URGENT: Amazon Claims ZERO Units Received for Signed and stampted FBA Delivery , Second time at Same FBA location YXU1
Hello Amazon Seller Forums team,
We are requesting urgent assistance from an Amazon representative regarding a severe FBA inbound failure that Seller Support has refused to escalate, despite clear proof of delivery and significant financial impact.
Shipment ID: FBA196YSQSS2
Case ID: 19794472121
Marketplace: Amazon.ca
This is not a minor discrepancy. This is a high value retail shipment that Amazon is asserting was received as zero units, despite a signed Proof of Delivery confirming Amazon accepted the shipment.
Summary of the issue
Amazon Seller Support is denying reimbursement on the basis that no units were received at all, while simultaneously acknowledging that the shipment was delivered to an Amazon fulfillment center. and signed with amazon stamp on it
Key facts:
The shipment was delivered to Amazon and signed for by Amazon, with a valid Proof of Delivery provided.
Amazon is claiming that zero units were received. The carrier has confirmed delivery and refuses to open an insurance claim because the shipment was accepted by Amazon. Seller Support continues to redirect us to the carrier, despite the delivery being completed and signed.
This creates an impossible situation where:
Amazon confirms delivery occurred.
Amazon claims receipt of zero inventory.
The carrier confirms delivery and denies liability.
The seller is left with no escalation path.
Amazon’s stated position
“Proof of delivery only confirms that the carrier made a delivery at our fulfillment center and isn't confirmation that Amazon received the exact items and quantities stated in your shipping plan.”
This response does not apply to the facts of this case.
Amazon is not disputing quantities. Amazon is claiming zero units received, which is fundamentally incompatible with a signed delivery and acceptance.
Why this requires leadership escalation:
A shipment cannot be delivered, signed for by Amazon, and recorded as zero units received without a serious internal receiving failure.
Seller Support has refused to escalate to Captive Team or Amazon Leadership.
The seller is being instructed to pursue carrier insurance that is contractually unavailable due to completed delivery.
Over $45,000.00 CAD in retail inventory has effectively disappeared inside Amazon’s network with no accountability.
We are experienced FBA sellers selling for last 8 year through FBA channels but never had any issue like this before and that to twice with same location YXU1. This is not a routine inbound discrepancy. This is a systemic receiving failure with material financial impact.
We respectfully request assistance from an Amazon representative to ensure this case is reviewed properly.
Please see case ID 19794472121 for the signed POD + invoice and serial number of the product exactly matching this shipment.
URGENT: Amazon Claims ZERO Units Received for Signed and stampted FBA Delivery , Second time at Same FBA location YXU1
Hello Amazon Seller Forums team,
We are requesting urgent assistance from an Amazon representative regarding a severe FBA inbound failure that Seller Support has refused to escalate, despite clear proof of delivery and significant financial impact.
Shipment ID: FBA196YSQSS2
Case ID: 19794472121
Marketplace: Amazon.ca
This is not a minor discrepancy. This is a high value retail shipment that Amazon is asserting was received as zero units, despite a signed Proof of Delivery confirming Amazon accepted the shipment.
Summary of the issue
Amazon Seller Support is denying reimbursement on the basis that no units were received at all, while simultaneously acknowledging that the shipment was delivered to an Amazon fulfillment center. and signed with amazon stamp on it
Key facts:
The shipment was delivered to Amazon and signed for by Amazon, with a valid Proof of Delivery provided.
Amazon is claiming that zero units were received. The carrier has confirmed delivery and refuses to open an insurance claim because the shipment was accepted by Amazon. Seller Support continues to redirect us to the carrier, despite the delivery being completed and signed.
This creates an impossible situation where:
Amazon confirms delivery occurred.
Amazon claims receipt of zero inventory.
The carrier confirms delivery and denies liability.
The seller is left with no escalation path.
Amazon’s stated position
“Proof of delivery only confirms that the carrier made a delivery at our fulfillment center and isn't confirmation that Amazon received the exact items and quantities stated in your shipping plan.”
This response does not apply to the facts of this case.
Amazon is not disputing quantities. Amazon is claiming zero units received, which is fundamentally incompatible with a signed delivery and acceptance.
Why this requires leadership escalation:
A shipment cannot be delivered, signed for by Amazon, and recorded as zero units received without a serious internal receiving failure.
Seller Support has refused to escalate to Captive Team or Amazon Leadership.
The seller is being instructed to pursue carrier insurance that is contractually unavailable due to completed delivery.
Over $45,000.00 CAD in retail inventory has effectively disappeared inside Amazon’s network with no accountability.
We are experienced FBA sellers selling for last 8 year through FBA channels but never had any issue like this before and that to twice with same location YXU1. This is not a routine inbound discrepancy. This is a systemic receiving failure with material financial impact.
We respectfully request assistance from an Amazon representative to ensure this case is reviewed properly.
Please see case ID 19794472121 for the signed POD + invoice and serial number of the product exactly matching this shipment.
8 replies
Seller_7LrAV0m5llaI7
This is one of the reasons we had to stop using FBA and switched to FBM.
Seller_7LrAV0m5llaI7
@Seller_1JtWN7OO6rhPF I have evidence that seller support is not passing to leadership, but instead say they are from leadership, but the email signature comes from seller support.
If emails come from leadership, they are signed that way, but I have caught seller support not passing the escalations to leadership (which takes 48-72 hours minimum), and instead, getting their friends at seller support to close off a supposedly escalated case, sometimes within 15 min to an hour.
That's good you have phone call recordings. I had a simple case for a product review left as seller feedback get escalated every day for over 2 months until it was finally dealt with. Most of the time they said they were escalating to leadership, but they would just close off the case after the live chat ends 1-10 min after, instead of leaving the case in Work in Progress status.
There was 23 pages of replies and escalations and live chats associated with that case.
Finally we got someone who was actually able to comprehend the issue, as they kept saying the product was delivered late (which tracking shows it wasn't), and then they switched their tune to the product was shipped late (which the tracking shows it was picked up and in transit on the day of the ship date before cutoff).
Support just doesn't care about the sellers or want to do any sort of investigations these days, they hope they can just use smoke and mirrors and hope we just forget about it.
CASE ID is 19587667231 if a seller support moderator wants to look at how support is handling cases these days. Its finally resolved now, but Read it ALL and you'll see why sellers are frustrated with Amazon constantly lying to them.
Seller_5ZLUhOryuV8E7
We've had this happen to us several times over the 15+ years of doing FBA business. In most cases, they would grant us a refund for the loss of inventory, but I remember one time it was worth around 20k and they never accepted any responsability in the matter and we had to suck it up. Most of the times when they did refund us, the inventory popped up several weeks later, probably burried under a mess of other shipments, and they quickly reversed the re-imbursement amount from our account.
