For years now, Amazon has limited the disputing of shortage claims through the Vendor Central Dispute Management portal to one dispute per invoice. However, earlier in September, Amazon announced they were coming up with a new re-disputing process for shortage claims. This new process is finally here!
How does this new process affect deductions management?
With this new process in place, Amazon has also discontinued the email case creation form for the "Shortage Claim / Pay On Receipt" issue type under their Contact Us portal. Amazon is now expecting vendors to re-dispute any shortage claims that were initially denied before they reach out to Amazon support regarding any settlement negotiations.
Can I still create settlement cases using SupplyPike?
Yes! Our team has already rerouted our settlement feature to go through the "Statement of Open Items Submission" issue type rather than "Shortage Claims / Pay On Receipt." However, we highly recommend not submitting any new cases until those shortage claims have been re-disputed and resolved through the new process. Amazon will likely deny any cases where shortage claims haven't been disputed twice or denied twice (fully or partially).
When can I re-dispute shortage claims?
While there is no harm in waiting for our team to finish building our own re-disputing feature, vendors can certainly get a head start and re-dispute shortages directly through Vendor Central.
If your initial shortage claim dispute was only partially approved or denied, you can create a re-dispute to challenge the decision. Keep the following in mind before you create a re-dispute:
Re-disputes can only be created for partially approved or denied shortage claim disputes. You can’t re-dispute a claim that is still under review, has been fully approved, or paid.
Wait for the initial dispute review to complete before creating a re-dispute. This process can take up to 40 days.
You can include up to 10 shortage claim disputes in a single re-dispute. If you have more than 10, create multiple re-disputes. Our team at SupplyPike recommends creating 1 re-dispute per claim.
How do I submit a shortage claim re-dispute on Amazon Vendor Central?
Go to Contact Us and select the appropriate business group (if applicable).
In the Payments drop-down menu, select Shortage Claim (SC)/Pay on Receipt (POR).
On the Payments contact us page, click Create re-dispute.
On the Create new dispute page, take the following actions:
Select Marketplace
Select Vendor account
In the Select dispute type drop-down menu, choose Shortage invoice re-dispute.
Enter the dispute IDs to re-dispute. Click + to validate, then click Next.
Under Invoice, select the ASINs to dispute for each invoice. Enter the Dispute quantity and Shipped date. Click Continue.
Under Add re-dispute details, add your justification details and upload any supporting documents. Click Continue.
Review the re-dispute summary and click Submit.
You will receive a re-dispute ID number. To track the review progress, go to Payments, then select Dispute Management.