted Amazon Seller Support multiple times (phone + appeals).

• Provided proof of delivery, customer messages, and replacement tracking.

• Explained that the customer is willing to withdraw but doesn’t know how.

Despite our efforts, the claim remains open and is affecting our Order Defect Rate (ODR).

Has anyone dealt with a similar situation? How can we get Amazon to close this claim since the customer is satisfied and no refund is needed?

Any help would be greatly appreciated!

Thanks,

Ethan

@Seller_j9Bd91CW3ZVprHelp please.

Lately, we’ve been contacted by multiple customers who say Amazon instructed them to “reach out to the seller for an alternate resolution” because their return shipping cost is over $30. We're unclear on why this message is being sent.

When we inform customers that there isn't an alternative resolution beyond returning the item at their expense, as outlined in our return policy, they understandably become frustrated with us.

Can Amazon clarify what is meant by “alternate resolution” in these cases?

Our policy clearly states that return shipping is the customer’s responsibility. If that’s the case, why are customers being told the seller must offer other options?

Card charge (AMAZON.COM*AT1384N33) Amount: $202.04

Hello,

An amount of $202.04b has been charged on my business card. I wnat to know the details of services against which these charges have been applied.

Any one know how i can ask amaozn about these charged amount.

Best Regard

Gulfam Slamat