Hi everyone,

I'm reaching out for help regarding a shipment issue we've been struggling with.

On November 22, 2024, we shipped 13 cartons via DHL in two batches to an Amazon fulfillment center. However, 3 cartons from one of the shipments have never been received by Amazon.

I opened multiple cases over the past few months and got no resolution. About three months ago, I posted here seeking help. An Amazon rep responded, asking for details like the shipment ID. I provided all the requested information, and on April 23, I received confirmation that a reimbursement had been processed for the missing items — and we did receive the compensation.

However, to our surprise, on May 27, we found out the reimbursement was reversed. When we opened a case to ask why, support replied with the following:

“The proof of delivery only confirms that the carrier completed the delivery to the Amazon fulfillment center. It does not confirm that Amazon actually received the exact items and quantities listed in your shipment plan. We do not have a record of receiving these cartons.”

This left us confused. We already provided the commercial invoice and DHL POD — if those aren’t enough to prove delivery, what else is considered acceptable proof?

We don’t understand how sellers are expected to prove Amazon received their goods if delivery to the fulfillment center, supported by official carrier documents, is not enough.

Has anyone dealt with something similar? How can we escalate this or provide the right documentation?

Any help or insight would be greatly appreciated.

Thank you!