Things are getting worse with amount of units 'missing' from shipments

#1

I can’t be the only one getting increasingly frustrated with FBA S&L units being checked in and received in full then as time passes disappearing. It’s very rare these days that I ever have a shipment received in full with no missing units. When you are sending hundreds of units and 20, 40, 60 to 80 that are going missing it’s quite a loss to swallow.

This has always been an issue but it seems to have gotten out of control since they began using LBA4 and BHX4 as main hubs then transferring units from there to other FC’s.

We are now using 2 people to count our units 4 times before packing for shipment to ensure we are sending the correct amount. This costs extra time/money and all it does is prove that the units are getting lost in the Amazon void rather than not being sent our end.

We then have to spend extra time appealing and often fighting to get compensation for the missing units. Often an email to the MD is the only way to solve the appeal getting rejected.

Amazon really need to look at their systems to try to minimise this as it’s costly for both us and eventually them.

#2

I am not seeing a larger number not getting receipted but I am seeing a larger number with the message investigation completed which prevents me reconciling.

It then becomes a huge battle to try and get reimbursed.

#3

That is also happening but I have been lucky that only for a small amount of units for me.

I have also recently even seen units go ‘missing’ from a shipment after it has closed which I didn’t even think was possible!

#4

I have been fighting a unit cost price around £100 for a good week. Got the case escalated to the “leadership” team and just got the same copy and paste from them. I never seem to get a response from the MD. Out of interest what do you put as the subject line in these instances? Do you do a templete email or bespoke everytime.

The best is I send by amazon UPS partner. The weights show the items are there from when UPS collect thus if its lost in transit or the warehouse I should be covered but they just seem to be… robotic

#5

I always kept it short and to the point. I use bullet points so that it’s easy for the person reading to follow what has happened. I never use a template.

Same. I use UPS as partnered carrier, seems to make no difference unless the entire shipment goes missing in which case they usually reimburse.

#6

It’s a joke. I recently sent 40 items to Amazon. They ‘located’ 38 of them. Then a few days later they’d only ‘located’ 2 of them. Today they can only ‘locate’ 1 of them. I have a case open with no response, and I’m not really expecting a positive outcome. 39 out of 40 missing. Unreal.
Short of videoing myself carefully showing each item to the camera and placing it into the box, taping it up and walking it to the drop off point all in a single take, I can’t see how I’m supposed to ‘prove’ the items were in the box.

#7

They’ve lost the last one now. 40 shipped. 40 missing.

#8

My issue is “researching”, the amount that goes into that is very odd… and not sure what happens to it either, it doesn’t seem to drop off after a while, so do I get long term storage fees?

Irritating…

Most stuff seems to get there for me, and it’s low value, so I don’t look into it too much, but if it were higher priced items it would be much worse.

#9

Therein in lies the rub. We cannot prove anything so the system is based somewhat on an honesty policy from both parties. I have heard of cases where Amazon state too many shipment investigations have been raised by the seller so they will no longer pay reimbursements for lost inventory. Not sure how accurate that is but it would not surprise me.

Obviously the problem is that as more items seem to be going missing more investigations have to be raised. Personally I sell low value items so if it’s just a few that go missing during the FC transfers then I take the hit. Sad really as it’s money I’m due and all adds up over the years but I will only raise an investigation if a significant amount gets lost in the void.

In your case you obviously have to start an investigation and give as many details as possible whilst supplying an authentic invoice proving you purchased the goods from a reputable supplier for resale. Then it’s the anxious wait to see what (undervalued) reimbursement they offer you, if any. Obviously the best result is they find the stock but this never seems to happen until months/years later.

As I said at the beginning of the thread the entire thing is a mess and Amazon desperately need to put some new structures in place to stop these items from being so easily mislaid. Time they spend on these cases must cost them too, so it’s better for all if units are located and counted accurately.

#10

When it goes researching the item is either found and put back into your inventory or it is declared lost.

When it is declared lost it is up to the seller to ask for a reimbursement.

#11

There is obviously a process or system issue which is causing items to go missing.

This happens to me on nearly every shipment, a very small number of units go missing with no chance to reconcile. As the total cost value is normally under £5 I just don’t bother with the hassle of escalating…the time and effort it takes is likely to cost me more in my time than the cost of writing the goods off.

However it is still wrong and needs to be fixed

It maybe a good idea to tag in a Mod as it maybe something they can escalate @Winston_Amazon, @Julia_Amazon

#12

In your case you obviously have to start an investigation and give as many details as possible whilst supplying an authentic invoice proving you purchased the goods from a reputable supplier for resale. Then it’s the anxious wait to see what (undervalued) reimbursement they offer you, if any. Obviously the best result is they find the stock but this never seems to happen until months/years later.

I’ve done this, but Amazon don’t like it… I get my products manufactured, they’re not bought for resale. All I have is the invoice from the manufacturer, which obviously doesn’t contain SKUs as they don’t sell the items. So it’s about convincing Amazon that a particular line on that invoice relates to a SKU that I made up when listing the item… which requires that they engage a little bit of common sense, and they’re not known for this. Thus far I’ve been told the invoice I supplied doesn’t show the missing SKU. So… Yeah.

TBH, it’s not a lot of money. Low value items, which at the point of manufacture are very low value… but on principal it’s just ridiculous that this keeps happening. Every single shipment I’ve sent to FBA has ended up with a few missing items that I’m 100% certain were in the box.

Also, y’know… I don’t get this as a process. Proof that I purchased/manufactured items is not proof that they were in the box. :man_shrugging:

#13

Same as my situation then. I’m the manufacturer so I supply an invoice from my manufacturing department to my sales department showing exactly what was ordered/produced for the Amazon shipment in question. I also tell them about the QC controls we have in place to ensure everything is shipped in the correct quantities.

#14

They just closed the case, with no explaination and no recourse.

#15

Then you must reopen the case with the relevant invoice attached and request they look into the matter further. If you have no joy with this I would email the MD address and let them know the case ID. If you do this keep it brief, explain calmly and clearly what has occurred and the process you took to ensure the items were packed in full.