We have been selling on Amazon for over 10 years. We have sold the same manufacturer that entire time. We have sent Amazon thousands of invoices from this manufacturer over the years. It is very clear that something has fundamentally changed with Seller Support to try to make getting reimbursed almost impossible. It sure looks to us like Amazon saw how much money it was costing them when they lost shipments and instead of looking inward about how to get better at checking items in and cutting down on their own employee theft, they decided they would just try to exhaust sellers into giving up on reimbursements. Here is our current one.

Amazon lost an entire 22" X 22" X 22" box. UPS in Amazon's system shows the item was delivered. Amazon closes the shipment showing those items missing. We open a case asking for reimbursements. There are 30 items in the box, 16 of 1 SKU, 14 of another SKU.

The first response we get back says this "We've reviewed and found multiple shipments at our fulfillment centers between the invoice date 08/31/2024 and the ship date 09/20/2024... The following shipments were sent for each FNSKU in the date range:" It does not list either SKU. It also has a very weird 3 week between ship date which are completely irrelevant. So we ask for clarification.

2nd response: "We've reviewed and found multiple shipments at our fulfillment centers between the invoice date 08/31/2024 and the ship date 09/20/2024. The following shipments were sent for each FNSKU in the date range:" This time they list the SKU but still that weird 3 week window that is literally irrelevant. They list 11 shipments. The shipment dates range from 12/8/23 to 9/20/24. We count up the units of this SKU for those shipments. There are 230 units total we have shipped to Amazon. We look at the invoices we have submitted to them. There are 553 units on the invoices (the invoices range from 1/31/23 to 2/9/24 with 360 units on one invoice dated 12/6/23). And I will repeat, we have submitted thousands of invoices to Amazon over the years from this same manufacturer. So we lay out exactly what I have here, there are 230 units to account for, we submitted invoices for 553 units. We do it in painstaking detail showing them exactly how many units were in each shipment, what each invoice shows and how many units on each.

3rd Response: "I know that a quick resolution of our investigation is important to your business. However, we're unable to continue our investigation because the documentation provided doesn't meet one or more of the requirements for acceptance. This case has been resolved. When you're able to provide documents that satisfy all requirements, please create a new case."

What??? No explanation. Nothing. And it says we can't reopen the case unless we provide more documents. The documents we sent you are way more than acceptable! You just close the case, don't explain your reasoning when literally every single requirement is met and we are just supposed to take a loss of $2000? So we are dumbfounded and extremely angry. What is the deal with the "invoice date 8/31/24 to 9/20/24"? If you just look at the 1 invoice for 360 units from 12/6/23 it covers everything we have ever shipped to Amazon. So what on earth are they talking about with this 3 week period?

So our next thing is, okay someone is just an idiot and we need to see if we can get someone else to look at it. Contact Seller Help on Twitter. They basically say "They what you sent isn't acceptable so you need to submit them more documents." What?

So that is where we are currently. We have submitted to Amazon invoices for 553 units from a manufacturer we have sent them thousands of times (and Amazon also sells on the retail side). Amazon needs proof of 230 units purchase. And somehow that math leads Amazon to say that they won't reimburse. It is beyond outrageous how hard it is to get Seller Support to do the most simple things. The only thing that makes sense is that Amazon now sees these opportunities as a cost savings potential for them and will screw over small businesses repeatedly and just hope they will get so frustrated, they just eat the loss themselves. At the very basic level stuff like this is theft by Amazon. You have proof our shipment was received to your warehouse from your preferred carrier. You guys either lost the shipment or let it be stolen. We submit you the exact documents you require and you just say "No" with no explanation and apparently no recourse for us. What has this company become? Truly outrageous.

So here we are. Hoping there is a single person at Amazon that isn't fine with them screwing over small businesses over and over and over. The case number for this one is 16519041371.

@Quincy_Amazon@KJ_Amazon@CR_Amazon@Manny_Amazon@Jim_Amazon@Dominic_Amazon