Hello,

After many weeks of trying to resolve this issue directly with amazon support, I have turned to posting this in hopes the community can assist me.

I am currently facing an issue with hazmat SPD shipment that was created Feb 6, 2024 (FBA ID: FBA17Q4015FL) to be shipped to Amazon MEM2 facility in Byhalia, MS.. It was shipped via USPS ground and USPS's tracking info shows it was delivered on Feb 15, 2024. The shipment contains 120 units that total over $4000.00 in total sales. Upon being delivered amazon never received the items from the shipment and gave me no option to research the issue until almost 60 days after the shipment was created. Usually when items are missing from a shipment, They allow you to select an action and allow you to investigate the issue after providing proof of purchase. This scenario was different as when the case was finally closed it gave me no option to further investigate and had a status that read "Investigation completed – shipment contents counted and confirmed". I found this odd so I created a case about the issue hoping to resolve it (case ID: 15114731321). Upon creating the case I was asked for proof of purchase and any documentation that I have to support the case.

after my first submission I received a response saying "We have completed an additional check in response to your request. We have no record of receiving the following expected items". i did not understand this as the status provided by USPS says "delivered" and all details were correct in the destination address.

At this point I'd like to point out some important context I gathered while looking into the issue myself. After the last response, I decided to contact USPS to make sure the package was properly delivered. One thing I noticed about the delivered status is that the package was apparently picked up by an individual which I thought was odd, but after asking USPS about they confirmed that it was signed for by amazon and was picked up by their trucks directly from the post office in Byhalia, MS. They provided me with documentation showing the package was received by amazon in a book along with hundreds of other packages. I was even able to contact the Postmaster of the USPS in Byhalia and he confirmed that he looked into the issue and the package was definitely turned in to amazon. He also explained that the reason it said picked up by an individual is because amazon receives so many SPD packages to that facility that they send their own trucks to pickup from the USPS post office in pallet counts.

After gathering this context I did my best to explain all the information I gathered and even provided documentation showing amazon signed for the package and even the employee's name that signed I submitted it to the case again asking for a reevaluation. After over 2 weeks i finally received an update from amazon and they gave me the same response that:

"After our last communication with you on 4/23/2024, you appealed to us to consider additional documents that you provided. In response to your appeal, we compared the information you sent to us with the pickup date, delivery date, and parcel counts stated on the delivery documents provided for this shipment. In addition, we searched our systems to confirm that the units described in your claim were not located elsewhere in our network. We found no record of these units being received at, or present in, any of our facilities.

Because your claim does not meet one or more of the eligibility requirements for replacement or reimbursement under the FBA lost and damaged inventory policy, you are not eligible to receive a replacement or reimbursement from Amazon for the units listed in your claim.

This concludes our investigation of this matter. Additional appeals related to this claim will not be considered. We appreciate your patience and understanding throughout this process."

I am at a stand still with this issue and can't believe amazon is making this so difficult. For the most part, I have had positive experiences with previous reimbursement requests, but this situation does not seem fair. I did my part of shipping everything properly. USPS did their part of delivering the package to amazon even providing all the evidence showing so. Amazon is the one that last touched the package as one of their employees signed for it and now its contents are gone and they take no responsibility.

If anyone has any experience with a similar issue and has advice that is appreciated. Also if any support moderators can further look into this issue and escalate it to the right person that would be amazing also.