What documents can prove the actual quantity that I sent to Amazon?
I am writing this post in a state of great distress and disappointment. I hope someone can offer me some guidance or assistance to resolve my current predicament.
My shipment was handed over to the Amazon warehouse by my carrier on July 31st. It then took Amazon over a month to receive this shipment. During this period, I repeatedly reached out to Amazon staff to inquire if there were any issues causing the extended receiving time. All I got in return were responses stating that they couldn't expedite the warehouse receiving process and that if any problems arose, I would be eligible to submit a shipment investigation request in August (unfortunately, I've forgotten the specific date). But then, when the time came in August to submit the request, the allowed submission date was postponed until September. Finally, on September 18th, I was permitted to submit my shipment investigation request. I provided a packing list stamped with my company seal, along with BOL and ISA documents.
However, on October 5th, the Amazon customer service replied that the warehouse staff hadn't located the remaining shipment and, shockingly, refused compensation on the grounds that the BOL and ISA documents could only prove the delivery of the shipment to the Amazon warehouse and not the actual quantity I had shipped. Since then, regardless of whether I asked what additional documents were needed to prove the actual shipped quantity or any other related questions, I received the same standardized reply template. It's worth noting thatin previous cases where there were smaller quantity discrepancies and losses, Amazon would fulfill its responsibility and provide compensation when I submitted similar documents. This sudden change in the handling method without any reasonable cause is both unfair and has caused damage to my business. (I shipped a total of 5 boxes to the Amazon warehouse. Among them, one box was received relatively intact, three boxes had only 1 - 2 items received each, and one box was not received at all.)
To make matters worse, on October 28th, the Amazon customer service staff announced that they would no longer respond to this case. In desperation, I opened other investigation cases, both with the help of basic customer service agents and on my own. But whenever it involved this particular shipment, Amazon remained silent.
The passive attitude of Amazon's customer service towards my lost products has left me extremely disappointed and desperate. Amazon official claimed that the documents I submitted couldn't prove the actual quantity of products I sent to Amazon, yet they wouldn't tell me exactly what kind of proof documents were needed. If I really shipped according to Amazon's receiving situation, my carrier would never allow it in the first place. If Amazon can't find my products, I will suffer a loss of nearly $2,000. In fact, due to the delay in receiving this shipment, multiple product links in my store went out of stock before. So the actual loss is far more than just the value of the lost shipment.
What documents can prove the actual quantity that I sent to Amazon?
I am writing this post in a state of great distress and disappointment. I hope someone can offer me some guidance or assistance to resolve my current predicament.
My shipment was handed over to the Amazon warehouse by my carrier on July 31st. It then took Amazon over a month to receive this shipment. During this period, I repeatedly reached out to Amazon staff to inquire if there were any issues causing the extended receiving time. All I got in return were responses stating that they couldn't expedite the warehouse receiving process and that if any problems arose, I would be eligible to submit a shipment investigation request in August (unfortunately, I've forgotten the specific date). But then, when the time came in August to submit the request, the allowed submission date was postponed until September. Finally, on September 18th, I was permitted to submit my shipment investigation request. I provided a packing list stamped with my company seal, along with BOL and ISA documents.
However, on October 5th, the Amazon customer service replied that the warehouse staff hadn't located the remaining shipment and, shockingly, refused compensation on the grounds that the BOL and ISA documents could only prove the delivery of the shipment to the Amazon warehouse and not the actual quantity I had shipped. Since then, regardless of whether I asked what additional documents were needed to prove the actual shipped quantity or any other related questions, I received the same standardized reply template. It's worth noting thatin previous cases where there were smaller quantity discrepancies and losses, Amazon would fulfill its responsibility and provide compensation when I submitted similar documents. This sudden change in the handling method without any reasonable cause is both unfair and has caused damage to my business. (I shipped a total of 5 boxes to the Amazon warehouse. Among them, one box was received relatively intact, three boxes had only 1 - 2 items received each, and one box was not received at all.)
To make matters worse, on October 28th, the Amazon customer service staff announced that they would no longer respond to this case. In desperation, I opened other investigation cases, both with the help of basic customer service agents and on my own. But whenever it involved this particular shipment, Amazon remained silent.
The passive attitude of Amazon's customer service towards my lost products has left me extremely disappointed and desperate. Amazon official claimed that the documents I submitted couldn't prove the actual quantity of products I sent to Amazon, yet they wouldn't tell me exactly what kind of proof documents were needed. If I really shipped according to Amazon's receiving situation, my carrier would never allow it in the first place. If Amazon can't find my products, I will suffer a loss of nearly $2,000. In fact, due to the delay in receiving this shipment, multiple product links in my store went out of stock before. So the actual loss is far more than just the value of the lost shipment.
2 replies
Seller_eO3hX6j49yZu2
Attain your packing list and invoice from your OEM. Secondly, any paper work from your Freight Forwarder.
Combined worked well and seamless for us when we ran into missing shipments that we had to demonstrate the evidence.
Hope that helps.
Jameson_Amazon
Hi @Seller_jEP3uRQVzwGOO,
Thank you for reaching out about this and for your patience here! I'm just coming across this post and wanted to provide some guidance into the documentation requirements.
Please note that in order for your proof of ownership to be accepted, the document must be the original invoice from the supplier or manufacturer and must include the following information:
- The date of purchase/packing
- Product name
- Quantity
- A signed packing slip if you are the manufacturer with the shipment or purchase order ID
- An invoice from a supplier including the full name and address of the invoice issuer and of the purchaser
You also may be asked to include a proof of delivery. For LTL or FTL shipments, this will be the bill of lading. This should include:
- The number of boxes in the shipment
- The total weight when picked up by the carrier
- An Amazon stamp confirming the shipment was received and signed for at the fulfillment center
For more information on this process, I would recommend reading through the following resources:
- What to do if you have a lost or delayed FBA Shipment
- Reconcile your shipment
- FBA inventory reimbursement policy
After reviewing those requirements further, if you believe your documents do in fact include all the above information, please let me know!
In the meantime, please let me know if you have any additional questions.
All the best,
Jameson
