I’m a seller doing international dropshipping using products sourced from Amazon US. My process is simple: I purchase items from Amazon US with my buyer account, send them to a third-party warehouse, and from there the orders are fulfilled to different countries.
Recently, I’ve faced a serious issue with a few high-value items. I purchased several expensive products, but three of them never arrived at my warehouse. When I contacted Amazon US customer support via live chat, they requested a police report from the local jurisdiction where the warehouse is located.
The issue is:
I am not a US resident.
I cannot file a police report in a country I don’t live in.
I even asked someone in the area for help, and they visited a police station on my behalf.
The police clearly stated that issuing such a report for this situation is not legally possible, as it does not fall under their jurisdiction or reporting rules.
I explained this to Amazon support multiple times, but they are not listening or offering any alternative solution. They simply keep repeating the same request.
The total value of the missing items is around $800, which is a significant loss for my business.
At this point, I don’t know what else I can do.
Has anyone experienced something similar?
Is there any alternative approach when Amazon asks for an impossible requirement like a US police report?
Is escalation possible, or should I try a different communication method?
Any guidance, experience, or advice would be greatly appreciated.
Thank you in advance.
I purchased a product from an Amazon FBA seller. Although the tracking information shows that it was delivered, I never received the item. The carrier is not taking responsibility, and the Amazon live chat team keeps asking me to provide a police report. When I try to assert my rights and request proper support, they warn me that they may close my account.
This happens more often than people think, especially when buying high-value items from Amazon US and shipping them to a third-party warehouse, because Amazon’s risk team treats any “delivered but not received” claim to a commercial address very differently from a normal residential delivery.
Once the tracking shows delivered to a warehouse, Amazon almost always asks for a police report to rule out internal theft at the receiving facility, and the frontline support agents can’t override that requirement.
The problem is that US police departments generally refuse to issue a report for someone who isn’t a resident, and they don’t consider lost commercial deliveries as a criminal matter anyway, so Amazon’s request becomes impossible to fulfill.
The only way sellers have had success is by escalating the case away from live chat. Instead of arguing with reps, you need to email the Amazon US account specialist team at [email protected] or [email protected], include the order IDs, tracking showing “delivered,” a written statement from the warehouse confirming the package never arrived, and a short explanation that the local police formally declined to take a report because the matter doesn’t meet their reporting criteria.
Some sellers also attach an email or letter from the police stating they won’t issue a report — even a brief written refusal has been enough for Amazon to escalate to a manual investigation. The warning about closing your account normally shows up when the chat bot thinks the buyer is repeatedly filing claims for delivered packages; it’s an automated fraud-prevention message, not a personal threat, but it’s another reason to stop using live chat entirely.
At this stage, your best route is to escalate by email with all documentation and let their executive team handle it, because they are the only ones who can override the police-report requirement and manually refund a commercial-address loss.
Since you are not even located in the US and you are purchasing expensive items and having them shipped to an address of a 3rd party warehouse, there is nothing you can do.
As you were supposed to receive and inspect the goods.
Unless you have a trusted person who will personally take care of signing the packages for you and keeping the deliveries in their hands, you will have no means to prove that the items were not received.
If the tracking shows delivery to the correct address and you don’t live at the address or have someone to handle deliveries for you, it’s your word against their word.
The seller fulfilled his obligation of delivering to your address.
If you need a trustworthy person to receive and sign for your expensive deliveries in the US, I recommend @Mirabella. Reach out to her. Here is her thread:
What Kika says. Since this was an expensive item and you weren’t there to receive it, what evidence do you have that the item was not delivered to one of the warehouse employees, who decided to keep it?