FBA order pending for almost 2 years. Seller Partner Support no help of course
I'm hoping a mod sees this that might be able to help. Chat with seller support posted below pretty much sums it up:
Sellerbon has joined the chat
MeSent at 2:07 PM
Issue: FBA order in pending status for 2 years
SYSTEM_MESSAGE2:07 PM
welcome to Amazon Seller Support Chat service
You are now connected to Mehvish from Selling Partner Support
Mehvish2:08 PM
Thank you for contacting Amazon Selling Partner Support. My name is Mehvish and I am glad to assist you today.
Mehvish2:08 PM
I require more information to proceed with this investigation. Would you provide the order ID?
MeSent at 2:09 PM
I have an FBA order from almost 2 years ago that is still in pending status. It has also reserved that item in my inventory which has been sitting their for almost 2 years so I am being charged long term storage fees for it. The order number is 111-3328922-9679416
Mehvish2:10 PM
I understand your concern regarding order ID: 111-3328922-9679416
Mehvish2:10 PM
Kindly allow two minutes so that I can pull the details for you.
Mehvish2:14 PM
I have looked into the situation and confirmed that our systems are functioning correctly. We will only ship an order after we confirm payment with a buyer. If a valid proof of payment is not provided during the payment validation cycle, the order is automatically cancelled by Amazon.
Mehvish2:14 PM
Any orders with payment issues will be automatically investigated and canceled where necessary in a timely manner to alleviate any inventory issues. We would like to reassure you that pending orders canceled by Amazon do not impact your order cancelation metric.
Mehvish2:15 PM
FBA orders can also be pending for issues with availability, such as inventory being inbound or in transshipment. In this case, the order will ship once the destination Fulfillment Center has finished processing it. If the expected ship date is exceeded, customers will receive the option to continue to wait for the order to ship, or to cancel the order. Order cancelations initiated by customers do not impact your order cancelation metric.
Mehvish2:15 PM
For more information, go to "Order cancelations":
https://sellercentral.amazon.com/help/hub/reference/G201722390
MeSent at 2:17 PM
There is no valid reason for an order to be in pending status for this length of time. Amazon's own help section says that pending orders will automatically be cancelled within 21 days if payment cannot be obtained. I want this order cancelled immediately and to be refunded for any storage fees that have resulted from this issue
MeSent at 2:18 PM
Honestly, we are talking about almost two years here. That is absurd.
Mehvish2:19 PM
Orders are listed as 'Pending' while Amazon is verifying the payment method provided by the buyer. Pending orders do not include the buyer's shipping address or contact information and should not be shipped, even if the buyer contacts you directly.
Mehvish2:20 PM
Once the payment method has been verified, the Confirm shipment and Cancel order buttons will become available in Manage orders.
Mehvish2:21 PM
I can see the Amazon's Ship By date is Tue, Dec 12, 2023
MeSent at 2:21 PM
You are missing the point. This is an FBA order. Amazon is responsible for every aspect of managing it. The status is never going to change unless Amazon fixes the issue
MeSent at 2:22 PM
The ship by date changes every time that ship by date approaches. This has been going on for almost 2 years
Mehvish2:22 PM
I understand your issue but please be informed any orders with payment issues will be automatically investigated and canceled where necessary in a timely manner to alleviate any inventory issues
Mehvish2:22 PM
I would like to reassure you that pending orders canceled by Amazon do not impact your order cancelation metric.
Mehvish2:23 PM
Selling Partner Support will not be able to provide any further information.
MeSent at 2:24 PM
Well, there is nothing timely about this one. It somehow slipped through the cracks. That is why I am contacting you. Who can this issue be escalated to to resolve it?
Write here and press Enter
End chat
5 replies
Seller_LImVvUWeyiCfQ
I think your only hope of getting this resolved is with the assistance of a Community Manager. If you have a case ID, post it and tag some CMs. They seem to be able to work only through open Seller Support cases.
Good luck.
Ricardo_Amazon
Hey @Seller_eIWOZPcqFlQ2i,
Ricardo from Amazon here. I am currently reviewing this. Hopefully I'll have an update for you soon.
Ricardo_Amazon
Hey @Seller_eIWOZPcqFlQ2i,
I was able to cancel the order. If you want to check your account and confirm, let me know.
Looking forward to hearing from you.