Amazon Mislabeled FBA items
Hi @Bryce_Amazon
We have received a notice that a customer has complained that they received the wrong item. Upon looking at Voice of the Customer I can see that we have 2 complaints from the same customer that has received a wrong variation. He ordered two times the same item.
I have tried to open several cases and requesting a BIN CHECK but they always say that they have solved it but it is not solved.
Both items are FBA items and labeled by us. It looks like that they have put another label to the product in addition to the merchant's label.
Does anyone have any experience with this?
Why does Amazon label your products when they are already labeled by the merchant? We're worried about how many more shipments are going to have with this issue.
Regards
Amazon Mislabeled FBA items
Hi @Bryce_Amazon
We have received a notice that a customer has complained that they received the wrong item. Upon looking at Voice of the Customer I can see that we have 2 complaints from the same customer that has received a wrong variation. He ordered two times the same item.
I have tried to open several cases and requesting a BIN CHECK but they always say that they have solved it but it is not solved.
Both items are FBA items and labeled by us. It looks like that they have put another label to the product in addition to the merchant's label.
Does anyone have any experience with this?
Why does Amazon label your products when they are already labeled by the merchant? We're worried about how many more shipments are going to have with this issue.
Regards
10 replies
Seller_rI7BZIczK8iAC
Why does Amazon label your products when they are already labeled by the merchant?
this is a legitimate question and I am also curious to know the answer. Why? Was the FNSKU unscannable? Lost? Fallen apart?
Seller_uyBWppqQtXHK2
I have had experience with this exact thing and I hate to tell you but it was a nightmare.
They continually told me that they do not re-label my items because the setting says seller applied labels. But the 2 returns I got back had been put into bags and re-labeled. Anyway, this went on without resolution for awhile and then I got another wrong item.
At my wits end, I requested all my inventory of that product back, which, of course, I was charged for. After getting them all, I sorted them into correct and the others which had been put into a bubble bag with another label on it that was not the same as mine. I sent multiple pictures clearly documenting this asking for a refund of my return fees since I was having to correct their problem they caused.
Denied. Because "Amazon doesn't re-label items." Uh huh. So maybe the UPS truck was hijacked and someone decided to put half of my items into bubble bags with the label for something else on them.
I didn't even own those types of bags. Didn't matter.
Eventually I had to let it go. Take the boxes out of the bags they had put them into and re-send to FBA when they would let me. Nightmare.
Hope yours is sorted out better than mine was.
Seller_bgmcNFSQ8G693
Is it commingled inventory? Another sellers inventory might be labled wrong
Seller_5F3WJCujvBuwv
Our business did the same thing as you and opened cases after getting about 10 returns show up on voice of the customer for 1 one our products. Amazon will not initiate an investigation and relabel them until your return ratio hits a certain percentage.
All we did was just let the returns keep coming in, and eventually amazon sent us an email stating that they were investigating our product and ultimately relabeled all of the products. This happened to 3 of our products getting mixed up, but eventually all of the products had cases opened by internal amazon teams and were fixed.
Amazon will relabel them if they are mislabled on their end. We knew all our labels were right, but sometimes amazon sticks their own labels on them for inventory purposes. (depending on the size of the upc on your products label)
I know it sucks when you know they mislabeled products, but you pretty much need to let it run its course and amazon will always open a case when your returns hit a certain percentage. My advice is to let the returns keep coming and not pull out any inventory as this will cost a lot.
I hope this helps!
Seller_Jz8oQRsDsBrnC
We had the same issue, Amazon changed the label after it got to them and labeled with a different SKU. We had to recall the items just to verify and yes, they put a different label over ours. i had to relabel again and send it back down because i don't trust the warehouse workers to do it correctly. for good reason lol
Seller_Sram36TnVt73c
This happens when you ship similar items to FBA in the same box. If they all LOOK alike, they will all be counted as the first one they scan.
If they make a mistake doing this, they re-label the items as THEY RECEIVED THEM (incorrectly).
This has been going on for years now. I have learned to send similar-looking items in different boxes or at least separating the SKUs with kraft paper dividing them in the box as an indicator that it is NOT a case pack.
Check THIS THREAD from 5 years ago for a similar situation and conclusion.
Seller_V5l9UBkHDQEjb
I've had the wrong label put over my correct label several times in the past, on items that you can clearly see what the item actually is. I'm not sure why people are compelled to actively screw up our inventory, but they are.
That being said I've always been able to get reimbursed for wrong item returned because of it.
Bryce_Amazon
Greetings @Seller_TzwiAuiacZXON, thanks for your patience.
Do you have the case number where this bin check was completed?
Why does Amazon label your products when they are already labeled by the merchant?
There are a few reasons this could happen - the label was damaged, missing, unreadable, etc. I would check in with Seller Support on this specific issue to see if there's a problem with your labels.
Additionally, as others have mentioned, if the items are being comingled this may be a resulted of incorrect labeling from another seller's inventory.
- Bryce
