Hello,
please help. I’m missing 60 units from my last shipment. UPS provided delivery confirmation for all the boxes. Initially, I received an email stating that I would be refunded in 3-5 working days, but then nothing happened.
When I asked for the refund again, another representative told me they found my boxes and put them back in my inventory, but I don’t see them in the count. Any advice on what to do? I keep sending emails and get the same reply.
Is there any way to speak to a manager? Thank you all.
This situation is unfortunately quite common with FBA discrepancies, and the key is to stop reopening the case and instead push for a clear written resolution within one single case thread, because reopening or starting new cases often resets the investigation.
First, check the Inventory Event Detail report and the Daily Inventory History report to see whether the 60 units show any recent transfer, reconciliation, or FC adjustment entries, as agents often say items were “found” when they were merely reassigned internally and not yet reflected as sellable inventory.
If the units do not appear there, reply to the same case requesting a formal reconciliation outcome in writing and explicitly ask whether the units were physically received, misplaced, or deemed lost, and request either a reinstatement with a transaction ID or a reimbursement confirmation with a reimbursement ID.
Attach the UPS proof of delivery again and reference the original email promising a refund within 3–5 working days, asking them to honor that determination if no physical inventory movement can be shown. You generally cannot speak to a manager by phone for FBA reimbursements, but you can request escalation by asking for the case to be reviewed by the FBA Reconciliation or FBA Leadership team, which often triggers a more competent review.
If you keep receiving identical scripted replies without evidence, politely state that the response does not address the discrepancy and request escalation due to conflicting determinations, as persistence within a single, well-documented case is usually what finally forces a resolution.