Amazon lost stock - no further information on what they require

Hi there, wondering if a MOD can help escalate this? We cant just accept that Amazon can just close a case resulting in $10k+ of costs.

We have shipped to Amazon 2 pallets on 05/05. One of these pallets has been booked in and receipted, the other - Amazon claim was not received.

Once the shipment closed, we opened an investigation. We have provided the picking list from our 3PL, the UPS collection manifest showing 2 pallets and manufacturer invoices for all of our goods (we are the manufacturer and brand owner) so our invoices in the main, are Chinese factories.

We have since had a reply simply stating:

I know that a quick resolution of our investigation is important to your business.

However, we’re unable to continue our investigation because the documentation provided doesn’t meet one or more of the requirements for acceptance.

This case has been resolved. When you’re able to provide documents that satisfy all requirements, please create a new case.

Thank you for selling with Amazon.

No information on what the issue is, what is missing or details of the discrepancy. I am assuming that it may be that our company name was changed last year, and that some of the invoices date back to prior to this name change so show a different company name. I have explained to Amazon this and they already have all of our company name change details as part of our verification process with account health team. Offering this possible issue, we are just receiving the same reply again stating it doesn't meet their requirements and they are closing the case.

Can a human intervene here please?

Thanks in advance.