Oh, Amazon, you are crazy

They have lost a shipment from us, it seems, although getting a straight answer is not easy. They got it, but no more. What is annoying is I am 99% sure it showed the items as "found" and then changed to "0 found" - I may be wrong.

They state the shipment is eligible for investigation from 12th Oct, but no link to do that and opening tickets they kept saying it is not yet eligible yet. Latest was again insisting I check what the shipping page says and wait for that date. It still says 12th Oct. So I, er, checked the shipping page, waited (it is 13th already) for 12th to pass, and well, got back to them. What the fuck?

So finally a chat and they are talking of a claim - well I want to know if they have lost them first, but they would not answer and closed chat.

They then said for a claim they need loads of stuff including our purchase order from manufacturer, picking list, invoice, manufacture stamp or signature, all sorts.

They seem unable to cope with the fact that we are the manufacturer! So we have no shipping details of this product to us, or purchase order, or any such stuff.

They want a "picking list" for sending to Amazon. Well, I did not make one. But it seems they are happy for me to now make one! Well only if it is dated before we shipped, so I had to make one. Then it needs to be signed, FFS, so print, sign, and scan! Why! How is this a sane process?

I pointed out if I do not meet their criteria for a claim, I bet I meet the criteria of a county court.

Now, in next chat they are saying they will investigate. But only if they have documents for a claim.

At one point they say they need "Shipment or purchase order ID", after some to and fro, they want an Amazon shipping reference number. I was confused, how is that related to a "purchase order ID"? He sent me a screen shot. It is an Amazon reference, it seems.

So, err, I replied, "OK the Shipment or purchase order ID is 3IC25SUG"... Done... I mean, wow!

I had to make the "packing slip" at least three times to add more on to it. Apparently simply stating things on the chat does not count!

And then they want proof of delivery, so screen shot of the Amazon shipping page showing the tracking and receipt of the item getting to Amazon, from Royal Mail and Amazon point of view.

Bear in mind, all of this is in the context of a ticket about a specific shipment - such that he could get that screenshot to send me. So he has all of this information visible to him. I am sorry but this is really FUCKING STUPID, in so many ways.

However, lesson learned, next shipment I'll take pictures before sealing boxes. Maybe even a video with taping up and applying RM postage label.

Update: They agree lost, and agree to compensate, but some made up value that is not even the cost of the bare circuit boards!