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Amazon again refusing to investigate missing inventory.
I am part of the send to France process.
I sent a shipment of 28 cartons to Weybridge, 9 have not reached France and Amazon are refusing to investigate what has happened to them.
This isnt the first time, in order to investigate the missing cartons Amazon requests documentation proof of the cartons. We are the Brand owner and manufacturer, Amazon asks for a signed packing slip, dated before despatch, and among other things a signed stamped document from the manufacturer. None of these documents are required as part of the 'Send to Amazon' process, therefore dont exist. We can only assume Amazon is aware of this but frustrates sellers to avoid the investigating the missing inventory/cartons, why else would the investigation process be so frustratingly difficult.
They have UPS tracking numbers, they know the carton contents, they know they were delivered to the sort center......
Has anyone else encountered this reluctance to investigate missing inventory, if so, what can I do to convince Amazon to be on the side of sellers and start an investigation....
7 replies
Winston_Amazon
Hey there @Seller_8b4dENuUcVd7v,
Can you share a seller support case id please?
Seller_kXWBf9NvAT7DH
Yes, I have also encountered a reluctance to investigate. I send high value goods to FBA France via the AVASK UPS workflow. The process, as you know, is to first create the shipment, then obtain the customs clearance from AVASK, and then book collection once the customs document has been approved. Always in this order.
Recently I shipped a small consignment of only 4 cartons. Two of those cartons only contain a single item (worth hundreds of quid). Tracking shows succesful delivery of all four cartons to FBA warehouse. Yet, the item is lost.
Will Amazon investigate? No. Why? Because they will not accept that I own the goods that I have shipped and which are listed on the customs invoice. This even though they are collected from our address and are meant for sale in our name and on our account. They suggest that the customs invoice date is after the shipment creation date (it will always be so on the AVASK UPS workflow) and proves that these goods did not belong to us at the time of shipping. And THAT is why they wont investigate the loss of an expensive item in their warehouse.
I'd laugh if it wasnt costing me money. It's not the first time either.
Seller_6hatNtpPXl1YC
I had the worst shipping experience with ATS AVASK program.
I sent 2 packages in Dec2023 and they were delivered to DE sort centre to be shipped to UK but no success. After contacting both Amazon & AVASK 1000 times finally 1 out of 2 package were sent to UK end of Feb2024 (after 3 months of waiting in the DE sort centre)
The other package is missing and no update or answer from Amazon anymore. They neither find the missing items nor issue a reimbursement. Very irresponsible and faulty program that just adds to the problems of seller.
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