Incorrect items were shipped to the customer and then a refund was issued by Amazon
Hello,
I'm in a very strange situation: A customer placed an order on one of the listings I sell, Amazon shipped the customer an incorrect item. The customer initiated a return because it was not what they ordered to begin with. The FC received the return, dispositioned as "Customer Damaged" and "Unsellable". I created a removal order for this item to see what exactly happened and to my surprise, this is an item that I never created a listing nor sold even once.
While all this happened, an original unit from the inventory was lost because Amazon system assumed that the incorrect unit shipped was actually from my inventory. I tried contacting the seller support but as always they are absolutely helpless and replied saying that "Amazon does not assume responsibility for the units damaged by customer and are not reimbursable per Amazon policy"
I'm assuming this unit was from someone else's inventory and the same thing might have happened to them.
Wanted to check if anyone dealt with a similar situation and if there is a path forward I can explore to get reimbursed for my inventory.
Incorrect items were shipped to the customer and then a refund was issued by Amazon
Hello,
I'm in a very strange situation: A customer placed an order on one of the listings I sell, Amazon shipped the customer an incorrect item. The customer initiated a return because it was not what they ordered to begin with. The FC received the return, dispositioned as "Customer Damaged" and "Unsellable". I created a removal order for this item to see what exactly happened and to my surprise, this is an item that I never created a listing nor sold even once.
While all this happened, an original unit from the inventory was lost because Amazon system assumed that the incorrect unit shipped was actually from my inventory. I tried contacting the seller support but as always they are absolutely helpless and replied saying that "Amazon does not assume responsibility for the units damaged by customer and are not reimbursable per Amazon policy"
I'm assuming this unit was from someone else's inventory and the same thing might have happened to them.
Wanted to check if anyone dealt with a similar situation and if there is a path forward I can explore to get reimbursed for my inventory.
0 replies
Jurgen_Amazon
Hello @Seller_aB5D14n4zEwOf,
Thank you for bringing this unusual situation to our attention. I apologize for the confusion and frustration you're experiencing. We take inventory discrepancies very seriously and want to help resolve this issue for you.
To assist you more effectively, I'll need some additional information:
- Case ID: Could you please provide the Case ID from your previous communication with Seller Support? This will help us review the history of your inquiry.
- Order ID: Please share the Order ID associated with this transaction. This will allow us to investigate the specific order in question.
- Evidence: If you have any supporting evidence (such as photos of the incorrect item received or removal order details), we'd like to review it. Have you already included this evidence in your Seller Support case? If not, would you prefer we create a separate, confidential case for you to share this information?
Once we have these details, we'll be able to conduct a thorough investigation into what happened and determine the best path forward for resolving this inventory discrepancy.
Again, I sincerely apologize for the inconvenience this situation has caused. We appreciate your patience as we work to address this issue. Please rest assured that we're committed to finding a fair resolution.
If you have any questions or concerns in the meantime, please don't hesitate to ask. We're here to help.
Thank you for being a valued seller on our platform.
Jurgen
