Amazon CANADA Shipment ID: FBA18LLHP4C5

21 Units

4 MSKUs

At 08:37 PM on 2025-01-08, I received the following message:

Hello from Amazon Selling Partner Support,

I understand you want us to investigate missing units from the shipment FBA18LLHP4C5.

Please understand that we have already kept the case open multiple times as per your request. However, we also have certain limitation, due to which we are unable to keep your request at this time.

Therefore, we have to marked this case as answered.

Rest assured that we are not denying investigation. You may open a new case providing the required details along with the shipment ID.

You have received this message because you were copied on the correspondence about this case by the person in your company who opened it. Although this case has been resolved by our support team, if you have questions about this issue, it may be helpful to bring them to the attention of the person who opened the case. If further assistance is needed, please ask this person to reopen this case and we will be glad to continue to provide assistance. Thank you for choosing Amazon.ca.

Allow me to address each of Amazon Selling Partner Support’s incorrect and misleading statements and claims.

• A) “I understand you want us to investigate missing units from the shipment FBA18LLHP4C5.”

Yes, that is correct. We have asked Amazon to do this nine times since 12-06-24 and Amazon has done nothing. Amazon lost our box containing 4 different GTINs totalling 21 products sometime between 11-19-24 when I received an email from Amazon confirming the shipment had been received and checked in at the Amazon warehouse, and 12-06-24 when all 21 items vanished from showing as Inbound on our 4 listings. Shipment ID: FBA18LLHP4C5. UPS (Amazon-Partnered carrier) Tracking Number: 1Z10074A2059822286.

Let’s review the facts and timeline concerning this case:

1. At 03:19 PM on 2024-12-16 we submitted our first request as follows:

MSKU, Final Discrepancy, Action Required

-----------------------------------------

DTC2P, -12, Please investigate

DTC4P, -3, Please investigate

DTC6P, -3, Please investigate

RR10P, -3, Please investigate

Require Invoice to be uploaded for the case to be investigated

Your Comments:

- Known discrepancies.

- Amazon lost our parcel and it has 21 units.

- Description of shipping boxes.

1 Box

Small parcel delivery (SPD)

UNITED PARCEL SERVICE INC

- GTIN of units, if different from listed.

-30627987968324

-10627987968320

-60627987968325

-50627987968328

- Any missed prep activity.

We did everything correctly as always we did. We have also attached the tracking and delivery status from UPS. We use the default Amazon provided UPS carrier service and it shows the weight of the box too. Our parcel lost in amazon warehouse and we want to investigate this and request to work on this.

Tracking Number:

1Z10074A2059822286

2. At 03:20 PM on 2024-12-16 we received confirmation from Amazon that our case would be investigated:

Greetings from Amazon,

Thank you for contacting Seller Support.

We are currently investigating the case you have created regarding shipment FBA18LLHP4C5 for the following units:

B0DN8LJHQ8, 12

B0DN8FGQF2, 3

B0DN8HF1JG, 3

B0DN8D4VRL, 3

3. At 09:20 PM on 2024-12-17 we received the following request from Amazon:

Hello,

Thank you for your patience as we investigate shipment FBA18LLHP4C5. To speed up the investigation, please provide an invoice.

The invoice must be original, show the purchase of the products from a supplier or manufacturer, and include the following:

- The date of the purchase

- The titles of the missing units

- The quantity purchased

- Full name and address of the invoice issuer

- Full name and address of the purchaser

If you are the manufacturer, send a copy of the signed packing slip, which must include the following:

- The date of delivery

- The titles of the missing units

- The quantity shipped

- The manufacturer signature or stamp

Ensure that your invoices include all units that you've sent in your shipments from the invoice date to the receipt of the shipment that is currently under investigation.

Once we receive this information, we will be able to continue researching this matter. We will keep this case open for two business days for you to respond.

4. At 05:45 PM on 2024-12-19 we submitted the following along with screenshots taken from Seller Central showing every step of the process from creating the shipment to Amazon losing it (screenshots attached):

Thank you for response. We took the same step we do every single time and we never had such issue in entire our amazon experience.

Please find attached screenshot and this is steps we took: We don't have the packaging slip. We are the manufacture of our product. We use Amazon carrier to ship our products every single time.

-The shipment was created on November 17,2024 and shipped via UPS (Amazon-Partnered carrier).

-The shipment was delivered on November 19, 2024, and checked in on November 20, 2024, which was confirmed by email.

-From November 20, 2024, until December 16, 2024, the Manage All Inventory screen showed the correct quantities of inbound product.

-On December 16, 2024, the inbound quantities vanished and it now shows 0 for all four listings. The Shipment summary shows no defects and a discrepancy on all 4 products.

The box has obviously been lost by Amazon sometime between November 20, 2024, when the product was checked in and December 16, 2024.

5. Having not received any updates from Amazon, at 10:02 AM on 2024-12-23 we submitted the following:

We kindly request an urgent update regarding the above-mentioned case ID. The shipment issue remains unresolved, and we have already provided all the necessary information in our last two messages. Please let us know the current status at your earliest convenience.

Thank you for your prompt attention to this matter.

6. Having not received any updates from Amazon, at 12:38 PM on 2024-12-26 we submitted the following:

We kindly request an urgent update regarding the above-mentioned case ID. The shipment issue remains unresolved, and we have already provided all the necessary information in our last two messages. Please let us know the current status at your earliest convenience.

Thank you for your prompt attention to this matter.

