FBA Fulfilment Error Damaging Brand – 30+ Customers Receiving 1 Unit Instead of 5-Pack
Hello,
I am looking for assistance escalating an ongoing FBA issue that is significantly damaging our brand and customer experience.
Case ID: 12625049072
We sell a box set containing 5 box files per unit.
The products were sent to Amazon correctly:
Each FBA unit contains 5 box files.
The outer packaging clearly states "Box of 5".
The product weight matches a 5-pack.
The dimensions match a 5-pack.
The listing clearly describes a set of 5.
Despite this, over the last two weeks approximately 30 customers have reported receiving only 1 box file instead of the full set of 5.
The issue was initially dismissed, however customer complaints continue and we have therefore reopened the case.
This is creating:
Negative customer experiences
Refunds and replacements
Damage to our brand reputation
Loss of confidence in our listings
We believe there may be an issue within the FBA fulfilment process or inventory handling, as the products were supplied to Amazon correctly.
Can a moderator please escalate this to the appropriate FBA investigation team and advise what additional information is required?
Thank you,
Nathan
FBA Fulfilment Error Damaging Brand – 30+ Customers Receiving 1 Unit Instead of 5-Pack
Hello,
I am looking for assistance escalating an ongoing FBA issue that is significantly damaging our brand and customer experience.
Case ID: 12625049072
We sell a box set containing 5 box files per unit.
The products were sent to Amazon correctly:
Each FBA unit contains 5 box files.
The outer packaging clearly states "Box of 5".
The product weight matches a 5-pack.
The dimensions match a 5-pack.
The listing clearly describes a set of 5.
Despite this, over the last two weeks approximately 30 customers have reported receiving only 1 box file instead of the full set of 5.
The issue was initially dismissed, however customer complaints continue and we have therefore reopened the case.
This is creating:
Negative customer experiences
Refunds and replacements
Damage to our brand reputation
Loss of confidence in our listings
We believe there may be an issue within the FBA fulfilment process or inventory handling, as the products were supplied to Amazon correctly.
Can a moderator please escalate this to the appropriate FBA investigation team and advise what additional information is required?
Thank you,
Nathan
7 replies
Seller_UImKvM8RwScxb
Does each 5 pack have a sticker on saying "This is a set, do not separate" Or "Sold as a set, do not separate" - if not then you need to do this and the FC should not open the box.
Sky_Amazon
Hello @Seller_fjjQ0NIuUcucf
Thank you for reaching out and sharing the details of this issue.
Upon reviewing the case ID 12625049072, I found our partner team is actively looking into the issue and it is pending. Hence, I would request you allow them some more time.
They will get back with more details, once the investigation is completed.
- Sky
