Lost inventory and no one to talk to


#1

I’m writing to you from Spain as I can’t seem to get a response from anybody and our case has been closed from an email without the option to reply.

In may we sent 10 HDMI video encoders (€2120) to FBA via UPS.
Identificador del envío: FBA15CFL81RD

I watched as they went through the reception process and then just got stuck on 10 sent / 0 received. So I filled in a conciliation request after which an investigation started and trundled on for a few weeks.

I then received a reply (copied below) from a no-reply address stating that they had not been able to find my stock and my case had been closed and they lamented the fact that they couldn’t keep investigating. Then a load of links. No option to reply. I tried phoning but that was even worse. I was told I had sent 0 units. A box of zero units! I feel completely abandoned and robbed.

Here’s the mail we received, first translated to English:

Dear seller:

Customer Service Greetings from Amazon.es

When you observe the message “Research completed: the contents of the shipment have been counted and confirmed.” As in shipment FBA15CFL81RD, it means that the units received from this product have been investigated and the unit count confirmed in our logistics center.

I invite you to read the following page that has the information you need to know about the Reconciliation of shipments:

https://sellercentral-europe.amazon.com/gp/help/201214140?

It is necessary to clarify that when we receive shipments with quantity discrepancies, we automatically initiate an investigation on your behalf for the items in the shipment.

As part of this investigation, we performed a third physical count to reconfirm the quantity of the items received. The articles are marked “Research completed: the contents of the shipment have been counted and confirmed.” when we have completed the investigation.

The associates, from our point of view, continue making the following attempts to verify if their units could be located:

& gt; & gt; We checked your other shipments to see if your units had been received incorrectly, but none were found.
& gt; & gt; In addition, we examined our portfolio accounts to see if the units missing from shipment might have been present there, but again they were unsuccessful.
& gt; & gt; We have done all possible searches, but we have concluded that there is no way to explain the missing units.

I sincerely regret that, despite my best efforts, I cannot continue investigating these discrepancies, nor can I discuss the decision of the Credit Operations team, or the logistics center, that these units are not suitable for investigation.

This process generally guarantees a perfect experience for your potential customers when the units are sent to them. For more information, you can read the following help page:

https://sellercentral.amazon.com/gp/help/201214140?

========== Additional information =========

In addition to the research conducted by the compliance center associates, I personally reviewed the events associated with the missing units and found that no adjustments were made for these units from the time frame since the shipment was delivered. This could indicate that we have received all the units that were sent. However, you can continue and request reconciliation of these units so that our compliance team can see and see the transaction details of how many units are in the compliance center.

For this shipment an additional check has been completed in response to your request, both virtual and physical, and we have no record of receiving the units in question. +

We conclude the investigations related to the shipment, therefore we have closed it as you can see in your seller account:

link

I am at your service for any additional questions regarding this issue.

We appreciate your understanding with the above.

Good afternoon.


Similarly, if you have any other questions about another topic, please open a new case by filling out the “Contact Customer Service” form and we will gladly assist you:

https://sellercentral-europe.amazon.com/gp/contact-us/contact-amazon-form.html

Tell us how it went.

Did you like the service we have given you?

--------------->

Estimado vendedor:

Saludos de Atención al Vendedor de Amazon.es

Cuando observas el mensaje “Investigación completada: se han contado y confirmado los contenidos del envío.” como en el envío FBA15CFL81RD, quiere decir que se han investigado las unidades recibidas de este producto y confirmado el recuento de unidades en nuestro centro logístico.

Te invito a leer la siguiente página que cuenta con la información que necesitas conocer acerca de la Conciliación de envíos:

https://sellercentral-europe.amazon.com/gp/help/201214140?referral=AC2LDMFRIG8IG_AU4930YOGTCND&referral=A31L0V81K2Y0OV_AU4930YOGTCND&referral=A23FWUTCVD3ZVS_AU4930YOGTCND&referral=A35QEFFYKLF7D0_A1A3S40BVAEFMS&referral=A2ZF7JMNEA7EEC_A10NRB62VPCZK7&referral=AVPCELQNAZVQX_A2ZUEG5IO72KH9

Es necesario aclarar que cuando recibimos envíos con discrepancias de cantidad, automáticamente iniciamos una investigación en tu nombre por los artículos en el envío.

Como parte de esta investigación, realizamos un tercer conteo físico para reconfirmar la cantidad de los artículos recibidos. Los artículos están marcados como “Investigación completada: se han contado y confirmado los contenidos del envío.” cuando hayamos completado la investigación.

