We have been selling on Amazon for over 10 years. Have no choice but to come here to try to get mod help because Amazon has now lost 5 figures worth of our product that shows as delivered but seller support lacks any ability of logic/math and when you provide them proof they are wrong, they just close the case and say that documentation was not provided. This is now the 2nd large shipment in the last month we have had this happen with.

Amazon lost very large portions of 2 separate shipments. All of which show as delivered. We open a case, provide 30+ invoices for both cases (we sell a lot of different SKUs and have multiple invoices for most of them). Amazon then comes back on each of them and says that one SKU we have not provided all of the invoices to prove proof of ownership. We investigate and figure out that on both of them they are items that we had previously had returned to us in January because they were Christmas items and we had done removal orders. So it seems clear that they are not factoring the removal into the math involved that shows we do indeed own all of the inventory.

We had sent them an invoice for 120 units. We had multiple removal orders but the one we sent them screenshots of was for 37 units in January. Overall we have sent them 144 units but the 37 that were removed were sent 2 different times. They were part of the group we sent last year, they were then removed and then a couple months ago we sent those same units again. Math/logic says they need proof of 107 units (144 - 37 that are being counted twice in our shipments). We send them all of that including the math and this is the response "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."

We have had issues with returned units before with Amazon originally denying the reimbursement but once we show that we had removed items then sent them back, they would then go through with the reimbursement. If I send you $20, then you send me $20 back then I send you $20, I have sent you $20 total. By Amazon's current logic I have sent you $40.

So at this point there are 3 options:

1. Amazon policy has changed, if you remove items at any point, you will no longer have proof of ownership because they will not factor in the removals when doing the math to determine invoices match shipments.

2. Incompetence from Seller Support (in both cases, we asked for escalation which wasn't done)

3. Theft. Amazon has basically decided there is nothing sellers can do and even though the logic matches for anyone with an ounce of ability to think, they do not care and they are going to stick to their story no matter what proof you provide.

If it is #1, they need to make it absolutely clear if you do a removal order that if you send those products back at any time, Amazon can and will have the ability to straight steal your inventory and you will have absolutely no recourse. So the Amazon policy is now that we remove items that are no longer in season helping to free up Amazon from slow moving items...but then at a later point you can lose shipments that we know were delivered and just steal product from a small business? We are now talking over 5 figures in product sent in huge boxes that you have proof were delivered that Amazon just lost and now are just essentially stealing from our small business.

Our case numbers are 16043076111 for the recent one. For the previous one, cases were 15765222431/15847442521

No idea what mods to tag here.

@Seller_l7Jtck9jxnEA0@Seller_s3amN64nZ4y9V@Seller_RSwABJNHpHnEZ