Steps to follow if you are having an issue with a order that has shipped

Common Issues: 

Item not receiving into FBA. (Did amazon lose it?)
Solutions: 

1) Allow time for Amazon to receive the inventory. It may take up to 30 days. (See link above)
2) Check the status of your shipment. If it is set as "Closed" check the "Reconcile" tab.

   If the shipment is eligible for reconciliation, gather the documents needed to submit a claim to amazon.
  - Invoice provided with your purchase. (A paid copy is available on the Pay & View button of the original invoice email thread)
  - If this is a pallet shipment, you will need a copy of the signed BOL. (This can be obtained by requesting it on the shipment email thread.)
3) Contact Amazon Seller Support with a case asking them for the status of your shipment.
4) If the above steps failed, contact Palletfly staff in response to the shipment email thread with the following information:
 Issue Type: Goods not received
 Personal Notes:
 Screenshot of the shipment page.

Shortage, defective, damage or incorrect item received claims. (When shipping to your own facility)

Begin a claim with Palletfly:

Respond back to the shipment thread of the product in question.

Include all the information below so that we may be able to research you claim faster

Email Body:

Issue Type: (Select from the below)
Shortage Claim, Defective Claim, Shipment Damage Claim, Incorrect Item Received Claim

Detailed Explanation:
In your own words, describe the issue you are having with the shipment.

Anything Missing:
Were all expected pallets received? (Y/N/Not Applicable):
If missing, how many were received and how many missing?
Were all expected cartons received? (Y/N/Not Applicable):
If missing, how many were received and how many missing?
Were all expected units received? (Y/N/Not Applicable):
If missing, how many were received and how many missing?

Anything Damaged:
Were any pallets damaged? (Y/N/Not Applicable):
If damaged, how many were received in good condition and how many were damaged?
Were any cartons damaged? (Y/N/Not Applicable):
If damaged, how many were received in good condition and how many were damaged?
Were any units damaged? (Y/N/Not Applicable):
If damaged, how many were received in good condition and how many were damaged?

Images:
Include images that best show the issue at hand.

Best Contact Info:
Company Name:
Phone Number:
Contact Name:

Documents
If shipped by pallet, include a copy of the signed BOL (the document between you and the driver at time of delivery). The signed BOL should mention your issue that was discovered at time of inspection.

Please submit to the best of your abilities. This information will help us expedite your claim.

Shortage, defective, damage or incorrect item received claims. (When shipping to Amazon FBA)

Begin a claim with Palletfly:

Respond back to the shipment thread of the product in question.

Include all the information below so that we may be able to research you claim faster

Email Body:

Issue Type: (Select from the below)
Shortage Claim, Defective Claim, Shipment Damage Claim, Incorrect Item Received Claim

Detailed Explanation:
In your own words, describe the issue you are having with the shipment.

Amazon Case Logs pretaining to the issue:
Download all amazon communications regarding the issue and attach to the email in PDF format
(Do not attach screenshots as this may make it more difficult to view)

(For all Damage, Defective, Incorrect Item, you must request additional research from Amazon prior to submitting a claim with us. You can do so by opening a case with Amazon and requesting that they pull a few units and snap pictures to view the inventory. Make sure to include these cases in this section) 

Type of shipment:
Was this shipment commingled or were the units ASIN/FNSKU labelled?

Anything Missing:
Were all expected pallets received? (Y/N/Not Applicable):
If missing, how many were received and how many missing?
Were all expected cartons received? (Y/N/Not Applicable):
If missing, how many were received and how many missing?
Were all expected units received? (Y/N/Not Applicable):
If missing, how many were received and how many missing?

Anything Damaged:
Were any pallets damaged? (Y/N/Not Applicable):
If damaged, how many were received in good condition and how many were damaged?
Were any cartons damaged? (Y/N/Not Applicable):
If damaged, how many were received in good condition and how many were damaged?
Were any units damaged? (Y/N/Not Applicable):
If damaged, how many were received in good condition and how many were damaged?

Packaged to ship:
Does this order contain fragile material (glass, stoneware, etc)? (Y/N):
If shipping individually to customers or using FBA, has proper preparation been done to the products (bubble wrap, etc.)? (Y/N/Not Applicable):

Images:
Include images that best show the issue at hand.

Best Contact Info:
Company Name:
Phone Number:
Contact Name:

Please submit to the best of your abilities. This information will help us expedite your claim.