Inventory lost at the warehouse, they won`t refund me
Hi there,
-On the 2nd of February, I sent 10 boxes to the Amazon Fulfillment Centre in Rugby, BHX5, containing 60 units.
-Nothing till the 5th of March. On that day, they manage to find 16 Units of the 60 I sent.
I start to complain, because of the loss of earnings and the time they are making me lose, but they are not able to investigate, because it hasn`t been 45 days yet, of course!
-The 17th of March they finally open an investigation and confirm that they have received only 16 units.
Fortunately, I have proof of delivery, stamped by Amazon, that confirms everything I say. I even sent them the purchase invoice, but they just say that they have counted more than once and the stuff is not there.
Obviously, a staff member has decided to type in that only 16 units were received and because of it, I`m losing several thousands of pounds.
What do I do? I don’t want to speak to seller support about this anymore as they just copy and paste replies back, like brainless machines, saying they have counted just 16.
Any help would be great.
Thanks
Inventory lost at the warehouse, they won`t refund me
Hi there,
-On the 2nd of February, I sent 10 boxes to the Amazon Fulfillment Centre in Rugby, BHX5, containing 60 units.
-Nothing till the 5th of March. On that day, they manage to find 16 Units of the 60 I sent.
I start to complain, because of the loss of earnings and the time they are making me lose, but they are not able to investigate, because it hasn`t been 45 days yet, of course!
-The 17th of March they finally open an investigation and confirm that they have received only 16 units.
Fortunately, I have proof of delivery, stamped by Amazon, that confirms everything I say. I even sent them the purchase invoice, but they just say that they have counted more than once and the stuff is not there.
Obviously, a staff member has decided to type in that only 16 units were received and because of it, I`m losing several thousands of pounds.
What do I do? I don’t want to speak to seller support about this anymore as they just copy and paste replies back, like brainless machines, saying they have counted just 16.
Any help would be great.
Thanks
Seller_ae51e0CJoHqCX
You can email managingdirector@amazon.co.uk
Be very short particular and ensure you address the facts.
It will be passed to a member of the executive team who will in all honestly gloss over it so make sure your points are punchy and you are at the end of the road with seller support. They will not assist you with an ongoing case.
39 odpowiedzi
Seller_ae51e0CJoHqCX
There is not a lot you can do until it is open for investigation.
I am assuming the shipment is still open. During this time it may still be found and added in or the shipment will be closed with the shortage.
Only at this point will you then be able to open an investigation. You will asked to supply proof of delivery and invoices of the purchased stock. They will then attempt to find it again or will refund you for the stock that is missing upon receiving satisfactory evidence.
Seller_ae51e0CJoHqCX
Just to clarify, does the case show as resolved and investigation complete? Usually if they cannot find it but you have proven delivery then you should be remibursed for the stock. The chances of them finding it is pretty low, you need to concentrate on the refund of goods at this point.
Seller_ae51e0CJoHqCX
You can only speak to seller support about this but it has to be done through email. I never call them anymore, even if you find someone with sense, it will be relayed to a bot with senseless responses.
Remember when you receive a response, it is usually repeated when you have not given them something specific that ticks the box to get you through to the next stage. Post a copy of your latest case response (take out anything identifiable to you or to the specifics of the case) and perhaps suggest another course for response. I assume you have uploaded invoices that cover the units sent and a copy of the proof of delivery.
Seller_1yR9aUeYy46lB
Thats the answer I keep get from them, doesnt matter what I say or what I sent.
" Amazon
Hello from Amazon Selling Partner Support,
I am Mudit, and I will be happy to assist you today.
I understand your query regarding shipment FBA15GMLGPVS.
I sincerely apologize for the inconvenience caused to you. I know how important this is for your business but rest-assured I will surely look into your issue.
Your time is highly valuable to us and your cooperation really helps us to perform even better.
Please note, I have thoroughly read your email, and have investigated your issue. I would like to inform you the following:
Kindly note, when receiving items in the FC, we physically count units being received.
If we find quantity discrepancies between what we received and what was expected per the shipment details, we initiate a second physical check to re-count the units received.
Items are marked “Investigation Completed – shipment contents counted and confirmed” in Seller Central when we have completed the second physical check, and the quantity discrepancy still exists.
In response to your request, we have completed a further review. This review confirmed that we have no record of receiving the units in question, therefore no reimbursement for these units will be issued.
