Urgent Help Needed: Removal Shipment Not Delivered – Missing 255 Units, Tracking Issues, and No Support from Amazon
Hello fellow sellers and Amazon team,
I'm reaching out here as a last resort and truly hoping someone from the community or Amazon staff can guide or escalate this issue for me.
Background:
One of my products was wrongly marked as stranded due to a Patent Infringement claim in April 2025. We believe this is an error, and we submitted all the required documentation to Amazon. The evaluation is still in progress even after more than 80 days. Meanwhile, Amazon's policy states that stranded inventory is disposed of after 90 days.
To avoid losing our goods, we opted to remove and return the items to our 3PL warehouse using the standard removal process. The return order was successfully created, and six shipments were generated with nine tracking numbers.
However, only one of the shipments (containing 2 units) has been delivered. The remaining shipments (covering 255 units) are missing. When I checked the tracking links provided by Amazon, hey display the following message:
"Currently, we are not able to provide the trackin details. We can’t locate shipments if we haven’t received information from the shipper yet, or if the parcel information is older than 120 days."
Issues Faced:
- I contacted Seller Support, but they informed me they cannot assist further because the ASIN is still in stranded status.
- This seems highly unfair since the only reason we removed the units was because they were stranded. If the product had been active, we wouldn't have had to take this step.
- I suspect wrong tracking details were assigned to the shipments - why else would all but one tracking number be untraceable?
- I’ve confirmed with our 3PL warehouse, and none of the other units have been received, except the 2 in the one delivered shipment.
What I need:
- Proper and valid tracking information for all removal shipments.
- Clarification on how Amazon ensures accuracy in shipment tracking for removals, especially in stranded cases.
- Escalation or guidance on how to retrieve or locate my missing inventory.
- Assurance this doesn't happen again for other sellers in a similar situation.
Final Thought:
This is a serious issue not only from a financial standpoint but also in terms of trust and reliability in Amazon’s fulfillment and removal system. I truly hope someone here can point me in the right direction or help escalate this to someone who can investigate properly.
Thank you in advance for reading and supporting. 🙏
Urgent Help Needed: Removal Shipment Not Delivered – Missing 255 Units, Tracking Issues, and No Support from Amazon
Hello fellow sellers and Amazon team,
I'm reaching out here as a last resort and truly hoping someone from the community or Amazon staff can guide or escalate this issue for me.
Background:
One of my products was wrongly marked as stranded due to a Patent Infringement claim in April 2025. We believe this is an error, and we submitted all the required documentation to Amazon. The evaluation is still in progress even after more than 80 days. Meanwhile, Amazon's policy states that stranded inventory is disposed of after 90 days.
To avoid losing our goods, we opted to remove and return the items to our 3PL warehouse using the standard removal process. The return order was successfully created, and six shipments were generated with nine tracking numbers.
However, only one of the shipments (containing 2 units) has been delivered. The remaining shipments (covering 255 units) are missing. When I checked the tracking links provided by Amazon, hey display the following message:
"Currently, we are not able to provide the trackin details. We can’t locate shipments if we haven’t received information from the shipper yet, or if the parcel information is older than 120 days."
Issues Faced:
- I contacted Seller Support, but they informed me they cannot assist further because the ASIN is still in stranded status.
- This seems highly unfair since the only reason we removed the units was because they were stranded. If the product had been active, we wouldn't have had to take this step.
- I suspect wrong tracking details were assigned to the shipments - why else would all but one tracking number be untraceable?
- I’ve confirmed with our 3PL warehouse, and none of the other units have been received, except the 2 in the one delivered shipment.
What I need:
- Proper and valid tracking information for all removal shipments.
- Clarification on how Amazon ensures accuracy in shipment tracking for removals, especially in stranded cases.
- Escalation or guidance on how to retrieve or locate my missing inventory.
- Assurance this doesn't happen again for other sellers in a similar situation.
Final Thought:
This is a serious issue not only from a financial standpoint but also in terms of trust and reliability in Amazon’s fulfillment and removal system. I truly hope someone here can point me in the right direction or help escalate this to someone who can investigate properly.
Thank you in advance for reading and supporting. 🙏
16 replies
Christine_Amazon
Hi @Seller_GNEOr54j1NZrT
Christine here from Amazon Forums.
Can you please share the latest Case ID with our seller support team so I can take a look at your situation and see what's the next step?
Christine.
