We got into trouble as our pallet was collected without Amazon and UPS labels (UK Market). This means that the delivery and recognition of the inventory at Amazon are uncertain, and thousands of dollars’ worth of inventory could be lost. Let me tell you how we solved it so that if you ever find yourself in a similar situation, you can handle it accordingly.

Basically, we had the shipment sent directly from the supplier, while the Amazon labels (BOL, etc.) and UPS labels for the pallet were provided later—sometimes on the same day as the collection. In this case, the courier arrived early in the day, and we sent the labels later that day. The supplier informed us that they had collected the shipment and assured us they would attach the labels. While it was fine that the courier had their own labels, they might have been missing the essential Amazon labels, such as the Pallet BOL, which could cause issues when the shipment reached the Amazon warehouse.

We acted promptly, called the courier, but they told us that the issue could not be resolved over the phone and that we needed to open a case on their website, lots.ups.com.

We immediately opened a case, explained the issue, and took the necessary steps to resolve it (as seen below: the green box highlights our case submission, while the red box shows the courier’s response to the case):

However, we were unable to attach the labels there. The main issue was that while they might have the manifest and shipping labels, they could be missing the BOL, which comes from Seller Central. We needed to ensure that the BOL was attached and that they had it.

To resolve this, we checked our history and found that we had encountered a similar issue in the past. Fortunately, we had the email that helped us solve it back then. The email address is upsamazon@ups.com.

So, we emailed them the following, attaching the BOL and courier labels:

And in the second email, we also sent the remaining necessary documents and information, as follows:

After taking these prompt actions, we were able to resolve the issue and received the following email from Amazon:

Fortunately, Amazon received the inventory properly and on time.

Key Lessons and Checklist:

1. Provide Labels and Relevant Details on Time – Ensure all necessary labels, such as the BOL (which arrives on the day of pallet collection), are provided promptly.
2. Act Promptly if Issues Arise – Do not assume others will handle the issue; take immediate action until the problem is resolved.
3. Maintain Prompt Communication – Stay in touch with key people throughout the process to avoid delays.
4. Obtain Contact Information – Keep relevant contact details handy and provide the required information as needed.
5. Provide Complete Information – Submit all necessary details upfront to prevent follow-ups. For example, include labels along with Amazon shipment details to ensure they have everything they need, avoiding unnecessary back-and-forth emails.
6. Confirm and Obtain Proof – Verify that everything is in order and request proof, such as images of pasted labels or at least an email confirmation from the responsible department or person.
7. Monitor Progress Until Completion – Track the shipment until the final stage. If any issue arises, address it immediately to prevent complications.

If you have any questions regarding this process, feel free to ask.

Thank you!
Jalees