Feedback on FBA order: “I only received 1 bottle of product & not 4 but paid for 4.”
I sell this product in a 4 pack only, no singles. I enclose 2 bottles in bubble bags and put 2 of those in a box (2 sets of 2 in one box) with the FNSKU and expiration date on the outside of the box. It’s not possible that FBA opened the box, opened the bubble bags, and separated those bottles.
There is no way she received only one bottle. I am the only seller.
This is her 4th order in 4 months, no problems with prior orders.
The feedback was struck through. Did she leave feedback for the wrong order? Amazon FBA refunded for the total ~ $50 order so she must have contacted them, it’s food and the only way they can get refunded for food is by calling Amazon, there’s no bot procedure.
This is so odd. I don’t know if I can appeal this refund or if I should try to. Perhaps more future repeat orders potential outweighs the loss.
Or did Amazon really break apart the boxed 4 pack?? A single bottle without my packaging protection would very likely arrive broken.
Hanlon’s and Occam’s razor this. What is more likely, an Amazon associate took the time to disassemble your product for no apparent reason, or a glass licking customer left a bad review or lied or both.
It is a food item so you will never know as I don’t think they do returns/LPN for food.
IMO you spent more time thinking about this than you should, based on the time it took to write this thread and the lack of answers you will ever get.
I would strongly recommend doing everything you can to let go before you give yourself an ulcer or stroke. I say this not as a mean or any sort of put down, but as a warning for how many of us have felt when put in this exact situation selling on this platform.
Your products are handled by untrained low wage workers on timers, and delivered by people who historically have peed in bottles to be on time. - Expect garbage results
Amazon customers can be lying pieces of trash and/or innocent dementia patients - Set your expectations accordingly.
8% of the nations population is a convicted felon (11% in Florida and Texas) - Set your expectations accordingly.
Protect yourself financially and emotionally by having a safe outlet to let go of this Amazon caused BS. I recommend jiu-jitsu, shooting guns at paper (the reviews are cathartic), fishing, wine tasting, BBQ, various intimacy related activities, etc.
My bet is prior customer bought 4-pack, kept 3 bottles, and returned 1 bottle in the original packaging/box, taped up nicely to look unopened. Amazon associate then put package back on shelf for resale to next customer.
I am not sure how to recover money from food items on FBA. I use the LPN and file removal order reimbursements, but I wouldn’t know how to do that without the LPN and product in my hand.
I wonder if an Amazon employee broke it into 4 units and soon a couple of other buyers may complain. Probably only 1 of 4 would complain, but maybe more.
Did you apply “This is a Set. Do not separate” stickers to the box of 4?
Occasionally, the outer barcode (FNSKU or UPC) may not be scannable due to damage or any other reason. Then an Amazon employee may open the box and mess up a 4-pack.
If there is a “This is a Set. Do not separate” sticker on the outer box, then I have not seen Amazon employees destroy the set. We have stickers on the top and bottom. Placed over where they would want to cut the box open normally.
We have poker chip racks that are a pack of 10, but Amazon occasionally sent singles until we figured out that they opened a product box and labeled 10 single units as the full 10-packs.
Once we applied the “Set Stickers”, the problem went away.
I see that the customer received a refund. That is unfortunate, as the most likely scenario is that they received the correct order from you, and got confused about what they ordered, or received, or confused this order with another.
If the return is processed by Amazon and put back into stock to be resold, there is no way to evaluate the return, LPN or not.
Infuriating. This is one of the reasons I sell so few multipacks via FBA.
We don’t have very many of these, but when we do I’ll often send a message to the buyer (if allowed) saying something like ‘sorry you didn’t get a whole case of x. We want to audit our process, so can you send us photos to help us figure out where we messed up?’
about 20% of the time I do get photos back and that totally help us figure out if we actually messed up or if it was an Amazon-ism.
I was referring to the second refund that was referred to. Customer 1 buys and returns, customer 2 buys customer 1’s return, LPN would still be put on that return.
If you got back an unopened package you have a conclusion. If you get a single bottle back with an LPN and no other packaging, you have a potentially different problem. Getting the item in your hand is critical to answering any questions about FBA.
If this happened, there was no FNSKU label (required for all food) to identify the product.
Not sure how this will help solve it?
Maybe, but food isn’t supposed to be returnable so there shouldn’t be any returned to
inventory. supposed of course, Amazon.
I’m not so much upset about this as I am concerned about the mystery, and the possibility that they did split a 4 pack - if so there are 3 more somewhere.
I think this is my first guess, except there’s both a feedback and a refund request. Since this it the 4th order in 4 months, I assume she likes it and will order more in the future.
It’s not possible that I messed up. I never send singles of this product to FBA, or even for MF orders.
My Customer Service Contact rate is a little high because I do engage with buyers, including for FBA problems, because I know the Amazon hoops for true customer service on food orders are daunting. And as long as the buyer keeps engaging with me, I reply. When there is a problem (usually breakage*) 1. I offer replacement or refund, request (don’t demand) photos, and 2. when I send replacements I reply with new tracking for them. 3. I respond when they thank me.
So it is a minimum of 3 contacts and sometimes more depending on how the buyer responds. I won’t be rude and ignore their messages. All interactions end up friendly, even if they don’t start that way.
*
My breakage rate is actually quite low, FBA higher than MF.
It would show up in your product dimensions and weight for the FNSKU/SKU and you would then have to address the issue with Amazon. (low probability)
I would consider playing the lottery if looking at the odds of this option. Far more likely a incompetent/thieving customer than this option. You also do not know what else they ordered in the order screen that they see to leave reviews/returns for. For all you know another item was wrong but they clicked on yours for the reveiw and the return. I have seen dumber things happen.
We do after all have a $1600 gaming pc instead of a steering wheel, and numerous other products returned where the customer simply checked the wrong box or returned the wrong item… weekly.
This isn’t a requirement anymore, and hasn’t been for 2 years if you are the brand owner / registered. Just a heads up if you are a brand owner. We’ve been slowly converting all of our FNSKU labels to UPC to simplify our supply chain.
Sadly I am not the brand owner, just their exclusive authorized Amazon seller. But I like the FNSKU label because I create new sku’s when there is a new date batch, so I can track the expiration status of the FBA inventory.
And if ever there was a recall situation (heaven forbid), I would know what date batch the order was fulfilled from. Seems like this date tracking should be a concern for Amazon but apparently not.
Is it possible that someone else between the FC and her doorstep opened her box and took 3? It would be helpful to know whether she reported the 4-pack as opened.
