Amazon FBA have sent someone else's inventory, and it is not even the right item
Hello everyone, I hope you are all as well as can be during this time.
I am here to ask for some advice about an issue I am having. I received a message from a buyer Today stating that they had received a lower quality version of the item they had purchased. The buyer attached a picture of the item they received, and luckily enough it has a review sticker on it from another FBA seller which I have subsequently tracked down, and confirmed is on the same listing as me. I am using manufacturer barcodes, so I assume that is how this has happened. I don’t really know what to do about it, and who is ultimately responsible for the refund, or if this is going to affect my stats negatively.
Any advice on the best way to approach this would be appreciated.
Kind Regards
Seller_fMsCVAHNu4txH
Yes… Instead of contacting the seller through their ‘orders’ page, they’ve probably looked the item up again, and clicked ‘contact seller’ through the product page instead.
16 replies
Seller_7VbclcPFFRTnc
I presume then that its commingled stock which means they just pick either yours or your competitors item ?!
Seller_BS5lg2keRs2QO
Amazon say that they can trace which seller’s stock it was taken from, but i still think most people would rather use FNSKU labels. As to the refund, it’s FBA so Amazon will sort that out - from your funds i would assume since you shouldn’t get to keep the money.
Ordinarily i’d say remove the stock depending on the quantity but, despite them saying they know which seller owns which stock, they also say if you do a removal order you may not get your exact items back.
Seller_EOmLRMFX8Oo9x
Always a risk if you send your stock in to be mixed in with other sellers, for the time it takes to print off an FNSKU label and stick it on your item which makes sure your customer receives your stock. To me it’s a no brainer if you are sending small quantities into FBA BUT if you have hundreds of these to label them it could be very time consuming
Seller_wj2917E4HYVXX
Thanks for the help and advice guys, much appreciated.
Seller_4ClHrl0RDL7km
Hi All, so we got the below email from Amazon, the asin in question is not ours: B083R4DHS1. Our asin is: B07YLVCTF6. Considering we sell FBA, it is clearly an FC issue. Not sure how long the investigation takes, and we are losing sales while it is ongoing, also our NCX rate has gone up due to this, suppressing our vouchers etc. Haven’t managed to get hold of anyone at SS, I will appreciate advice from anyone with any similar experience please. Thank you.
Hello from Fulfillment by Amazon,
Your offer for ASIN B07YLVCTF6 has been temporarily suspended due to an investigation prompted by negative customer return comments.
For this investigation, we have identified item/parts missing issues based on the following customer comments:
- Customer has ordered this item twice as the first time he received the item with asin B083R4DHS1 (the wrong degree of the pivot), however, the product he wants has asin B07YLVCTF6. When he reordered the item there was the same mistake. it doesnt have the pivot to move the magnet head, there is just a cable.
During this investigation, this ASIN offer will not be eligible to send additional units into Amazon’s fulfillment centers.
Amazon is dedicated to customer satisfaction and our team is working to troubleshoot this issue for you.
The investigation commenced involves checking a sample of your inventory to verify customer reported issues and ensure that units in our fulfillment centers are satisfactory and meet customer expectations based on what is displayed on the listing page.
From the findings of this assessment, we will notify you if corrective measures are necessary for the rest of your inventory or if more information is required from you to fix any issues potentially found.
