Urgent — Amazon FC Mislabeling Causing Fulfillment Errors
Hello Everyone
We’re dealing with a serious fulfillment issue that began after multiple customers complained about receiving the wrong product. Customers ordered one item but were sent a different product instead.
Shortly after, we received a warning message from Amazon requiring us to submit a Plan of Action (POA) due to these customer complaints.
To investigate, we placed a test Multi-Channel Fulfillment (MCF) order of 10 units of the affected product. Out of those, 6 units were correct, but 4 units were actually a different product — yet they were labeled by Amazon’s fulfillment center as the ordered item.
We do not use Amazon labeling, since all our products come with their own barcodes printed directly on the packaging. This mislabeling was done at the fulfillment center without our authorization or any need.
This fulfillment center error is leading to customer dissatisfaction and negative feedback, harming our brand reputation and sales, and putting our account status at risk—all through no fault of our own.
We have photo evidence and detailed documentation and urgently need Amazon’s help to fix this issue before more damage is done.
Has anyone else faced similar FC mislabeling issues or gotten POA warnings for something out of their control? Any tips on escalation and resolution would be greatly appreciated!
Thanks!
CASE ID: 18126511301
Admins, your assistance is urgently needed — this issue clearly requires human intervention and escalation, as it’s causing substantial financial losses, damaging our brand reputation, and directly affecting our account health and customer trust.
@Bryce_Amazon@Michelle_Amazon@Indy_Amazon@Connor_Amazon@Connor_Amazon@KJ_Amazon@Danny_Amazon@TaylorR_Amazon@Jameson_Amazon@Jim_Amazon@Cooper_Amazon@Micah_Amazon @CR_Amazon@Xander_Amazon@Manny_Amazon@Joey_Amazon
8 replies
Seller_Sram36TnVt73c
THIS HAPPENS CONSTANTLY.
The first thing you should do is close your affected FBA listings until you get this sorted out. If you want to send in fresh inventory in the meantime, make sure to assign another SKU so they don't get mixed up in this too.
This happened to me when I sent in a mixed SKU box with similar looking products (2 SKUs). I sent 20 of one item and 30 of the other. They were all labeled correctly. They received 50 of one of the 2 SKUS and the other was received as '0'. I pointed this out to Amazon and they managed to find a few of the unchecked-in ones but most were not located and were not un-relabeled.
Then they lied to me about it, saying they don't relabel. They refused to help in their warehouses, so I had to recall everything. I found their incorrect labels covering my correctly labeled product.
Apparently, whoever received the box took one item out, scanned it and assumed the entire box was the same because they did look very similar (same packaging, but different sizes inside). then somewhere down the line someone at another warehouse (I presume) was expecting product A but got product B instead, so they simply put a product A sticker on top.
They didn't touch my metrics for incoming non-conformance, they didn't charge me for the relabeling, so you know it was done on the downlow. And customers weren't complaining because they were getting the $20 item for $10.
I SEE IT CONSTANTLY GOING ON STILL. This happened to me about 6 years ago. Since then, whenever I send mixed SKUs in, I make every effort to make it obvious that the items are not the same with labeling, color coded stickers, or even just placing a sheet of kraft paper between products (after pointing out this is THEIR error, you could mention these methods in your POA if you still have to provide one). Otherwise, I am to send in single-SKU shipments in, but that has become very difficult since the implementation of placement fees.
I'd be tempted to state my plan of action as: Amazon needs to recover all of the affected inventory and remove labels that were incorrectly placed on my product {Include pics). I also need my metrics restored to where they were before Amazon made this error, reimbursement for blah blah blah orders, etc., etc.
Here is another RECENT THREAD where this has happened. AND ANOTHER.
@Jameson_Amazon, can you help both this seller and all sellers by getting to the bottom of why this keeps happening? Maybe touch bases with @Topher_Amazon, has he has also dealt with this?
Seller_vGMq718R9Jabh
Admins,
We urgently need your support, as every order currently puts our brand reputation, customer satisfaction, and financial stability at risk.
We have operated on Amazon with complete integrity, consistently building our brand in full compliance with Amazon’s policies and standards.
Please help us resolve this issue or escalate it to the appropriate team as soon as possible.
@Bryce_Amazon @Michelle_Amazon @Indy_Amazon @Connor_Amazon @KJ_Amazon @Danny_Amazon @TaylorR_Amazon @Jameson_Amazon @Jim_Amazon @Cooper_Amazon @Micah_Amazon @CR_Amazon @Xander_Amazon @Manny_Amazon @Joey_Amazon@Topher_Amazon
NR_Amazon
@Seller_vGMq718R9Jabh Hello there! As Jameson and Topher and previously assisted through escalation paths, please note I have followed this same path for the recent issues you have been seeing.
Please be on the lookout for communication to be sent out in a new case due to this escalation!
Feel free to reply back here when this new case has been closed out, and if you are needing further assistance.
Thank you!
NR_Amazon
