Letter from Amazon regarding lost shipment (which is happening a lot lately despite no changes in our shipping practices). I find this one “interesting” due to Amazon’s claim “Our investigation indicates that the mislabeled carton IDs belong to a different selling partner and are not associated with your account.” How, exactly, would I be able to put carton IDs from another seller on my carton? I simply print what Amazon gives me. Sigh.
Hello from Amazon Selling Partner Support,
As you requested, we’ve completed the review of shipment ****.
We’re denying your reimbursement claim for the below units because we confirmed that the FBA carton label was missing, incorrect or damaged. Due to the label issues, the units could not be received properly.
We expected to receive these items:
However, these cartons had confirmed labeling issues:
Our investigation indicates that the mislabeled carton IDs belong to a different selling partner and are not associated with your account.
Unfortunately, we’re unable to recover the physical inventory of the items at this time. Because of the issues with the carton labeling, we’re unable to reimburse or reconcile the discrepancies. You are required to send the exact items and quantities stated in your shipping plan, including proper item and carton labels.
If you need more details for this shipment, view the Shipment summary, Contents tab in Seller Central.
For more information, go to “FBA inventory reimbursement policy”:
I stopped asking for help, it is like kissing a frog and expecting a princess. Never happens.
I wonder if there is a book somewhere for business owners… That has a list of who to never hire… This person and 95% of the support people I have asked for help from at Amazon would be in that book.
I would fight this tooth and nail. Can you document the label they provided somehow by revisiting the shipment creation page and save it in a format the case will accept, screenshot it or print to pdf if they will take that.
Is print label still available for you? I just tried it on a closed shipment. The print label command did still work.
Doing this, I encountered the new Shipping Queue. It’s ugly IMO. Way too much blue.
To get to what used to show directly from the Track Shipment link, I had to choose View on the dropdown for the shipment:
I would verify that the print label result has the same tracking as shown on the shipment’s tracking details list, cuz you just never know. Assume nothing.
Early May I got a call from UPS in Ft Wayne, Indiana. They have a package with my name and number inside (we always have a return address label inside each box). She said their truck/machines messed up some of the labels and if I could give her the tracking number she’d reprint the label and send it along. Had to get her to read me some stuff from the visible label(s) to find the right one, verified with her what she saw in the box (7 of the same item, so easy to tell). So, it’s totally possible that the label was damaged, but I don’t buy the excuse that you had another seller’s carton IDs on your box. If you did, it was because it rubbed off, or someone outside of your facility put it there. Hopefully it wasn’t an expensive box.
I have a simpler explanation - your box is just GONE, but they did find a box from another seller with something similar, or the same ASIN (does this product have more than one seller making offers on it?).
So, they are accusing you of the impossible - printing labels only another seller could print. I would challenge the assertion, as they could not explain how you would gain access to “another seller’s labels”. They lost your carton(s). So check the inventory ledger. and chase that shipment down to see what was received where. A common Amazon error is to receive the shipment in full without problems, recording the receipt in the inventory ledger, and then send some of the products to other FCs, and lose them (or simply have a delay of a week or two) in transshipment, but falsely claim to YOU that the items were “not received”.
Trust nothing they say, go through the inventory ledger to see what went where.
Thanks for the suggestions! I do plan to fight it and do have a copy of the shipping and FBA labels. I’ll update when there’s resolution…or I’ve reached my wits’ end with Amazon.
