4 pallets showing delivered by Amz yet never checked in. Carrier shows delivered as well, freight booked thru Amazon Buy Shipping. Now the shipment is showing “auto-closed because it been 90 days (which it has not been 90 days) and not available to reconsile”.
I contact seller support and the rep told me “Auto closed after 90 days, you should a, a, a, a, create a new shipment and send the items in again…”
The whole thing is shameful. Millions in referal fees and thats the help they offer…
-Of course imediately hung up and called back and s/w someone half way competent and now they “are sending a message to the internal team…”
This sounds exactly like what happened to us when Amazon redirected a shipment to another DC and it sat for 7 weeks. Our SAS manager (a former Amazon DC manager) was able to research and find it.
Since Amazon doesn’t actually show you real tracking info, the seller never knows. Nothing in Amazon’s workflows will show you this, EVEN AFTER IT’S CHECKED IN, unless you dig into the inventory detail reports - post-receipt.
When this happens, shipments just sit in trailers until they are gotten to which is sometimes the 30th of February. Your shipment isn’t lost. Amazon just doesn’t know where it is but the right people can find it and alert the DC and take action. Within 72 hours, our “lost” shipment was checked in.
I am hoping that your support agent sent the case to the right internal team and this can be resolved quickly.
Amazon’s systems for redirects of FBA shipments is quite broken, even when they are the carrier, which was the case for us.
which again makes no sense because it is not 90 days since shipment creation or “last activity on shipment”. No option to reconsile.
Its like the problem is one thing thats very frustrating but on top of that, the rep telling me to “just send a new shipment in” instead of even trying to offer proper support just makes my blood boil.
The whole seller support or lack there of is just sooo broken. So frustratingly broken.
I have all that and think you are right it will eventually turn up but of course its seasonal (summer) thought a 5/3 delivery would be in time to sell say 6/21 obviously my mistake…
Smh
I had a shipment recently where there were some units missing, and 1 box’s tracking showed as in-transit but never delivered (it hit a few sorting facilities then just never showed delivered). This was using UPS as a partnered carrier, so Amazon should be responsible.
Reimbursement was denied on the basis it wasn’t shown as delivered. And there’s no real recourse there except arbitration.
One thing you should try here is contact the carrier and ask if they ever received the trailer that was used to deliver your shipment back from Amazon. There’s some possibility it’s still sitting in the parking lot. If they did receive the trailer back more than a couple weeks ago then your shipment’s actually lost. If they refuse to reimburse and the shipment value is high then you might need to go to abitration
This happens all the time and the others advice is dead on. Get copies of proof of delivery from the carrier and make sure you keep a copy of the BOL the driver signed.
Don’t waste your time talking to seller support, very unlikely you are going to reach anyone that knows the issue or can/will do anything.
Send your issue in a message with your BOL and proof of delivery docs as attachments. You’ll get the same worthless response that you would get if you called but you have documentation of the issue. Ask for more help with this case but use the word escalate frequently in your response like below-
" Please escalate this issue to the proper team. I would like to have this issue escalated to the FBA team. I need more help with this issue, please escalate."
Be polite and respectful but make it very, very clear you want this to go up the ladder. Repeat this until you get in touch with someone that understands the issue. It may take 4 or 5 more times or doing the same but as long as you are polite and respectful, I’ve always had it get to someone that will actually look into it.
95% chance your goods are sitting in a trailer in the parking lot of an Amazon facility. Unfortunately this isn’t going to get resolved quickly, but do what you can to make them aware of it. If you get in touch with the right people, they will push to resolve it, it’s just not easy getting to them.
After contacting SS a 2nd time, now 99% of the items are appearing as “received” in the shipment althought the other 1% is still not eligible for “reconsile” due to this “90 day auto close…” (whatever that means) but honestly ill take 99% at this point lol.
Every single item however is now in “transfer” status and not available for sale yet, so fingers crossed in next week or so, this will be all sorted out.
Happy I didnt listen to the first rep and just send 4 new replacement pallets as suggested
Strong signal that the shipment was diverted to another Amazon location. The internal team saw that, realized that the autoclose was going to cause issues for Amazon and you (they only care about Amazon) - likely forced received it, to keep or get it open, and alerted the DC where it is to go find it and count it.
Curious if you got the traditional emails for “Checked In / Receiving” when all of this happened? If this was on FanDuel, I would bet against that.
For anyone who thinks Amazon doesn’t actually know where ■■■■ is - they do.
Obviously bad people prevent things from working the way they are supposed to sometimes. There’s an unbelievable amount of inventory moving around. FBA has been really good for us. I actually think it’s remarkable how good of a job they do. It just sucks when you are a seller that has some bad luck with a shipment here or there.
This help we got from SAS was more than worth the monthly fee that month. There was over $100K in sales in that shipment that might still be lost today, baking in the back of a trailer getting destroyed.
My understanding of SAS Core was always that you did not regularly get this level of promptness and competency that your message shows. Most people I have spoke to say the service is not worth price but for info like that, of course its a no brainer. (Sorry if a little off topic here)
I don’t disagree. Not something we look forward to paying for. It’s worth it for us and with the things we have gotten done over the last almost 2 years with SAS, I think there has absolutely been a positive ROI.
We also run a lightning deal every week and SAS covers the fees for that (1 per week). That’s $600 right there so we aren’t technically paying full price
but also 
