Hello Amazon Moderators and Seller Community,
We are requesting urgent assistance regarding a shipment discrepancy and denied reimbursement for Shipment ID: FBA15JRVMJ1H, despite our full compliance with Amazon’s reimbursement policies.
Account Name: ARCOL
Marketplace: Amazon Italy
Shipment ID: FBA15JRVMJ1H
Date Delivered: 16 December 2024
Shipment Closed: 21 June 2025
After the shipment was officially closed, we discovered a discrepancy. However, when we attempted to file a reimbursement claim, the system indicated that the claim window had expired—based on the delivery date, not the closure date.
This conflicts with Amazon’s published reimbursement policy, which states that sellers can only submit claims after the shipment is marked as closed:
https://sellercentral-europe.amazon.com/help/hub/reference/G201214140
We followed this policy and submitted the claim within 60 days from the closure date. Despite this, the claim was rejected, referencing the delivery date instead—making it impossible for sellers to act within a valid timeframe.
Discrepancy Summary:
Units Shipped: 1,800
Units Missing: 324
ASIN: B0D3HPJXXR
FNSKU: X0020QZ8D9
We were previously advised by Seller Support to wait until the shipment was closed before submitting a claim. However, once the shipment closed, we were blocked from filing due to the system treating the delivery date as the deadline. This inconsistency in policy enforcement has resulted in a significant and avoidable financial loss.
Additionally, while Support has stated that reconciliation and appeals follow separate workflows, these processes are inherently connected:
Reconciliation only opens once the shipment is closed
Appeals can only be submitted once reconciliation is available
We used Amazon’s partnered carrier (UPS) and submitted full documentation, including packing lists and carrier records. Despite this, the claim was denied purely due to system logic conflicting with written policy.
To emphasize the inconsistency, a separate shipment (FBA15JRVD05S) with a similar timeline and issue was successfully reimbursed under Case ID: 11285366572.
We have submitted and followed up on multiple cases, which have either received generic replies or were closed without proper resolution:
11249514952
11245632132
11274741522
11271148062
11289022482
11309013432
We respectfully request that this issue be escalated for proper investigation so the missing 324 units may either be located or reimbursed.
As a long-standing Amazon seller and brand owner, we are simply asking for fair and consistent treatment in line with Amazon’s stated policies.
We also welcome insights or shared experiences from fellow sellers in the community who may have faced a similar issue.
Thank you for your time and support.
Warm regards,
