Amazon lost my shipment and will not reimburse me. Please help.
Hello,
I sent a shipment in October, 2024 through an Amazon-partnered carrier to Amazon fulfilment center BNA6. The shipment has been lost since October 4, 2024 and Amazon will not reimburse me because they have "no evidence it was received at a fulfilment center", even though the amazon partnered carrier has confirmed to me it was delivered to the fulfilment center on October 6.
I provided proof of ownership of the shipment and the BOL. I do not know what additional documents I could provide to show proof of delivery because everything was handled through the Amazon partnered carrier (AAA Cooper Transportation) and Amazon itself. I did not select the carrier and completely relied on Amazon's promise to insure shipments sent through partnered carriers.
My understanding is that I should be reimbursed for the estimated sales proceeds of this lost shipment pursuant to Amazon's lost shipment policy and this seems like a very clear-cut case, so I am confused as to why I am being refused. Here is the reimbursement policy: https://sellercentral.amazon.com/help/hub/reference/G200213130?mons_sel_mkid=amzn1.mp.o.ATVPDKIKX0DER&mons_sel_mcid=amzn1.merchant.o.A1CFAVGM6AF5MH&mons_sel_persist=true
The case number is 16955372091 and the shipment id is FBA18DNQTTG4.
Is there anything you can do to help me resolve this and get reimbursed? This has been dragging on for over 3 months and has had an extremely negative impact on my business and mental health.
Thank you,
Amazon lost my shipment and will not reimburse me. Please help.
Hello,
I sent a shipment in October, 2024 through an Amazon-partnered carrier to Amazon fulfilment center BNA6. The shipment has been lost since October 4, 2024 and Amazon will not reimburse me because they have "no evidence it was received at a fulfilment center", even though the amazon partnered carrier has confirmed to me it was delivered to the fulfilment center on October 6.
I provided proof of ownership of the shipment and the BOL. I do not know what additional documents I could provide to show proof of delivery because everything was handled through the Amazon partnered carrier (AAA Cooper Transportation) and Amazon itself. I did not select the carrier and completely relied on Amazon's promise to insure shipments sent through partnered carriers.
My understanding is that I should be reimbursed for the estimated sales proceeds of this lost shipment pursuant to Amazon's lost shipment policy and this seems like a very clear-cut case, so I am confused as to why I am being refused. Here is the reimbursement policy: https://sellercentral.amazon.com/help/hub/reference/G200213130?mons_sel_mkid=amzn1.mp.o.ATVPDKIKX0DER&mons_sel_mcid=amzn1.merchant.o.A1CFAVGM6AF5MH&mons_sel_persist=true
The case number is 16955372091 and the shipment id is FBA18DNQTTG4.
Is there anything you can do to help me resolve this and get reimbursed? This has been dragging on for over 3 months and has had an extremely negative impact on my business and mental health.
Thank you,
56 replies
Seller_Iq8G0IA7I69uO
I hope this may be helpful to you. (I did not have enough time to draft a detailed reply but this should get you started)
You will need proof of delivery. Have you downloaded the delivery receipt from AAA Cooper Transportation website?
You can register for free on their website and then you just provide the PRO number provided on your ACT AACT Pro # sticker the driver added to your BOL at pickup. (Side note: no amazon information is needed to register on AAA website)
Seller_iNNHjUswpsS4G
Easy way to solve this.....FBM. Figure it out, use your basement, get a thermal label printer and invest in yourself. You would be amazed at the less aggravation
Seller_epwccW0cQ5Pbh
Same boat. Amazon lost all three shipments we sent in for Christmas and is playing games. Amazon Jeet can't help because they barely speak English to begin with and only know how to auto-reply with whatever is in the FAQ their AI chat tools them them to click on, so they can't elaborate on what's wrong with any of the invoices we already sent.
Truth is, you'll get no help. They love to steal. It's in their nature. They took your inventory and will resell it by the truckload to liquidation stores.
Seller_SPfXC6UBTdlZ1
I've had the same situation before, hopefully I can provide some insight. You will need to contact the carrier directly, call the local terminal and have them provide confirmation of delivery. My situation was that the truck never made it to the FC because it had a flat tire and it just sat there, literally. So chances are, the trailer got lost or whatever reason, you will need to track it down then have communication from the carrier to send back to Amazon. It's tedious, but this is the step to take, and hope it helps.
Seller_hZYY7pXQAUwqk
Could I please request that a community manager reach out to seller support and escalate this issue?
I have provided all of the proof of delivery documents and seller support is being non-responsive.
Thank you for any help you can provide.
Seller_Ha6JyVvDK6Ybs
They do this to steal inventory they will want you to provide invoices for all items and invoices must look some certain magical way yet bots will not tell you and 9 times out of 10 they reject all your invoices cause they do not match whatever font they look for total waste of time and exactly why we stopped FBA as we do not want to deal with this kinda theft.
Best bet will be buy invoice program and make your own invoices for all units and product names need to match exactly the way it looks on Amazon.
Seller_hZYY7pXQAUwqk
Update: Amazon has denied the claim and prohibited me from appealing. I have included their final response below.
It baffles my mind as to why Amazon has not reimbursed me for the lost shipment. They represented to me that they would reimburse me for lost or damaged shipments by their partnered carriers or by them. I relied on that. They took my shipment, lost it, and now they refuse to reimburse me because they can't locate the units in their system. Of course they can't. That's what happens when you lose things. If they showed in your system then they wouldn't be lost!
Does anyone have any recommendations for next steps? For example, should I file an arbitration claim?
"On 10/25/2024, you filed a claim for reimbursement for 1620 units from Shipment ID: FBA18DNQTTG4, which you described as lost by Amazon or a carrier. We researched your claim, and on 11/21/2024 we requested you wait for shipment eligibility using the Shipment Summary Reconcile tab. Also, we notified you that based on the information available to us, we were unable to confirm your eligibility for replacement or reimbursement of these units under the FBA lost and damaged inventory policy.
After our last communication with you on 1/4/2025, you appealed to us to consider additional documents that you provided. In response to your appeal, we compared the information you sent to us with the pickup date, delivery date, and parcel counts stated on the delivery documents provided for this shipment. In addition, we searched our systems to confirm that the units described in your claim were not located elsewhere in our network. We found no record of these units being received at, or present in, any of our facilities.
Because your claim does not meet one or more of the eligibility requirements for replacement or reimbursement under the FBA lost and damaged inventory policy, you are not eligible to receive a replacement or reimbursement from Amazon for the units listed in your claim.
This concludes our investigation of this matter. Additional appeals related to this claim will not be considered. We appreciate your patience and understanding throughout this process."
Seller_hZYY7pXQAUwqk
Update: Amazon has located roughly half of the items in the lost shipment and reimbursed me for the other half that was lost.
I'm still not entirely sure what happened. When I recently sent another shipment in, they somehow found 900 of the lost units and reimbursed me for the other 720 that have not been located.
In any event, I'm glad it's over! Thank you @Seller_Iq8G0IA7I69uO and @TaylorR_Amazon for your help!
Seller_hZYY7pXQAUwqk
Update: It turns out the 900 units Amazon allegedly found were not actually found. Here we go again!
