Amazon put wrong barcode labels
Hi,
My product has 3 variants, GTIN barcode along with variant name printed on the box so basically no extra stickers needed, GTIN is scannable in amazon. I am doing FBA so my inventory goes to amazon warehouse. Past few days many customers complaints about wrong variant has been delivered and they are creating returns, more over amazon is sending me notice about my listing is at risk due to wrong item is delivered to buyers.
When I have created audit with seller support team which is bin check in which they randomly check the inventory and see whether product barcode and inside the box matches each other and matches the product detail page on amazon.
They sent me bin check report with images they clicked and I could see there are white barcode labels put on top of my GTIN printed on my product box. Those white barcode on the box was not matching with actual product inside. As I can read variant name printed on the box, barcode sticker was of different variant. Firstly, I dont know why amazon put stickers on my printed barcode and secondly they did it wrong sticker pasting.
Also now I have around 500 qty of total inventory (mix of all 3 variants) at amazon warehouses. What should i do now ? I have escalated this to amazon but I am worried as more customers will refund due to this issue. I have increased my product price so I get less orders and stopped PPC also. But ultimately I am losing revenue.
Does anyone has idea, what is the best solution and action I should take to resolve this issue. Should I call entire inventory to my place, personally check each item and send back again to amazon or FBA team will do this job to check and put the right sticker again (ideally no sticker is required)
Regards
Amazon put wrong barcode labels
Hi,
My product has 3 variants, GTIN barcode along with variant name printed on the box so basically no extra stickers needed, GTIN is scannable in amazon. I am doing FBA so my inventory goes to amazon warehouse. Past few days many customers complaints about wrong variant has been delivered and they are creating returns, more over amazon is sending me notice about my listing is at risk due to wrong item is delivered to buyers.
When I have created audit with seller support team which is bin check in which they randomly check the inventory and see whether product barcode and inside the box matches each other and matches the product detail page on amazon.
They sent me bin check report with images they clicked and I could see there are white barcode labels put on top of my GTIN printed on my product box. Those white barcode on the box was not matching with actual product inside. As I can read variant name printed on the box, barcode sticker was of different variant. Firstly, I dont know why amazon put stickers on my printed barcode and secondly they did it wrong sticker pasting.
Also now I have around 500 qty of total inventory (mix of all 3 variants) at amazon warehouses. What should i do now ? I have escalated this to amazon but I am worried as more customers will refund due to this issue. I have increased my product price so I get less orders and stopped PPC also. But ultimately I am losing revenue.
Does anyone has idea, what is the best solution and action I should take to resolve this issue. Should I call entire inventory to my place, personally check each item and send back again to amazon or FBA team will do this job to check and put the right sticker again (ideally no sticker is required)
Regards
0 replies
Seller_76AUwmqvSyRIM
A lot to digest but:
1) Are you sending them in using GTIN barcodes or FNSKU barcodes?
2) whichever of the above, does each variant have a different barcode?
3) remember that the variant name that is printed is irrelevant. The only thing that matters is the barcode. Your variant may state "Blue Large" but if the barcode is for "Red Small", the "Red Small" wins.
4) was the shipment received correctly with no errors when it was sent in?
Seller_3NSFQR9B9Szoi
I've been there multiple times with my other product line.
This is outraging that FC employees can change at their discretion the barcode of the product, without informing the seller.
Things to check on your side:
1. Check all the shipment paperwork. Ensure that you did not send variant A in the case-packaging/box with the shipment label of variant B - if that happened, there's 50% chance they will apply sticker barcodes to all products in the box.
2. Check all shipments whether there are any differences between expected/located - on SKU level (enter shipment and follow to Contents tab).
3. Check where the change happened: Fulfilment by Amazon > Inventory Ledger > enter ASIN, select Detailed View, Event Type: Adjustments, last 180 days, look for "Product redefinition & transfer in from original inventory item", note FCs where it happened
4. Check very carefully whether Amazon's AI did not merge your variation ASINs into 1, which could be the base for barcode sticker-labelling. Recently Amazon's bot gets very creative.
Based on your findings, create a case where you describe the issue in detail. Request bin check. Attach photo-instruction of correct items and incorrect items to look for (the best way to obtain incorrect item photo is simply to ask customers who complained about incorrect size received). Mention that this is all to keep customer satisfaction high. Then keep your fingers crossed that they will do bin check.
If they will refuse, there is no other way than order the stock back, sort it, apply own barcode stickers/relabel and then send again.
As a rule of thumb: avoid sending more than 1 variation in the same shipment, the best is to send different variations on different days which limits the probability they will end mixed and with different barcode stickers applied.
Good luck!
Seller_tRuvBEHDedp4q
This may not be down to Amazon as such if you are comingling your stock with other sellers.
Another seller may have applied their own barcode sticker (and done it incorrectly) and so now the bin containing your items is mixed with another seller who has labelled incorrectly. When item is sold (even from your account) Amazon will just take it out of the bin - whether it was what you sent originally or the other seller.
The only way round that is for you to apply your own FNSKUs and make sure they are not comingled with other sellers.
You may have to recall your stock, apply FNSKUs and resend back in (making sure you do not comingle) to correct the problem.
Seller_fMsCVAHNu4txH
Having done FBA for many years now, and selling thousands of different SKUs I can, unfortunately, relate.
The bad news is that it happens, not infrequently, and the only way to resolve it properly is to recall all of the stock, re-label it yourself, and send it back again.
The majority of complaints we get from customers is about receiving the wrong item. Every time, we recall the entire FBA stock to check it, and quite often the FBA warehouse team have stuck a completely incorrect warehouse label over the top of the perfectly good correct one.
We've also received gloves, umbrellas, boxes of chocolates, bin bags, etc... etc... (None of which we sell.)
Once they've put the wrong barcode on something, the computer says it's that item, even when it's clearly not.
We used to get the FBA warehouse staff to do a bin-check, but the outcomes were very hit and miss. The same mis-labelled stock would end up going back in to the same bins, and the next customer would get the wrong item again.
Sometimes it's been just 1 or 2 re-labelled products in batches of 100's of correct ones, but once the bin is contaminated you've basically no idea until you look at it yourself.
Also, it's probably a bin in only 1 location, but you can't recall the stock from a specific warehouse. When you recall, they'll just send you the amount you requested from whichever warehouse is most convenient for them, not the ones that are the source of the customer complaints.
They messed it up already, they'll mess it up again in the future.
It can seriously eat-up your profits, and there's always the chance of it happening again, but if you don't recall and do it yourself, then your metrics start taking even bigger hits because of customer complaints. And you can quickly end up with item suspensions.
