CASE 17742065801

When I opened this case, shipment FBA18W7P1ZTC was missing items for two ASINs - One ending in Y9F1T and the second ending in W6Y3.

-ASIN Y9F1T originally showed 0/24 units received. Now, FBA18W7P1ZTC shows 24/24. Support didn't even mention this. I found out myself tonight.

-The second ASIN, W6Y3, still shows only 1/24 units received. For ASIN W6Y3, the product dimensions have suddenly increased significantly and the weight changed from a few ounces to over 8LBS. The weight per item is only a few ounces.

Both of the ASINs above were packed in the same shipping box with two other ASINs. The other ASINs were received in full. In the shipping box, each ASIN was in a smaller box. I believe the person who unpacked the shipping box opened all the smaller boxes in the shipping box except for ASIN W6Y3. Therefore, they only marked "1" as received. This caused the dimensions of W6Y3 to increase significantly and left 23 missing units.

I opened a case with support. Their response was:

"We have received your request to investigate discrepancies with shipment FBA18W7P1ZTC. Upon investigation, we have found a weight discrepancy on your shipment:

* Shipping plan weight: 216.50 pounds

* Carrier weight: 37.9 pounds

* Difference: 178.6 pounds

Due to the weight discrepancy, we are unable to confirm that all of the expected items were shipped and cannot reconcile nor reimburse for the discrepancies you have asked us to investigate."

---I replied and explained that there were only two boxes in shipment FBA18W7P1ZTC. The first box weighed in at 11.4 LBS and the second 26.5lbs for a total of 37.9lbs. I provided screenshots of the shipping plan in the case and the two shipping labels that were created. My labels matched the carrier weight provided in support's email.

--Support sent the same reply again. I requested a screenshot showing the information. Support replied again, and this time CHANGED the shipping weights:

"My name is B.Abishek Reddy, I am part of the leadership team. I have reviewed the investigation for shipment FBA18W7P1ZTC and found it to be accurate.

Upon investigation, we have found a weight discrepancy on your shipment:

* Shipping plan weight: 216.50 Pounds,

* Carrier weight: 75.67 Pounds,

* Difference: 140.83 Pounds."

---How can the shipping weights suddenly change?? I have again requested a screenshot showing my shipping plan weight was "216.50 pounds."

Support, as usual, is not helpful and is sending nonsensical information.

In summary:

-FBA18W7P1ZTC is missing 23 units of ASIN ending in W6Y3.

-The product dimensions for ASIN ending in W6Y3, have increased significantly

-The product weight of ASIN W6Y3 increased from a few ounces to over 8LBS

-I am being overcharged fees for ASIN W6Y3 that Amazon recently shipped

-Stop forcing sellers to pay $40 for "support" when all they tell you is information that makes no sense

Hello fellow sellers,

I’d appreciate your advice on this issue.

I ship with DHL Express, and occasionally I receive orders with apartment addresses that do not include gate codes or access instructions. DHL has attempted delivery but could not access the building, and in some cases, had to leave the package outside.

In cases where the buyer doesn’t respond to messages requesting access info, am I allowed to cancel the order using the reason “Problem with buyer’s shipping address” without it impacting my metrics?

Has anyone experienced similar issues and found a reliable solution? I want to ensure I remain compliant while avoiding repeated delivery problems.

Thank you so much for your help!

Best regards,

I click shipments, contents then i get the correct page showing missing items from my FBA shipment that was delivered 3 weeks ago

Step 1. View discrepancies and request research

Then there's "Proof of inventory ownership"

Attach a file, done

And additional information

I've filled in this form too

When i try and submit i get this error attached.

I've contacted support but their response was unintelligible

Please advise how i can appeal missing items? The items missing were packed in the same box as other items which have been scanned in.

thanks

Can anyone give me any guidance on repeated denial's after providing required invoices from authorized distributions, product photos to prove delivery as well as the packing slip. I can't get any information from amazon as to why it's being denied any help would be appreciated.