We created a case 6 months ago about missing items in our Inbound shipment.

We have provided the original invoices and proof of delivery to Amazon and was partially reimbursed for the missing items. We informed them that the there are still missing units for this shipment and requested for an update on the reimbursement. Aside from that, additional missing units were encountered after we created the case and made a dispute regarding this. After several follow ups, Amazon stopped responding to us. We even created new cases to but Amazon did not provide any resolution and ignored our emails..

Could an Amazon mod assist us on this? We have several missing units for this shipment.

Hello,

Since July 2024, I have opened several cases for Missing items from inbound. After confirming me the validity of my proof of delivery documents, cases remain in pending Amazon action.

Amazon does not keep me informed of progress. The lack of communication towards me is unacceptable. I open cases but they don't answer me... Do I have to take legal action against Amazon to resolve this?

If anyone can give me some advice.

Thanks

Hi,

This issue needs to be escalated to the missing items from inbound leadership team. They need to take a closer look at this issue. Please refer to the original case 16495231331. It looks like the support from the original case stopped responding so we opened a new case (16630520051) as this issue needs further investigation and resolution. Below is the message from Bala Vignesh M:

"Please note that any further correspondence regarding this matter may not receive a reply. Thank you for your understanding."

This is regarding the Missing Items from Inbound from shipment FBA185DYWJVW. They reconciled the other SKUs/units. However, there are still 95 missing units.

Akshay from seller support team and Bala Vignesh M from the leadership team are both saying that:

"My research shows that the 95 units that you sent with shipment FBA185DYWJVW have arrived at our fulfillment center as an unexpected FNSKU when compared to your shipping plan. Unfortunately, we are unable to return the unexpected item to your inventory. Because of this, we are unable to reimburse or reconcile the discrepancies you have asked to investigate for these items.

As part of the FBA inventory reimbursement policy, you are required to send the exact items and quantities stated in your shipping plan."

We sent the exact items and quantities stated in our shipping plan so the 95 missing units that we sent with shipment FBA185DYWJVW should be reimbursed.

We attached the following proof on the original (16495231331) and new (16630520051) case:

1. Invoice - Showing that we sent the exact items and quantities stated in our shipping plan.

2. Signed BOL - Showing that the carrier (Amazon Freight LTL) counted and confirmed that they picked up a total of 561 cartons (2810 units). You can see the driver signature as well as the trailer number.

Thanks so much for your help!