I’m having an issue where they lost my entire box in the warehouse, which was delivered on August 2nd. I contacted them last month three times about the status of the box, and they told me that it had already been delivered to them, and that I needed to wait until it was received. Now, they are saying that the box is lost and are asking me to upload all invoices and proof of delivery for the shipment. I sent everything to them, and after several days they sent me this email:
‘We are unable to continue our investigation because the documentation provided doesn’t meet one or more of the requirements for acceptance. The case has been resolved. When you are able to provide documents that satisfy all requirements, please create a new case.’
I contacted Seller Support again through the text option because I can’t reach them by phone these days. The support team opened another case for the internal team. I asked what the issue was or what specific documents they need as proof, but the representative didn’t give me an answer.
The invoice quantities should be equal to or greater than your FBA shipment quantities. If multiple invoices are required, ensure that these documents meet the shipment’s total quantities. For the POD, make sure it is marked as delivered, especially if your shipment has multiple tracking numbers.
If you can get this reimbursed and need further assistance, feel free to let me know or visit Groagroup.com.
To get this resolved, Amazon needs specific documents from you, like an official invoice that includes your information, the Amazon warehouse address, the date of the invoice, a breakdown of the items with their ASINs or FNSKUs, proof that you paid for the items, and confirmation of delivery (like a tracking number). If any of this information is missing or doesn’t match what they expect, they will reject it. I’d recommend double-checking your documents to make sure everything’s correct and asking Amazon exactly what’s wrong if you’re still unsure.