Christine_Amazon
Hi @Seller_GNEOr54j1NZrT
Christine here.
Upon investigation, there are some issues that we need to be resolved before the team in charge can proceed with the investigation.
- First, the account is pending a valid credit card.
- Additionally, the ASIN related to this removal is presenting infringement issues.
In this case we do recommend you to fix the credit card inconveniences to reinstate the account, and then reinstate the listings related to the removal order, so they can proceed with the investigation.
Christine
Seller_GNEOr54j1NZrT
Hi Christine,
Thank you for the update.
Yes, we are currently in the process of resolving the issue regarding the pending valid credit card on our account.
As for the ASIN-related infringement, the matter is still under review by the Amazon team. The status continues to show:
"We received your submission. Our evaluation is in progress."
We have been following up regularly via calls and support cases, but there has been no resolution yet from Amazon's side.
Given this situation, I kindly request your assistance in helping us move forward, especially since the delay is on Amazon's end. Your support in getting this escalated or re-evaluated would mean a lot to us.
Looking forward to your guidance.
Christine_Amazon
Hi @Seller_GNEOr54j1NZrT
Please know that we did escalate your case, however you will need to wait for the resolution on the ASINs and have the issue resolved with the credit card, so we can have your case escalated one more time.
Christine.
Seller_GNEOr54j1NZrT
Hi Christine,
Thank you again for your continued support on this matter.
I would like to update you that both issues have now been resolved:
- 1. The credit card issue has been sorted out.
- The ASIN is now active, and the infringement matter has been cleared.
With these resolved, I kindly request your help to rectify the pending removal shipment issue and assist us in locating our inventory.
Looking forward to your valuable guidance and support.
Christine_Amazon
Hi @Seller_GNEOr54j1NZrT
I do see that in the case ID 11454029162 the team in charge has made the request today for the reimbursement.
Let's wait for their resolution, and if the issue persists, then we can proceed.
Christine.
Seller_GNEOr54j1NZrT
Hi Christine,
I’ve just received a reply from the support team regarding my reimbursement claim for the missing removal shipments (STDREMLB3). Their response was that my claim is ineligible because it was supposedly filed after the 75-day window.
They mentioned:
- Removal shipment dates: May 21, 2025 and May 24, 2025
- Case creation date: August 26, 2025
- Policy requirement: Claims must be filed within 75 days of shipment
However, this is not accurate. The reality is that I first raised this case on July 9, 2025 under Case ID: 11273469662 - which is well within the 75-day requirement.
Can you please help me escalate this again? The information provided by the support team is clearly not correct, and I don’t want my claim to be rejected on the basis of wrong dates.
As you know, this is about 255 units worth £25,000, so I would really appreciate your continued support in getting this resolved properly.
Thank you for your help!
Christine_Amazon
Hi @Seller_GNEOr54j1NZrT
I was checking, and I do see that the case is still open.
Let's wait for the case to be in resolved status so we can move further.
Christine.
Seller_GNEOr54j1NZrT
Hi Christine,
We received the below response:
"Hello from Amazon Selling Partner Support,
We understand your request regarding that you want reimbursement for the removal order id: STDREMLB3 of the provided shipment IDs.
Regarding your request, please be informed that this missing event is not eligible for reimbursement because it has passed eligible window.
Please be informed that we have tried to process a reimbursement manually but our internal systems were not accepting as per policy update.
Moreover, please note that the eligibility window starts 14 days after from the shipment date and ends 74 days later (14 plus 60 days).
The policy was announced on October 10, 2024 and enforcement of the policy begins on January 9, 2025 and policy change will not affect the value of any reimbursement claims.
Furthermore, please be informed that as per policy the eligible window will be the same if the removal order is before 9 January or after 9 January.
We also providing the screenshot of the claim window for removal order kindly check for the same.
For more information about the claim window for removal order please refer to mentioned help page:
FBA inventory reimbursement policy: Removals claims
https://sellercentral-europe.amazon.com/help/hub/reference/G9ZB3H4DP4H72U6R"
As you know the reality, please help us to proceed further.
Christine_Amazon
Hi @Seller_GNEOr54j1NZrT
I just checked again, and the case remains under investigation.
Please wait for the team in charge to provide you with a resolution.
Christine.
Seller_GNEOr54j1NZrT
Dear Christine,
The team suggested the same solution, so we kindly ask for your help. This doesn't feel fair.
