Amazon AE FBA Lost Shipment – Partnered Carrier Confirmed Delivery, Support Denies Responsibility
We’ve been struggling with a serious FBA issue on Amazon AE since June.
Amazon’s partnered carrier (CITITRANS) delivered all 9 boxes from our shipment to Amazon’s warehouse — we even have the proof of delivery (POD) confirming this. Despite that, in Seller Central only about 10% of the units are showing as received.
We opened multiple cases, submitted the invoice and POD, but every time we get the same response: that almost 100 units are “missing and not eligible for reimbursement.” Support insists “we checked all the places” and even went so far as to say that a POD is “just a piece of paper and has no legal power.”
This is extremely frustrating, because under UAE law documentary evidence like a POD is considered valid proof. We even involved the carrier’s representative, who reconfirmed that the boxes were delivered in full.
At this point it seems clear the units were lost in Amazon’s warehouse, but Seller Support keeps closing cases without resolving anything. Has anyone here experienced a similar situation, and if so, how did you manage to escalate it or get Amazon to acknowledge responsibility?
Amazon AE FBA Lost Shipment – Partnered Carrier Confirmed Delivery, Support Denies Responsibility
We’ve been struggling with a serious FBA issue on Amazon AE since June.
Amazon’s partnered carrier (CITITRANS) delivered all 9 boxes from our shipment to Amazon’s warehouse — we even have the proof of delivery (POD) confirming this. Despite that, in Seller Central only about 10% of the units are showing as received.
We opened multiple cases, submitted the invoice and POD, but every time we get the same response: that almost 100 units are “missing and not eligible for reimbursement.” Support insists “we checked all the places” and even went so far as to say that a POD is “just a piece of paper and has no legal power.”
This is extremely frustrating, because under UAE law documentary evidence like a POD is considered valid proof. We even involved the carrier’s representative, who reconfirmed that the boxes were delivered in full.
At this point it seems clear the units were lost in Amazon’s warehouse, but Seller Support keeps closing cases without resolving anything. Has anyone here experienced a similar situation, and if so, how did you manage to escalate it or get Amazon to acknowledge responsibility?
8 replies
Seller_IOkoD5v9ONkXa
Hello @Seller_xrKwUIRWWsLDV
We are very sorry to know about this issue you are facing. We did face such cases a couple of times, and got reimbursement through Seller Support after 2 months. Our shipment was FBA Pick-up, so may not be the same as your shipment mode. Further, our Value was low (less than 2K AED). Maybe your shipment value is high, so it will be very difficult to get reimbursement. If it was FBA shipment, then please look at FBA Lost Inventory Policy and use that to follow up with Seller Support.
Noor_Amazon_
Hello @Seller_xrKwUIRWWsLDV,
Can you share the shipment ID as well as the relevant Case ID so I can take a look at it?
Regards,
Noor
Seller_QFvK4FLegIpBC
i have got the same exact issue twice before in about a month or so it is really weird and making a lot of loss
Seller_dIq95Fkj6XKBh
Same with me. Its been a week and shipment is still showing in transit
