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???
Hey Amzin, were you ever able to get a positive resolution on this?
We’re dealing with the same issue on two different shipments, and I’ve been trying to get reimbursed for a few months now, but I keep getting the same canned response. It really feels like a dead end.
And it’s several thousand dollars at stake for us
Curious if you or anyone else reading this has had any luck and can share some insight.
As mentioned we had like 6 of these and the only way we finally got resolution was by blasting them on the NSFE (which we are always hesitant to do), long story short we were ultimately made 95% whole on all the cases but only once Selling Partner Communities Support got involved. Once they were involved they could not longer respond in template form and actually had to provide coherent statements and that is when they magically “found” most of units that were sent as “unexpected fnsku” (which of course they were not, to begin with…) - Hope that helps.
@amzin is there a way that @Spaghetti can contact the useful parties without going through NSFE? Could they open a case and asked that it be funnelled…somewhere helpful?
Sellers shouldn’t have to dox themselves on the NSFE just to get the right help when Amazon mucks up, IMO.
Thanks a lot @amzin and @papy . I really appreciate your help.
I’ll see if I can get a similar resolution, and I’ll be sure to let you know here.
Cheers
I eventually managed to get a reimbursement. I believe that happened after I posted the whole issue on NSFE and one of the mods escalated the case. I couldn’t believe it, to be honest.
