Incorrect item claims are filed when the items received at Amazon FBA are different from what was ordered. This guide outlines the steps to follow if you encounter incorrect items when sending products to Amazon FBA from Palletfly.

1. Inspect the Shipment:
   1. Upon Amazon receiving your shipment, monitor the inventory to ensure the correct items were received.
   2. Use Amazon's inventory management tools to identify any discrepancies.
2. Document the Inaccuracy: Gather all necessary documentation to support your incorrect item claim.
   1. Original Invoice: Ensure you have a copy of the invoice showing the expected quantity.
   2. Shipping Manifest: Review the shipping manifest or carrier documentation for shipment details.
   3. Images: Any images of the products that were received showing they are different then what was ordered.
   4. Communication History: Include any correspondence with Amazon regarding the shipment.
3. Contact Amazon Seller Support:
   1. Open a case with Amazon Seller Support for more details about the incorrect items.
   2. Request detailed information and documentation about the discrepancy.
   3. Request additional research if necessary, such as pulling a few units and snapping pictures to verify the inventory.
4. Gather Amazon Case Logs: Download all Amazon communications regarding the issue and attach them to the email in PDF format (do not attach screenshots as this may make it more difficult to view).
5. Contact Palletfly
   1. Respond directly to the shipment thread for the specific product in question.
   2. Include the following information in your email:
      1. Issue Type: Write "Incorrect Item Claim."
      2. Detailed Explanation: Describe the incorrect item issue clearly and concisely.
      3. What is different:
         1. Specify the expected product detail.
         2. Specify the received product detail.
         3. Explain the difference from the expected product detail to that of the one received.
      4. Supporting Images: If available, attach images that show the packaging or the received items to illustrate the discrepancy.
      5. Contact Information: Provide your company name, phone number, and contact name for efficient communication.
6. Additional Steps: Follow any instructions provided by Palletfly staff to facilitate the claim process effectively. This may include additional documentation or steps required for resolution.

• Document Everything: Maintain records of all communications, including emails and documentation related to the shortage claim.
• Timely Reporting: Report any shortages promptly upon receiving the shipment to expedite resolution.
• Resolution Expectations: Understand the expected timeline and process for resolving shortage claims. Palletfly will work with you to investigate and resolve the issue promptly.

For further assistance or to initiate a shortage claim, please contact Palletfly support through the shipment thread

Issue Type: Incorrect Item Claim

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

What is different:

In your own words, describe what is different from the expected item to what was received.

• Expected Item Detail:
• Received Item Detail:
• How are they different:

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.