7. Having not received any updates from Amazon, at 07:14 PM on 2024-12-31 we submitted the following:

To Amazon Support Team,

We have been waiting for over 10 days for a response. Could you please provide an update on this case ID?

Thank you.

8. Having not received any updates from Amazon, at 05:39 PM on 2025-01-02 we submitted the following:

It’s been very long time and we have not received the response. I request to please respond here. Our shipment is lost and we lost the money and there is NO support from Amazon team.

9. Having not received any updates from Amazon, at 02:04 PM on 2025-01-06 we used the chat to re-send our original message from 03:19 PM on 2024-12-16. A person named Ivana engaged in the chat and had the following comments:

“Upon checking, your shipment FBA18LLHP4C5 have discrepancies.”

“With this, I need the assistance of the relevant team regarding the investiagtion of these missing units from your shipment.”

“I need to transfer this case for immediate assistance however, the team is currently not supporting chat.”

“We will contact you through email once the investigation has been completed.”

10. At 04:38 PM on 2025-01-06 we received the exact same request from Amazon that we received on 2024-12-17 at 09:20 PM (See point 3 above), which we had replied to at 05:45 PM on 2024-12-19 (See point 4 above). In addition to the original message, Amazon’s message stated the following:

“We'll keep this case open for four business days so you can provide the information. If we don’t hear back from you within four business days, the case may be closed.”

11. At 04:39 PM on 2025-01-07 (1 day later) we received the following from Amazon:

“This is a reminder to let you know that we need more information to resolve your case. If you still need assistance, please respond to this message and provide the details we’ve requested below.

If we’ve resolved your issue, no further action is needed and we’ll close your case.”

12. At 09:44 AM on 2025-01-08 we submitted the following:

Thank you for your message. We are currently working on the response and will get back to you shortly today with the necessary details.

13. At 11:57 AM on 2025-01-08 we received the exact same request from Amazon that we received on 2024-12-17 at 09:20 PM (See point 3 above), and received again at 04:38 PM on 2025-01-06 (See point 10 above) which we had replied to at 05:45 PM on 2024-12-19 (See point 4 above).

14. At 1:33 PM on 2025-01-08 I submitted the following:

Hello patel.s,

Why are you asking for this information again as Amazon sent us the same request on 12-17-24 and we responded on 12-19-24 with the timeline between 11-17-24 when the shipment was sent and when it became obvious to us on 12-16-24 that Amazon had lost the box, along with screenshots confirming these details.

As you can see from the notes, no one at Amazon responded despite several requests on our part, from 12-19-24 until Ivana engaged on 01-06-25.

It looks to me like no one has looked at our response on 12-19-24, as why else would you ask for the same thing again?

Here is the timeline:

The shipment was created on November 17,2024 and shipped via UPS (Amazon-Partnered carrier).

The shipment was delivered on November 19, 2024, and checked in on November 20, 2024, which was confirmed by email.

From November 20, 2024, until December 16, 2024, the Manage All Inventory screen showed the correct quantities of inbound product.

On December 16, 2024, the inbound quantities vanished and it now shows 0 for all four listings. The Shipment summary shows no defects and a discrepancy on all 4 products.

The box has obviously been lost by Amazon sometime between November 20, 2024, when the product was checked in and December 16, 2024.

I will send 12 files numbered from 1-12 which match the timeline.

We also already confirmed we are the manufacturer and not a reseller.

Please look at the details which leave absolutely no doubt that Amazon lost the box sometime between 11-19-24 and 12-06-24.

I look forward to receiving your acknowledgement of the facts and proceeding with compensation for the lost product.

Thanks,

Brian

15. At 08:37 PM on 2025-01-08, I received the message from Amazon that I started this letter with.

• B) “Please understand that we have already kept the case open multiple times as per your request. However, we also have certain limitation, due to which we are unable to keep your request at this time.”

This is not true. The only time we asked for an extension was on 2025-01-08 at 09:44 AM when we received Amazon’s message threatening to close the case even though Amazon stated on 2025-01-08:

“We'll keep this case open for four business days so you can provide the information.”

The ongoing delay in resolving this case is because Amazon Selling Partner Support refuses to look at our submissions which leave no doubt that Amazon lost the box.

• C) “Therefore, we have to marked this case as answered.”

As can be seen by the summary above, Amazon has completely ignored our submissions and provided no answers whatsoever on the lost box or receiving any compensation for Amazon’s error, and consider the case resolved and closed.

• D) “Rest assured that we are not denying investigation.”

From 12-16-24 to present, Amazon have repeatedly denied us an investigation. It’s obvious Amazon has not looked at our submissions as they leave no doubt as to Amazon’s liability for losing the box.

• E) “Although this case has been resolved by our support team,”

This case is not resolved! Amazon is refusing to investigate or take any responsibility.

A series of screenshots taken from Amazon Seller Central are attached which show every step and detail in the process from us preparing the shipment, to Amazon losing it.

Amazon Selling Partner Support defines incompetence, and has done nothing whatsoever to help resolve this case.

What they have done is completely ignore our submissions and made up a totally uncredible story to avoid taking responsibility and compensating us for the product Amazon lost in their warehouse.

In my 2 years of dealing with Amazon and the endless problems they have created for us, I have learned this is the type of response a seller should expect from “Amazon Selling Partner Support”, every time there is a problem.

Brian Starke, CEO, The Pleasure Pods Company Ltd.

Please FIND all attached SCREESNHOT directly from seller central.