How to get Amazon to accept our proof of ownership documents for a lost shipment?
I have two separate shipments where items were lost/stolen/damaged during 2024 christmas rush. Rather than communicate that something went wrong-- they just zero'ed everything a month later with no communication. Pretty frustrating/annoying. To make matters worse: We havent been able to get reimbursed because our documents are being rejected for unknown reasons. When i ask for clarification, i just get back a form-like "your documents dont meet our requirements, therefore your case is resolved, goodbye". Obviously, its not resolved and this kind of response is beyond frustrating. But I dont know what to do here. For one of the shipments the invoices are... kind of low-quality as theyre from a chinese manufacturer. But the other shipment has invoices that couldnt be more professional and come from a EU country-- which kind of rules out that there is something actually wrong with the documents (and again, both have all the things they list they need). The only conclusion I can draw is that Amazon is unable or unwilling to actually read our documents and issue us a reimbursement.
Ive asked repeatedly on one of the claims for them to escalate the matter or get a manager involved, and i just get back the same form-like rejection. What can I do to escalate this or get this actually addressed?
If an Amazon agent would like to step in, it would be appreciated:
Case 1: 16956430651
Case 2: 16847646581
Unfortunately, if this is the norm that Amazon will occasionally lose a whole box of our product and then give us the run around on reimbursement it would make Amazon a platform we couldnt possibly continue selling on-- as there would just be no profit left in it.
How to get Amazon to accept our proof of ownership documents for a lost shipment?
I have two separate shipments where items were lost/stolen/damaged during 2024 christmas rush. Rather than communicate that something went wrong-- they just zero'ed everything a month later with no communication. Pretty frustrating/annoying. To make matters worse: We havent been able to get reimbursed because our documents are being rejected for unknown reasons. When i ask for clarification, i just get back a form-like "your documents dont meet our requirements, therefore your case is resolved, goodbye". Obviously, its not resolved and this kind of response is beyond frustrating. But I dont know what to do here. For one of the shipments the invoices are... kind of low-quality as theyre from a chinese manufacturer. But the other shipment has invoices that couldnt be more professional and come from a EU country-- which kind of rules out that there is something actually wrong with the documents (and again, both have all the things they list they need). The only conclusion I can draw is that Amazon is unable or unwilling to actually read our documents and issue us a reimbursement.
Ive asked repeatedly on one of the claims for them to escalate the matter or get a manager involved, and i just get back the same form-like rejection. What can I do to escalate this or get this actually addressed?
If an Amazon agent would like to step in, it would be appreciated:
Case 1: 16956430651
Case 2: 16847646581
Unfortunately, if this is the norm that Amazon will occasionally lose a whole box of our product and then give us the run around on reimbursement it would make Amazon a platform we couldnt possibly continue selling on-- as there would just be no profit left in it.
6 replies
Seller_8sP6ffckcRn6v
Amazon is lately stealing left and right.
Happened to us several times.
They do not tell you anything.
It as you wrote. They zero out shipments or sometimes one or more cases from a larger shipments.
We always open cases citing policy.
It usually take several attempts. But in the end we get reimbursed.
Now in our case, we are the manufacturer. We attach a signed packing slip, as required for brands that ship themselves to Amazon.
If you have good invoices, reopen the case citing policy. But your supply chain and invoices must be rock solid.
Seller_xZJPHUC5TZusQ
To anyone else running into this, its now 2 months later, but they have now found ~95% of the missing inventory. It was def still all zeros a few days ago. They also did not think it was worthwhile to mention this/email this/update me on this. So, it may be worthwhile to keep an eye on the shipment discrepancy, as they will change it without notifying you-- in this case months later and after theyd previously tried closing the shipment and case about it with zero items found. Im unsure if the case was necessary to find the missing items or eventually someone would just be like, "hey whats that rando box/stuff doing over there?" and eventually get our items into the system.
Its pretty obvious the last 5% they just lost (a few of each thing was missing)... maybe at some point itll show up, but Im skeptical. I have no confidence they will ever reimburse for it. So I guess sellers just need to accept that sometimes youll have to ask them to investigate multiple times, and that maybe theyll find your stuff months later, and some will be missing and youll never be reimbursed (or notified) along the way-- and maybe just need to up prices on amazon when it happens to compensate. Terrible process. Very upset overall-- called to try to discuss these issues with a manager and they just hung up on me when i asked to speak with a manager. Stay classy Amazon.
Christine_Amazon
Hello @Seller_xZJPHUC5TZusQ
Christine here from Amazon Forums.
I will bring your case to the team in charge, for them to review it.
Please know that while I can escalate your case internally, I can not guarantee any outcome.
As soon as I have more information, I will contact you through here.
Hope you have a great day!
Christine.
Christine_Amazon
Hello @Seller_xZJPHUC5TZusQ
Christine here.
I just heard back from the team in charge.
Invoices normally include the date of when the purchase was made, the quantity of items purchased, full name and address of invoice issuer, full name and address of purchaser.
If you are the manufacturer, please send a copy of the signed packing slip: the document issued by the store with the list of all the items included on the shipment.
The packing slip must include the packing list date, shipment or purchase order ID, product names of the missing items, quantity shipped, and manufacturer signature or stamp.
The documents presented before were invalid and can not be used to complete a full investigation.
Christine.
