Lost FBA Inventory
I’ve been selling a coffee brand for some time, and Amazon lost one of the shipments created in July. There are twelve pallets; only one was received, in addition to a part of a second pallet.
The case number is 16546238831. All documents have already been sent. Invoices, proof from the carrier that Amazon received the pallets, etc. Because it is a perishable product, we are almost at the limit of time that this merchandise could be found until we can sell it without the consumption date being expired. We’ve already sent several emails and made several calls, but they only say I have to wait.
It is a high value for the size of our business, lost sales, difficulty in maintaining the supplier because of this no longer-used capital, many nights of lost sleep, and my husband even went into depression; the situation is very delicate. I would like someone to help me.
17 replies
Seller_CW0P5hgbsiqWX
You forgot the most important part. When was the inventory receive? Are you sure it is lost?
After the 3rd week of October, Amazon basically quit processing incoming inventory until January 2025. Did they process one pallet and are simply waiting until January to process the other 11?
Being an FBA Seller, hopefully you help-Back a lot of inventory so you could be selling it FBM while you wait.
Bryce_Amazon
Hey there,
Following up with you here as I mentioned I would. I took a further look at the case ID you provided, and I have escalated the issue internally as a result. The team will review and either reach out to you via a new case ID or they may pass information directly to me to share with you. Either way I'll follow up with you here as soon as I know more!
- Bryce
Bryce_Amazon
Hey there,
Understood. My best recommendation would be to try and use the Contact Us intake link to create some sort of starting case with Seller Support. Understand that without any proof of ownership, labels, or listings for units that arrived at the FC - it may be difficult to obtain a reimbursement. If your factory sent this shipment in without your approval, I might recommend working with them for compensation.
- Bryce
Seller_GHqutxBMEjZf7
Thank you again Bryce.
I was able to open a case and have support look into this.
The case number is 16871336841.
They were not able to use the information I had on hand at the time to help. Since then I've also been able to get more details and documentation.
I have the official Proof of Delivery from DHL showing that Amazon signed off on the delivery receipt at the Distribution Center. I have of course the DHL tracking number, as well as the shipment packing list with itemized details of everything in the shipment, including barcode numbers on the items.
The obstacle has been a missing FBA number, without which the support agent was unable to assist me.
Bryce_Amazon
Hey there @Seller_GHqutxBMEjZf7,
Thanks for providing that. I can corroborate much of what Seller Support stated in that chat log, without an FBA shipment number, labels, etc. they won't be able to progress with the case. Those details are needed in order to tie the unplanned inventory that arrived at the warehouse to your account. I see you mentioned reaching out to DHL, which is worth exploring though they may re-direct you back to Amazon.
One last note however, I do strongly recommend against personally visiting the warehouse, as only Amazon Employees and scheduled carriers are permitted.
- Bryce
Seller_GHqutxBMEjZf7
Thank you for looking further into this Bryce.
We cannot get any help from DHL because Amazon released them from any more liability once they signed for the shipment.
I understand Amazon guidelines and policies requiring an FBA number to track the shipment. However, under these circumstances, could a supervisor at the warehouse not simply see the DHL tracking number we are providing and match it on the shipment that has not been stocked?
The shipment is there, Amazon signed for it, and the Proof of Delivery demonstrates it.
If they had rejected the shipment instead of signing for it, DHL would have taken it back and held it while they got a hold of our factory or consignee through the information we provided on the shipping invoice.
We could have sorted this out with DHL that way instead.
Could you kindly explain how does Amazon take delivery of a shipment that is delinquent (missing FBA label and tracking ID) and is absolved from liability with the Seller for the missing shipment, instead of just completely rejecting it?
We're willing to do whatever necessary to get this shipment found.
I know you have strongly advised against visiting the warehouse, but I am personally available to meet with someone there with all the necessary and required documentation to demonstrate proof of ownership, tying the DHL tracking number on the shipment with a copy of the DHL shipping invoice I have on hand, the packing list, as well as company business state registration with my name and address listed as an officer of the business.
This would be a very simple problem to solve if we could simply speak with one of the supervisors on site at the warehouse.
The shipment must still be there along with any other packages and services needed to be sorted out due to "unplanned services" issues.
Thank you very much again for all your assistance thus far, please let me know if we may continue this correspondence through a private email or chat.
Seller_3q2Ch4b74rDcZ
Bruce, I did this before; it proves we sent all pallets, that Amazon Warehouse received. I still receive emails from them every week telling me that they are investigating, but imagine a small business with 11 pallets of an item missing. Try to imagine what is causing in my business. The pallets were sent in the last 3 years directly from the manufacturer, and we also sent all documentation, including photos from the carrier provided that the pallets were delivered.
Bryce_Amazon
Greetings,
Thanks for your patience. I reviewed the latest details in case 16871336841, and can see the Seller Support chat from a few days ago (and the recommendations made). At this time, the recommendation made by Seller Support is the best next step.
- Bryce
Seller_3q2Ch4b74rDcZ
Bryce, I can't see this case number in my cases.
Bryce_Amazon
Hey @Seller_3q2Ch4b74rDcZ,
When you go to Manage Support cases, there is a column that says "ID". Are you able to locate that?
- Bryce
Seller_3q2Ch4b74rDcZ
Bryce, I am letting you know that Amazon reimbursed all my lost inventory.
It is a serious company.
Happy 2025!
Bryce_Amazon
Hey @Seller_3q2Ch4b74rDcZ,
That's great to hear! Best of luck to you :)
- Bryce
