For shipments in your ‘Needs attention’ section, we may need a few different things from you in order for us to file a case.
When you see a message in yellow like this:
This means that the shipment is automatically pending based on discrepancies we found on your account. We could require a signature, invoice, and/or proof of delivery. Once all documentation requirements have been met, you can mark the shipment as ready to send it to our queue for the team to review and file.
For messages in red, the next steps are detailed below:
Amazon is requesting additional invoices to account for all units of FNSKU: X sent across multiple shipments. We require invoices that account for a total X units of this FNSKU across the following date range: January 1, 2024 - December 31, 2024. You have provided us with invoices that account for X units, so we require additional invoices that account for an additional X units.
This means that Amazon is requesting additional invoices to account for all units of a particular item sent in across multiple shipments within a certain date range. For example, if you send us an invoice for 100 units dated for January 1, 2023, and the shipment we’re working on is dated for January 1, 2025, that had 100 units sent in, the invoice meets the requirements. However, if Amazon determines that another shipment was sent between these two dates and contained this unit, we also need to provide invoices to account for those additional units to prove ownership for all of them. When Amazon requests further documentation, we will put this message on the shipment to let you know what else is needed.
An item is missing from this invoice. Please provide the original invoices for ASIN: X Item Name: X.
This means there is a missing unit on the shipment that we do not have proof of ownership for. In order to investigate the missing unit, we require the original invoice in order to proceed with a case so will put this note up to let you know what’s missing.
We require invoices that account for all units sent of ASIN: X for this shipment. You have provided us with invoices that account for X units, so we require additional invoices that account for X additional units for a total of X.
This means that we do not have sufficient invoices to account for the units sent in. We need to account for all units sent of each item with discrepancies in order to proceed with an investigation, so we will put this message up when we need more invoices from you.
Please note that Amazon does not accept Proforma/Commercial invoices, or order confirmations without the corresponding delivery confirmation as valid proof of ownership as it does not indicate a completed purchase. Please upload an original invoice from the supplier/manufacturer, or provide the associated delivery confirmation.
This means that we received documentation that doesn’t meet Amazon’s requirements. Any invoice labeled 'Proforma' or 'Commercial' does not meet Amazon's requirements, and Amazon doesn’t accept order confirmations without the delivery confirmation. To address this, you will need to provide the original, paid invoice, or the accompanying delivery confirmation in order for us to file a claim. Please note: delivery confirmations should be uploaded as invoices since they serve as proof of ownership. Proof of delivery, on the other hand, demonstrates that the shipment was delivered to Amazon.
Invoices dated after the shipment was created are not considered valid proof of ownership; all invoices must be dated on or before the shipment creation date to be accepted. Please upload the corrected invoice on your dashboard at your convenience.
This means that we received documentation that doesn’t meet Amazon’s requirements. Invoices must be dated on or before the shipment creation date, or it will not be accepted - this cannot be contested. To resolve this, provide an invoice dated for before or on the shipment creation date that also meets all other requirements.
Amazon is requiring a carrier-signed and Amazon signed/stamped bill of lading (BOL) or screenshot of a Delivery Appointment ID to prove that all units were sent in order to proceed with this case. Please upload the proof of delivery (POD) so that we may continue with a case.
This means that we need proof of delivery documentation from you. Since this shipment was sent LTL/FTL according to Seller Central, we will require either a carrier-signed and Amazon signed/stamped bill of lading (BOL) or a screenshot of the Delivery Appointment ID in order to proceed with a case. It can be uploaded under ‘Proof of delivery’.
Amazon is requiring the Proof of Delivery (POD) from the carrier to prove that all units were sent in order to proceed with this case. Please provide the proof of delivery from the carrier to account for all boxes in the shipment.
This means that we need proof of delivery documentation from you. Since this shipment was sent SPD according to Seller Central, we require the tracking ID and proof of delivery documentation for each individual parcel in the shipment in order to proceed with a case. The proof of delivery must come from the carrier, and Seller Central screenshots are not considered valid.
There are insufficient valid tracking numbers uploaded in Seller Central. Please upload the corrected tracking number(s) for this shipment to Seller Central, or provide an alternative proof of delivery in the form of a carrier and Amazon signed bill of lading, screenshot of a delivery appointment ID, or proof of delivery from the carrier.
This means that tracking IDs are missing in Seller Central, and we require more information to file a case. To address this, either add the tracking IDs to Seller Central, or provide an alternative proof of delivery in the form of a carrier and Amazon signed bill of lading, screenshot of the delivery appointment ID, or proof of delivery documentation from the carrier.
The carrier is reporting no information found for the following tracking IDs: X. These packages account for the remaining discrepancies present on the shipment. If the parcels were sent, please upload any proof you have on file that these goods were handed off to the carrier; if these parcels were not sent, please archive the shipment to remove it from your feed.
This means that we tried to obtain the proof of delivery for you, but the carrier confirmed they never received the parcels. We’ll review the shipping plan to see what the box accounts for in order to validate the discrepancy, and then mark it as pending for you to review. If you have proof from the carrier that they did accept this parcel, you can send that to us. If you confirm that the shipment was sent short, the shipment can be archived by clicking on the three dots to the right of the shipment and clicking ‘archive’. This will remove it from your queue.
The carrier is reporting tracking ID: X is lost in transit, which accounts for the remaining discrepancies on the shipment. Because this is not an Amazon partnered carrier shipment, Amazon is unable to reimburse for units lost in transit; you will need to contact the carrier directly for reimbursement and can archive this shipment.
This means that we tried to obtain the proof of delivery for you, but the carrier confirmed that either they never received the parcels, or they went missing in transit. Because the shipment was not sent via the partnered carrier program, Amazon is not responsible for missing units and will not reimburse. We recommend following up with your carrier to obtain a reimbursement for the missing items!
The carrier is reporting no information found for this shipment's tracking IDs due to the age of the shipment. Please upload any proof you have on file that these goods were received by the carrier, or you may archive this shipment if you do not have a saved record.
This means that we tried to obtain the proof of delivery for you, but the documentation is no longer available due to the age of the shipment as the carrier will only keep a record of a delivery for a certain timeframe, typically 18 to 24 months. If you have an internal record with the correct documentation, you can upload it so that we can continue with a case. If you do not have a record, the shipment will need to be archived as a further case cannot be pursued.
The shipping plan in Seller Central does not match the proof of delivery. If this is a known short shipment, please archive this shipment to remove it from your feed. If you did send the shipment in full, please upload an alternative proof of delivery to account for all units sent.
This means that the proof of delivery we have confirms a short shipment based on carton, pallet, or unit count, or a weight discrepancy. This can also be due to missing individual shipment information. If you have documentation on hand that confirms the correct counts and weight for the shipment, please upload it so we can continue with a case. If further information is not available, or if you determine that it was a short shipment, it can be archived.