FBA Warehouse Damaged - Amazon
Good Morning,
Just wondering if any other sellers have experienced something similar.
We've been receiving removal orders from Amazon for between 10-25 units of various different items. 4 were marked as 'Warehouse Damaged' and the rest as 'Merchant Damaged'.
After 2-3 removal orders automated by Amazon and me cancelling them I requested and explaination & photographic evidence of the 'damaged items'. I was told the products had 'leaked' (they're pet supplies so no liquid!!) and was told Amazon won't provide photo evidence of the 'damaged' products - when I reminded them they did last year with another issue they reluctantly did send through the photo's.
Anyway, I received 13 images. It looks like what I can only describe as maybe curry sauce has been spilt over our products and packaging. I explained this is a liquid so 3rd party damage, warehouse responsibility.
I had a call with FBA and they accepted it looks like it was damaged by the warehouse or 'in transit'. I can rule out 'in transit' as the products damaged were shipped to Amazon in 3 seperate shipments over the space of 1 month.
Amazon said I would receive an update and then closed the case (Case ID: 12156626562). Two weeks later I've heard nothing. I contacted FBA to get an update on this and now being told, 'they can't find the previous case id' - I've even sent a screenshot of it.
Is this just another example of Amazon's incompetance and 'no responsibility' attitude?
So frustrating and taking up so much time trying to speak to somebody who actually knows what they are doing.
Any suggestions?
FBA Warehouse Damaged - Amazon
Good Morning,
Just wondering if any other sellers have experienced something similar.
We've been receiving removal orders from Amazon for between 10-25 units of various different items. 4 were marked as 'Warehouse Damaged' and the rest as 'Merchant Damaged'.
After 2-3 removal orders automated by Amazon and me cancelling them I requested and explaination & photographic evidence of the 'damaged items'. I was told the products had 'leaked' (they're pet supplies so no liquid!!) and was told Amazon won't provide photo evidence of the 'damaged' products - when I reminded them they did last year with another issue they reluctantly did send through the photo's.
Anyway, I received 13 images. It looks like what I can only describe as maybe curry sauce has been spilt over our products and packaging. I explained this is a liquid so 3rd party damage, warehouse responsibility.
I had a call with FBA and they accepted it looks like it was damaged by the warehouse or 'in transit'. I can rule out 'in transit' as the products damaged were shipped to Amazon in 3 seperate shipments over the space of 1 month.
Amazon said I would receive an update and then closed the case (Case ID: 12156626562). Two weeks later I've heard nothing. I contacted FBA to get an update on this and now being told, 'they can't find the previous case id' - I've even sent a screenshot of it.
Is this just another example of Amazon's incompetance and 'no responsibility' attitude?
So frustrating and taking up so much time trying to speak to somebody who actually knows what they are doing.
Any suggestions?
5 replies
Glenn_Amazon
Hi there @Seller_Nhdvm3d1nDvgK,
Thank you for reaching out with your concerns with your inventory. I've reviewed your cases and at this time the Seller Support team and it looks like in case ID 12205014252 your inventory reimbursement request is currently being investigated and processed. You will need to continue to work with the team via this case. If your case is closed without resolution please let me know here and we will review for further escalation. Thank you for your understanding.
-Glenn
Seller_Nhdvm3d1nDvgK
Hello Glenn,
I appreciate you taking the time to reply to this matter.
So currently it's one big mess and frankly Seller Support are useless. I've been promised a call back from a manager 'within 24 hours'. The first promise was 6 days ago and the second was 4 days ago and still received nothing.
This gets more complicated now as it appears there is further inventory (7 units and 4 units) moved to unfulfilled, I'm guessing for the same issue - that Amazon have spilt a 3rd party liquid product on our products.
Amazon just keep saying they're waiting to hear back from 'the internal team' - we've been waiting for 8 days now. Imagine if this was a seller treating a buyer like this on Amazon, it just really feels like double standards and I'm sure you can understand how frustrating this is getting.
Thanks again.
Seller_Nhdvm3d1nDvgK
Hello Glenn,
Just to keep you updated . . . still waiting.
Case 1 (12156626562): Has now been waiting for an update for 20 days.
Case 2 (12205014252): The follow up case to Case 1 has now been waiting 7 days.
Surely this is unacceptable and somebody at Amazon needs to step up, take responsibility and provide a reasonable explanation as to what is happening?
Glenn_Amazon
Hi there @Seller_Nhdvm3d1nDvgK,
I've reviewed the case and the team has to wait for a response from the internal team to approve any request for reimbursement for these units. I understand this is frustrating however it is with correct team to review for possible reimbursement. The best course at this time is to wait. If the case closes without resolution please let us know here and we will review for further escalation. Thank you for your understanding.
-Glenn
Seller_xxKaKlqJ8rKGX
HI
Any can I any1 assist lots of missing items on my shipment
Lots of items all the stock is less then what I sent to amazon
