Amazon Has Lost Our Inventory and Is Not Reimbursing Us
A few months ago we sent a pallet with a few hundred items on to FBA. Only around 50 of the items were checked in. Leaving hundreds outstanding. We followed through with the process of claiming for these and did everything as requested. We provided invoices that proved the ownership and purchase of the inventory. The support staff then went ahead and made a partial reimbursement for 20 units.
We then followed up with the support staff as to why they only partially refunded the missing pallet. They would reply back telling us the submitted documents do not meet the requirements - I don't know how this can be claimed because they made the refund of 20 units after we sent the invoices requested, thereby proving that the invoices are suitable because a refund was made off of these invoices we sent in. Either the document does not meet the requirements and no reimbursement is given, or the document meets the requirements and all of the outstanding units are reimbursed, there is no other way this can possibly be interpreted. I have tried to query numerous times how this document does not meet the requirements but I have been stonewalled every time and support have refused to provide further information. This is tantamount to theft.
There is no possible justification to be made for the reasoning behind only refunding a small amount of the units, when the invoices given show all of the requested missing units. You've essentially made an admission of guilt by paying up for some of the missing units, but then refusing to reimburse the rest when you based your initial partial reimbursement on the submitted invoices.
Has anyone been in this situation before and have any idea how we can go about getting back what is owed to us? We have sent many pallets over the years and this is the first time we have had things go missing like this - we've never had to claim for loss like this before and now the first time we do, and we do everything by the book Amazon decided to mess us around and deny us the money we are rightfully owed for losing our stock.
Please can forum staff take a look at our original case and perhaps push something through? Case ID: 12007779362 & 11847939982
@Glenn_Amazon@Spencer_Amazon @Cooper_Amazon @Sarah_Amzn @Simon_Amazon @Roberto_Amazon @Ezra_Amazon @Julia_Amazon @Sakura_Amazon_ @Sakura_Amazon__ @Winston_Amazon @Maja_Amazon @Ash_Amazon @Abella_Amazon @Angie_Amazon @JiAlex_Amazon @Topher_Amazon@Indy_Amazon@Amyy_Amazon@Ana_Amazon @Dougal_Amazon@Kai_Amazon
Amazon Has Lost Our Inventory and Is Not Reimbursing Us
A few months ago we sent a pallet with a few hundred items on to FBA. Only around 50 of the items were checked in. Leaving hundreds outstanding. We followed through with the process of claiming for these and did everything as requested. We provided invoices that proved the ownership and purchase of the inventory. The support staff then went ahead and made a partial reimbursement for 20 units.
We then followed up with the support staff as to why they only partially refunded the missing pallet. They would reply back telling us the submitted documents do not meet the requirements - I don't know how this can be claimed because they made the refund of 20 units after we sent the invoices requested, thereby proving that the invoices are suitable because a refund was made off of these invoices we sent in. Either the document does not meet the requirements and no reimbursement is given, or the document meets the requirements and all of the outstanding units are reimbursed, there is no other way this can possibly be interpreted. I have tried to query numerous times how this document does not meet the requirements but I have been stonewalled every time and support have refused to provide further information. This is tantamount to theft.
There is no possible justification to be made for the reasoning behind only refunding a small amount of the units, when the invoices given show all of the requested missing units. You've essentially made an admission of guilt by paying up for some of the missing units, but then refusing to reimburse the rest when you based your initial partial reimbursement on the submitted invoices.
Has anyone been in this situation before and have any idea how we can go about getting back what is owed to us? We have sent many pallets over the years and this is the first time we have had things go missing like this - we've never had to claim for loss like this before and now the first time we do, and we do everything by the book Amazon decided to mess us around and deny us the money we are rightfully owed for losing our stock.
Please can forum staff take a look at our original case and perhaps push something through? Case ID: 12007779362 & 11847939982
@Glenn_Amazon@Spencer_Amazon @Cooper_Amazon @Sarah_Amzn @Simon_Amazon @Roberto_Amazon @Ezra_Amazon @Julia_Amazon @Sakura_Amazon_ @Sakura_Amazon__ @Winston_Amazon @Maja_Amazon @Ash_Amazon @Abella_Amazon @Angie_Amazon @JiAlex_Amazon @Topher_Amazon@Indy_Amazon@Amyy_Amazon@Ana_Amazon @Dougal_Amazon@Kai_Amazon
5 replies
Seller_qpOvORvrvNp77
I am in a very similar situation, and my case regarding a missing pallet is still open with no action taken.
We sent 2 pallets in the same shipment. Amazon claims that only 1 pallet was received, however we have signed delivery documentation confirming that both pallets were delivered and received. Despite providing this proof, no reimbursement has been issued and no concrete explanation has been given.
The case has been open since July, and we have been waiting for months without any resolution. We have followed every requested step, submitted all required documents, and yet the case remains unresolved.
At this point, the lack of progress and communication is extremely concerning. If both pallets were signed for as received, there is no reasonable basis to deny reimbursement for the missing inventory.
@Glenn_Amazon @Spencer_Amazon @Cooper_Amazon @Sarah_Amzn @Simon_Amazon @Roberto_Amazon @Ezra_Amazon @Julia_Amazon @Sakura_Amazon_ @Sakura_Amazon__ @Winston_Amazon @Maja_Amazon @Ash_Amazon @Abella_Amazon @Angie_Amazon @JiAlex_Amazon @Topher_Amazon @Indy_Amazon @Amyy_Amazon @Ana_Amazon @Dougal_Amazon @Kai_Amazon
NR_Amazon
@Seller_5l52N9EzbbeOx Hello there, and thank you for providing this level of detail on your shipment discrepancy. Please note I have escalated over your case details to our internal partner team for further review. Please be on the lookout for a new case to be generated on your behalf. If we happen to receive an update prior to a new being created for you, we will be sure to follow-up on this thread!
Thank you for your continued patience on this shipment discrepancy!
NR_Amazon
JiAlex_Amazon
@Seller_5l52N9EzbbeOx
Following up on behalf of NR. The escalation team reviewed the details of the case and informed me the resolution provided on case shared is the correct one.
More information you can find it on Reconcile your shipment help page.
JiAlex
Seller_efjiuP0g26Cbr
I decided to stop sending shipments to Amazon USA after they repeatedly lost units and made it so hard to get a reimbursement. I wasted hours and hours of my time dealing with it. Then months later the items suddenly turned up in my inventory and Amazon reversed the reimbursement with no warning. The items were seasonal so they didn't sell
