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Inbound shipment mysteriously disappeared
I am writing on behalf of my team and company to express our extreme frustration with the increasing issue of shipments disappearing during inbound delivery to Amazon's FBA fulfillment centers, as well as the lack of effective protections for sellers like myself who rely on the FBA service.
Here’s what happened: We shipped 13 high-value items to an Amazon fulfillment center. Our carrier successfully completed the delivery and provided us with a proof of delivery (POD) issued by Amazon. However, after the shipment was closed, the shipment content page showed that zero units were located.
Shocked by this, I immediately opened a case requesting an investigation into the inbound discrepancy. I submitted every document Amazon requested, and initially, Amazon acknowledged that the shipment was 100% lost during inbound processing. They even sent me a written response explicitly stating, "We've investigated your shipment and determined that a reimbursement is required." In that same message, I was provided with a reimbursement ID.
However, five months have passed, and neither the reimbursement amount nor the reimbursement ID has appeared in my account. After repeatedly following up, Amazon's team responded today with the following: "We are denying your reimbursement claim for this shipment because we did not receive all the expected units, as required by the FBA inventory reimbursement policy. We have no record of receiving these units."
We cannot accept this conclusion. Amazon’s own POD confirms that the shipment was delivered and handed over to the fulfillment center. If we had never shipped the items, why did Amazon initially issue a reimbursement?
Can a moderator here contact the appropriate internal team and advise what is going on???
PS: The case ID are 16618785311 and 17257594061
@Michelle_Amazon
@Glenn_Amazon
@Manny_Amazon
@Bryce_Amazon
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