Los asociados, desde nuestro punto de vista, seguimos haciendo los siguientes intentos para verificar si sus unidades podrían ubicarse:
================================================== ===============================
>> Revisamos sus otros envíos para ver si sus unidades se habían recibido incorrectamente, pero no se encontró ninguna.
>> Además, examinamos nuestras cuentas de cartera para ver si las unidades que le faltan a su envío podrían haber estado presentes allí, pero nuevamente no tuvieron éxito.
>> Hemos hecho todas las búsquedas posibles, pero hemos llegado a la conclusión de que no hay forma de explicar las unidades faltantes.

Lamento sinceramente que, a pesar de mis mejores esfuerzos, no pueda seguir investigando estas discrepancias, tampoco podré debatir la decisión del equipo de Operaciones de Crédito, o del centro logístcio, de que estas unidades no sean aptas para la investigación.

Este proceso generalmente garantiza una experiencia perfecta para sus posibles clientes cuando las unidades se envían a ellos. Para obtener más información, puede leer la siguiente página de ayuda:

https://sellercentral.amazon.com/gp/help/201214140?referral=AJ6RVOFSYDPSS_A3W31Q2ZMBA7S0&referral=AT8TTHM1VZ4J2_AZ9R9TQ9MAEKD&referral=A3A2ZLKUJARLLG_AJILZPGX9XPPL&referral=A1198QCMJXGQHT_A3W31Q2ZMBA7S0&referral=A1VGNA0M8U28NU_AMDB9JY84W3LV&referral=A1WM0C3XGPSMLU_AMDB9JY84W3LV&referral=A2CU78TWU4DVEN_AIDJ471659524&referral=AIGU72E6YY70C_A3KDM7QLYSRJ4N&referral=A2LMNCE5FMVFK6_A3KDM7QLYSRJ4N&referral=A104VLWIMV3ZN7_A2BU0SEP2UNCV6&referral=A1OX0VL5F88LF4_A2BU0SEP2UNCV6&referral=AVPCELQNAZVQX_A2ZUEG5IO72KH9

========== Información adicional =========

Además de la investigación realizada por los asociados del centro de cumplimiento, personalmente he revisado los eventos asociados con las unidades faltantes y se encontró que no se hicieron ajustes para estas unidades desde el marco de tiempo desde que se entregó el envío. Esto podría indicar que hemos recibido todas las unidades que se enviaron. Sin embargo, puede continuar y solicitar la conciliación de estas unidades para que nuestro equipo de cumplimiento pueda ver y ver los detalles de la transacción de cuántas unidades hay en el centro de cumplimiento.

Para este envío se ha completado un chequeo adicional en respuesta a tu solicitud, tanto virtual como físico, y no tenemos registro de recibir las unidades en cuestión. +

Damos por concluidas las investigaciones relacionadas al envío, por ende hemos cerrado el mismo como puedes ver en tu cuenta de vendedor:

link

Estoy a tus órdenes para cualquier consulta adicional con respecto a este tema.

Agradecemos tu comprensión con lo explicado anteriormente.

Buenas tardes.


De igual manera, si tienes alguna otra consulta sobre otro tema, por favor abre un nuevo caso llenando el formulario de “Contactar con Atención al Vendedor” y con mucho gusto te asistiremos:

https://sellercentral-europe.amazon.com/gp/contact-us/contact-amazon-form.html

Cuéntanos qué tal ha ido.

¿Te ha parecido bien el servicio que te hemos prestado?

----------------------<

Thank you for your time.

Saludos/ Regards,

Nick Haughton


#2

May I ask when did it happen? If it’s taking long and you aren’t getting any solution, I would advise you to e-mail managingdirector@amazon.co.uk or consider taking Amazon to the Small Claims Court, assuming you have sufficient supporting evidence regarding the content of the shipment.


#3

Hi Kika,

Thank you for writing! This happened in May of this year. Unfortunately the only “proof” of content we have is the UPS pickup docket where the weight is specified.I could start taking photos of shipments, but that’s not really proof either. because you could replace the contents with a brick after the photo.

We work out of Spain - I suppose there’s a similar small claims court here, but with so little evidence it looks like we have to swallow this. It’s a bit depressing and I wonder how we could protect ourselves better in the future…


#4

I am sorry but I don’t think there is a way how you could effectively protect yourself against having something like this happen, only opt out of FBA.


#5

Hi Kika. Looks like you’ve been suspended until 3019… at 5 o’clock


image


That seems like rather a long time!


#6

Don’t worry it’ll pass in a flash…