Missing unit - Amazon won't reimburse
Hi,
I wonder if anyone can give me some advice.
I sent an FBA shipment to Amazon in January and they have recently closed the shipment with one unit discrepancy.
The unit was 100% sent and was even briefly showing in my inventory. I had two of this particular ASIN sent, one was showing as available and subsequently sold and the other was in “FC transfer” and eventually disappeared from my inventory and the listing status changed to “Out Of Stock”.
The shipment closed on the 2nd of Feb and I was able to go back into it on the 3rd, but was unable to submit a claim after submitting an invoice as it looked like they had already closed it for investigation.
I opened a case with seller support who emailed me back with this;
"Hello from Amazon Selling Partner Support,
I understand your concern is regarding the missing units from Shipment id- FBA15FNPS9B9.
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.
_Please let us know how we did."
I have emailed back basically stating that what I have said above and have asked them to confirm the weight of the box, just in case.
Does anyone have any advise on what do here? The sales value of the item was £90, so I don’t just want to leave it ideally.
Thanks,
1 reply
Seller_28iXFtH7pJlg6
Hello,
Usually in this instance, I find that Amazon have transferred a unit to another warehouse before declaring they haven’t received it.
In this case, I always try to explain to the bots on ‘contact us’ that if for example, the item was received at one FC, but then after a warehouse transfer they -1 it and say they didn’t have it - I ask how the check is valid, if there has already been a warehouse transfer - Since the item could be lost in transit.
They usually come back to me and say ’ 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 this instance I ask in which FC the secondary check took place - Since the secondary check is always in the second FC the item was shipped to.
After this they usually do send over a reimbursement ID.
Use the received inventory report and search by FNSKU to see if there are any negative receiving adjustments from a different FC from where they were initially shipped to.
Although could be unclear, I hope this helps
