We have been given a denial on about 20% of reimbursement claims for inbound shipping losses due to the claim of “an unexpected FNSKU” being sent in instead of the proper item per the shipping plan. AND of course this is totally false and certainly has not happened over and over again.
Today I finally got an “halfway upper level” support agent to call me back on it and they confirmed they have ZERO PROOF of such claim, no photos of another FNSKU or a different item, yet they “standby” their decision.
Seems this issue is all over the NFSE, what gives? And I know they do a lot of egregious things but this is next level.
FBA is a mess right now with issues. Worst I’ve seen and the kicker is that even a SAS escalation, that would normally be handled and resolved in 24 hours or less is delayed weeks to even be looked at.
Yea this is really bad, I can not remember an instance where they “made a decision” without providing any supporting information at all.
I specifically asked, if you received an unexpected fnsku, then what was that unexpected fnsku? They told me they “could not share that info”. I then asked what happened to this unexpected fnsku, and they could not provide an answer to that either.
Lastly I then asked if they had ANY evidence to support their claim? Photos? And they said no but because this was a “merchant labelled” item that they can not confirm they were labelled properly so they are standing by their decision.
This is a very slippery slope because what happens when they pull this with $10,000 worth of inventory???