We had opened a case for "Missing Items from Inbound".
The issue is one entire box from a multi-box FBA shipment is missing with a variety of FNSKUs in the box. We opened case 15355684861 requesting investigation to locate the box/items and were asked to provide proof of ownership which entails seven different FNSKUs contained in the single box. We provided that information with recent supplier invoices prior to the shipment date.
We were then told that the because there were other FBA shipments of the same FNSKUs between the date of the invoices provided and the date of the missing shipment we would need to provide invoices for proof of ownership to cover those shipments as well.
As we operate perpetual inventory, for every invoice we supply for each of the seven missing FNSKUs it would encompass more and more FBA shipments going back in a leap-frog effect. Nonetheless we provided additional invoice copies for proof of ownership covering numerous FBA shipment date ranges that were stated by the support agent.
The response was:
".....we're unable to continue our investigation because the documentation provided doesn't meet one or more of the requirements for acceptance. This case has been resolved. When you're able to provide documents that satisfy all requirements, please create a new case."
No explanation about what's wrong with the invoices or how to resolve the problem. I had asked for case escalation and it has been repeatedly ignored with the agent trying to prematurely close the case without a resolution.
I'm asking for assistance here to get the case escalated for proper review.
Thank you!
