2 months long issue with shipment

Hello,

We have a significant issue with our last shipment to Amazon, which is severely impacting our sales. We sent two pallets.

One pallet was delivered on May 14, 2024, and the other on May 16, 2024. (In previous shipments, our pallets were delivered together on the same day.) When I reviewed the shipment summary, I saw that the units located are completely incorrect.

For example, we sent one item with 32 units, but the units located were only 5. It's also strange how they arrived at this number. If each box contains 4 units, this means they must have taken 1 unit from another box. So, where are the other 3 units? These units are missing.

I contacted Amazon, stating that the total discrepancy is 79 units, which equates to £4820. The response was: "Shipment is still in 'Receiving' status. We kindly suggest that you wait until the shipment enters 'Closed' status. The shipment will become eligible for investigation on June 1, 2024."

I waited. When I could, I opened a case for investigation, providing all the necessary proof. However, we then saw that almost all of our missing units had been attributed to the wrong SKU.

Despite submitting proof, the response I received was: "I have reviewed the investigation for shipment FBA15J18K004 and found it to be accurate."

Since then, we have been caught in a loop of automated responses or no responses for weeks. After more than two months, there is still no resolution. Since mid-June, we have had no sales on incorrectly accepted positions, and some SKUs are now at zero stock, even though there should be units available.

Current Status: We are still awaiting a resolution. We have sent proof as requested multiple times, but we have not received any updates since.

It is unacceptable to wait this long, as it is causing significant financial losses and affecting our sales.

What can we do? Has anyone had a similar experience and knows a way to resolve this issue, especially when Amazon insists that everything is accurate despite proof to the contrary?

@Maja_Amazon @Julia_Amazon @Winston_Amazon @Julia_Amzn

Kind Regards,

Simona