@Seller_j9Bd91CW3ZVpr @Seller_XUNeUuvrQDpgP

I need some help please from a mod. I sent in 210 items (across 7 sku's) on FBA shipment FBA15JTQPSBX. The goods were checked in and each item was located in full and the problem tab on the shipment shows there are no problems on the shipment. I then received a message on 23rd December to say my items were defective as I had sent car instruction booklets and to check with my supplier. I supply the goods into Amazon and they are packed in my own secure unit which contains only my stock (I packed the box) - being a Craft retailer I have nothing at all to do with cars. I am having problems sorting this out and the units are still showing defective today.

Case no 10644466722 refers as does case 10666575872 which was started after I phoned Seller Support. The main case (10644466722) suggests I make a missing stock claim - but the stock is not missing as it was all checked in. The other case (10666575872) suggests I recall the stock - but what stock will I get back - will it be mine or will it be car booklets?

Can you please help me with this and get my stock from defective to saleable

Amazon recently 'lost' thousands of units of our stock in their warehouse (a whole other story) and have reimbursed us for around 550 so far however the unit price was below the cost of goods. I queried this and was met with a copy/paste reply that they are not looking into it further and it meets amazon's guidelines. It doesn't.

I finally got an agent on chat who broke down the unit price and admitted to me that they 'rounded up' the digital services fee from £0.09 per unit to £0.9. That's not rounding that's multiplying by 10. This £0.81 difference is substantial over the thousands of units and even escalating this case to the MD just gets me the same copy/paste response but just from someone more senior.

How can they state a miscalculation then have the gall to still say they are 'following policy'? Has anyone else ever experienced this?

I have very rarely raised any shipment issues. Fulfilment centre, in my personal experience are just great in handling our goods.

However this time, the fulfilment centre appears to have misplaced a unit.

I requested investigation of the unit as I can see that it was received and after that probably misplaced.

Another issue with this unit is that there seem to be a conflicting/duplicate SKU, which I had deleted before shipping it out. For some reason, both SKUs appear in my shipment. It is highly likely that this conflicting/duplicate SKU may have triggered a cross-check issue and the fulfilment centre may have set it aside.

With which I have no issue and I am willing to wait.

However, the listing says "0" so I thought I would request seller support to investigate. I did not ask for reimbursement because knowing how efficient the fulfilment centre is, I am pretty certain it will be found and eventually returned to my inventory.

All I want is to ensure that they are aware of the "0" marked against my listing.

I open a case with seller support.

The response from seller support was quite aggressive and negative. Instead of raising it with the fulfilment centre to investigate, the guy in an aggressive tone denied reconciliation or reimburse (which I never asked for) stating that I have to prove ownership.

I pointed out that his duty was to reach out to the fulfilment centre and first investigate. Whether I prove ownership or not, a unit that was marked as arrived, need to be found. I have in the meanwhile kept my invoice ready for submission, when it is appropriate to request reimbursement. I believe this seller support's interpretation of and application of the policy is inaccurate. This is something that I have been long suffering over cases. Wrongful interpretation of all amazon policies. It almost feels like seller support is reading policies in such a way that they don't have to work on the case.

My question to @Seller_mIRnuhdx7l5sN@Seller_TSXM2A5nxWSuH@Seller_DNQGSsdC7DccM@Seller_z3k8APxGfbQEK@Seller_Huz6FT08OxHAR@Seller_iTgjdgiRqiPsn

Would you share the amazon policy where sellers have to submit ownership proof just to raise investigation of a unit that was shipped and marked as received by amazon, please?

Had I requested for reimbursement I can appreciate that some seller support may want invoice and proof of ownership to reimburse.

Many thanks in advance