Help Appealing FBA Warehouse Disaster
I will try to keep this as short as possible. Hoping to get a response from an FBA appeal expert
The gist of it:
Between June and December, we had sent 796 different shipments to Amazon FBA.
Every single one of them was shipped with accurate quantities (we have a way to ensure this is accurate 100% of the time)
Of the 796 shipments, 16 of them the warehouse checked in incorrectly and claim we are at fault
It was all the same product line.
The products were shipped in 6 packs (and noted as such during the fba shipment creation process)
Example:
-A quantity of (12) 6 packs were sent in 1 box. (72 units)
-Warehouse will receive the shipment as 12 units (aka they are checking in the 6 pack as 1 unit)
-As stated above, during FBA creation, it is noted that we are sending (12) 6 packs in one shipping box.
-The 6 packs have no barcodes, or scannable UPCs or anything that could cause confusion
-The 6 packs are marked with a large sticker (impossible to miss) that say “There are 6 units in this box, please open and count each unit individually”
-The 6 packs are also marked with a bright orange sticker that say “There are multiple Units in this box”
-In the shipping box, there is always a packing slip that says this box contains 12 cases of 6
But yet the Amazon warehouse was incapable of checking them correctly. Absolute and utter incompetence.
Now we are getting penalized for shipping inaccurate quantities (which we didnt!)
Manage FBA shipments screen says “Investigation completed – shipment contents counted and confirmed”
I open a claim through the case log - and they deny
Through the shipment performance screen for FBA, I submit a dispute, and they keep rejecting it.
I have thoroughly explained how they are all packed and yet they continue to reject all and any of my disputes (I have have pictures of how the stuff is packed and how they are labeled)
For whatever reason it is one product line (all other product lines we do the same thing but they all get checked in correctly)
Now we are out 1000’s of dollars and Amazon continues to believe their all star warehouse crew did no wrong
Please help!
PS comments saying do not ship this product line or pack it differently are not needed to be mentioned.
3 replies
Seller_Fnfv2UKRup5rK
… not mentioning it. As quiet… as a mouse.
Seller_B1eRdowtwAJCA
This happened to us before. Last time it was that we sent a pallet of 30 boxes to FBA, each having 10 units. And Amazon checked them in as 30 units. So there are 30 customers or so who ordered a unit but received a whole case. Two of such customers reached out to us and shipped them back to our office.
With pictures from customers and message logs with customers, Amazon support was able to acknowledge the mistake and reimbursed us. That was quite a while ago.
Amazon warehouse check-in workers are very incompetent for the job. Another issue happened a lot of times is that even though all our goods are pre-labeled, Amazon workers will apply a new label and cover up our existing good label. Quite often they put a wrong label on our products. This happened many times if the shipment has multiple SKUs in it. Once this happens, there is no way for Amazon to fix because the original code is already covered and the products is already spread to many FBA centers. All we can do is to make removal order to get them back. In such cases, Amazon never reimbursed us. All left to us are customer complaints, negative reviews, many returns, many refunds by Amazon, loss of sales. I am dealing with another case now. Let’s see if they can ack it.
We put warning labels everywhere and on each box. Telling workers that they are pre-labeled and just need to scan. Still, they are ignored.
We never paid any those new labeling services. So, Amazon loses a lot of labels, mess up inventory everywhere and leads to many customer service problems/returns downstream. All they should do is to have properly trained FBA check-in workers to stop the problem from the very beginning.
Glenn_Amazon
Greetings @Home_and_Holiday,
I'm sorry you've had such difficult issues with your shipments. The number one cause for relabeling by the Fulfillment Center and inaccurate quantities tends to be issues with Box Level Labeling. This is where the shipping label on the carton gets swapped with another label so the digital contents of the box don't match the actual products.
While this is the most common cause, it is possible something else is happening. If you have a case to share I can see what I can do to investigate the issue further.
-Glenn