I apologize again for the inconvenience caused to you.
I appreciate your understanding and cooperation in this case. Have a great day.
Please let us know how we did.
Were you satisfied with the support provided?"
I sent proof of delivery and Invoice 3 or 4 times already, but they seem to care about that.
Seller_ae51e0CJoHqCX
okay
Did you use the partner carrier program for the shipment or your own.
What makes this difficult is that they are not saying they haven’t received your delivery, they have but a disputing what has been received so now you have to prove what has been delivered. It is possible that whoever was delivering the products may not have supplied it all and your query could be with the carrier.
Are you sure that it hasn’t been delivered short? Reading what I have read so far and your case I am not convinced that the carrier has dropped in all the units you have sent. (just playing devil’s advocate) and this is what Amazon will have considered so you need to rule it out.
This is where the delivery note and proof of delivery is important. You are claiming to have sent in X units and upon receipt they have counted Y units. You now need to get the stamped proof of receipt containing the weight of the individual items that should match the weight of the units you have sent in along with box quantities etc. Your focus is to prove that Amazon have accepted all of the units you claim to have sent.
Seller_1yR9aUeYy46lB
The supplier I bought the goods from uses his own truck.
I worked with them for a long time and they are serious and very precise, for what is worth.
The carrier provided me with the POD, stamped by Amazon, and is written the number of cases delivered, which is 10, and each case contains 6 units. This and the Invoice is all I have.
Seller_ae51e0CJoHqCX
ok, so this is now your focus.
You need to answer the case log and state that you appreciate that only 16 units have been checked in and you accept this. However you need to then tell Amazon that you sent 60 units and the delivery note is showing that you have accepted 60 units into your warehouse. (10 boxes with 6 in each). If you are not able to rectify this then please refer this to leadership.
I think I can guess what they have done is that they have recorded 10 boxes of 6 units as 16 units probably 10 plus 6 instead of 10x6. unfortunately common sense does not prevail here and I could be wrong so suggesting this to them will probably complicate it.
Seller_1yR9aUeYy46lB
I really appreciate your help, thanks.
I’ll do as you suggested, but I`m quite sure that the brainless customer service people will copy and paste their previous answers.
So, that`s how I contact the managing director, just ask them for it?
Seller_ae51e0CJoHqCX
You can email managingdirector@amazon.co.uk
Be very short particular and ensure you address the facts.
It will be passed to a member of the executive team who will in all honestly gloss over it so make sure your points are punchy and you are at the end of the road with seller support. They will not assist you with an ongoing case.
Seller_mMqSSTqMy4X7U
This is copy and paste reply from Selling support. They never physically count units, possibly robots counting it, with some reason if robot couldn’t scan it they marked it not receive it. We are experiencing this all the time, sometimes they find missing units few months after(although they initially said that it was physically counted), sometimes never recovered. If we have loses in few pounds we just ignore it but if there are big losses we have go to small claims court. We pack all shipments to FBA warehouses under video recording, I recommend all sellers to do so.
Seller_58y2FhNkywdyp
i have to say that i dont use fba for this reason. but trusting them with thousands of pounds of stock is sheer stupidity,
Seller_6tVQOghO0XD31
Hi, it may be worth running the FBA Inventory Ledger report - enter your merchant sku, set it to detailed view, with the event type set to “receipts” see if they ever declared receiving 60 units. I have had this previously where they say nope, they counted and re-counted and have confirmed that the amount of units received is less than I declared but the inventory ledger report showed the correct amount as being received and amazon lost the units during internal transfers between FC’s.
Seller_afyjRDyMeCC5k
Your could try show that the carrier picked up cartons weighing X Kg and the amount that they have booked in is only 16/60 x Xkg and ask for the weight of the cartons received. If it’s X Kg then you can excalate the case. If it’s only 16/60 x X kg then can they claim off the partnered carrier.
Seller_I4ArshkoS7Na6
I have three separate cases identical to this running at the moment - all from shipments in the last 2 weeks. They keep sending cut and paste replies “we’ve checked and double checked and we cant find them so hard luck” I keep sending them back with instructions to escalate - which they ignore two or three times but then eventually do. This is obviously a massive problem and they are trying to stop reimbursing people by blanking us. Dont give up - keep reopening the cases and then write to MD if necessary. Like everything with Amazon you have to be persistent.
