Typical CS Nightmare
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Seller_2U6WP5eJxL5Dp

Typical CS Nightmare

We had an FBA (business customer) order placed on 5/15 - its been pending for weeks (90 units). I searched the forum and it looks like 21 days is the magic number to to reach out to support to ask for help.

First response was for me to reach out to the customer. Obv cant do that as it is a pending FBA order so every detail is hidden from me. I responded point out this fact.

Second response is the it is a "virtual short" meaning units are lost please wait 96 hours. I responded clarifying as virtual short was a new term for me.

Third Response is the it is a "virtual short" meaning units are lost please wait 96 hours. Waited the hours and responded asking for reimbursement and for Amazon to contact "our" customer about their issue.

Forth response we will go ahead and cancel the order which will take 3-5 days. I have responded again asking for this reimbursement.

It is truly incredible that the customer service pathway for sellers is CS>CS>CS>CS>Seller Forums>Hope a mod jumps in>maybe it gets slightly more attention>eventually we just give up. If we gave any level of service like Amazon CS gives we would be suspended immediately.

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Fulfil Orders
Tags:Cancelled order, FBA, Fulfilment Centre, Warehouse
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Seller_OvL8C4BJWiuS9
In reply to: Seller_2U6WP5eJxL5Dp’s post

What are you requesting reimbursement for?

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Seller_0rXAME9V4LQSx
In reply to: Seller_2U6WP5eJxL5Dp’s post

What are the chances you have 90 units at the warehouse closest to the customer? Could the delay be in warehouses consolidating the units before it gets shipped to the customer? We have seen this recently with a business customer that started having their individual locations order from amazon. The locations are ordering 30-50 units at a time and based on the total we keep in FBA the inventory the units are there just not in the right place at those quantities

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Dominic_Amazon
In reply to: Seller_2U6WP5eJxL5Dp’s post

Hi @Seller_2U6WP5eJxL5Dp,

Dominic from Amazon here, would like to try to help. Can you please provide me with the case ID you created for this?

Best,

Dominic

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Seller_HRcJa1gdGHeov
In reply to: Seller_2U6WP5eJxL5Dp’s post

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Seller_2U6WP5eJxL5Dp
It is truly incredible that the customer service pathway for sellers is CS>CS>CS>CS>Seller Forums>Hope a mod jumps in>maybe it gets slightly more attention>eventually we just give up. If we gave any level of service like Amazon CS gives we would be suspended immediately.
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Do as we say not as we do, Amazon takes hypocrisy to a new level.

My only advice would be to ask for a captive FBA team member and see what they can do.

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