Need assitance with FBA shipment which was sent to Amazon warehouse in Germany
Hello,
I am writing a post regarding the FBA shipment sent to Amazon warehouse in Germany.
I just want to check that everything is ok and the packages are received by Amazon employees. By our records DHL delivered those items on 27.03.24 to Amazon warehouse.
Amazon FBA Shipment ID: FBA15HWYXP2G
DHL tracking number: 6850472370
Delivered to this address:
Amazon Services BER8/IXD1
At Möllenpfuhl 2
Schönefeld, Bavaria 12529
5 boxes, including 30 boxes shipped by Amazon.
According to the DHL data, the package is shown as delivered and there is proof of delivery with signature. I asked DHL and they confirmed that it was delivered to correct address and Amazon employee signed for it.
7 days since shipment was delivered to Amazon warehouse and I don't see any updates on my seller central account regarding this shipment. I am just getting a bit stressed, because we sent quite a lot of items in total.
I would appreciate any help on this matter from forum members or moderators.
Kind regards,
Antons
Need assitance with FBA shipment which was sent to Amazon warehouse in Germany
Hello,
I am writing a post regarding the FBA shipment sent to Amazon warehouse in Germany.
I just want to check that everything is ok and the packages are received by Amazon employees. By our records DHL delivered those items on 27.03.24 to Amazon warehouse.
Amazon FBA Shipment ID: FBA15HWYXP2G
DHL tracking number: 6850472370
Delivered to this address:
Amazon Services BER8/IXD1
At Möllenpfuhl 2
Schönefeld, Bavaria 12529
5 boxes, including 30 boxes shipped by Amazon.
According to the DHL data, the package is shown as delivered and there is proof of delivery with signature. I asked DHL and they confirmed that it was delivered to correct address and Amazon employee signed for it.
7 days since shipment was delivered to Amazon warehouse and I don't see any updates on my seller central account regarding this shipment. I am just getting a bit stressed, because we sent quite a lot of items in total.
I would appreciate any help on this matter from forum members or moderators.
Kind regards,
Antons
12 Antworten
Seller_gX1r7HAdIW0i5
Moin
This warehouse is a distribution centre. Your goods are usually dispatched from there to other warehouses. Sometimes they need 2 weeks until the entire quantity is booked. You should see "Multiple destinations" in your Shipping Queue / overview: https://sellercentral.amazon.de/gp/ssof/shipping-queue.html?ref=fbacentral_nav_fba#fbashipment
I recommend that you simply observe the process for a few more days.
Kind Regards, M.
PS: I've only just realised how slow they are sometimes. We have several shipments (products) that were delivered on 17th February 2024. The deliveries were only successfully completed on 14th March 2024.
Emma_Amazon
Hello @Seller_IWghx4RYA56vi,
I am happy to hear that your FBS shipment is now processed!
About your FBA sales question: this depends on which settings you chose for Fulfilment by Amazon.
I am referring to the settings that your find by clicking on settings in the upper right corner > Fulfilment by Amazon.
Under Multi-Country Inventory Terms and Conditions you can find the following:
"All your inventory that is stored throughout Amazon European fulfilment centres is considered as one single pool of European inventory. If you have listings in marketplaces where you do not have local inventory, we will fulfil orders remotely from your remaining European inventory pool."
If you choose in your settings to only store in DE, but still have FBA listings on the French Marketplace, this would apply.
Please be aware that eventual returns in France may be sent to a Fulfilment Centre there, so make sure to monitor your FBA Inventory and to check the VAT requirements for countries you have listings in.
Best Regards,
Emma
Seller_IWghx4RYA56vi
Hi,
Hope you are well.
In my sellercentral account under section "Fulfilment by Amazon Settings" I found this subsection: "Shipping programmes and export settings" and for all the EU marketplaces, I have selected option: "disabled" and inventory storage is selected in DE only. So, I assume if client buys my product via Amazon.fr (FBA offer) it must be returned to DE warehouse, based on my settings for FBA under seller account. At least I hope it should work like that.
I do understand that " Multi-Country Inventory Terms" can increase sales and reach customers, but there is some things seller must be aware.
Also, would you be able assist me with FBA shipment? It's been 12 days since last update and 190 pieces of my shipment are still not received / or scanned into system. Would you be able to help me?
Or should I contact seller support?
Kind regards,
Antons
Emma_Amazon
Hello @Seller_IWghx4RYA56vi,
if you still have active FBA inventory in the French store, a return of a product that was bought in FR would probably still be sent to the nearest Fulfilment Centre in France. Up to you but if you don't want that, a recommendation would be to only have FBA offers for the German store.
About your question regarding the shipment: I checked the status and it still shows as "Receiving". When you open the Shipment (Menu upper left corner > Inventory > Shipments > click on the Shipment name to see all details) and open the "Shipment events" tab, you'll see this:
"Amazon will confirm the receipt of all units in your shipment on or before 19 Apr 2024. On or after this date, if there is any issue with your shipment, it will be eligible for investigation."
So if it still shows as "Receiving" then, please open a case via that same page.
Keep us updated!
Best Regards,
Emma
Seller_IWghx4RYA56vi
Hi,
I appreciate your answer.
For FBA shipment - I will wait till 19.04.24 - so hopefully rest the products will arrive till provided date and everything will be fine.
About this sentence - "Up to you but if you don't want that, a recommendation would be to only have FBA offers for the German store. "
Can you please guide me, how can I disable my FBA offers to be available on other Amazon EU marketplaces? Are those options available under "Fulfilment by Amazon" settings?
Emma_Amazon
Hi @Seller_IWghx4RYA56vi,
in order to disable your FBA offers in other marketplaces only, you should first make sure your FBA Cross Border fulfillment settings are disabled. You can check that in Settings > Fulfillment by Amazon > Cross Border fulfillment settings > List your products across Europe > Disable the option.
Once done, you should be able to close/delete the Listing when opening your FBA inventory on the respective marketplace that you don't want to sell in. So if you open the French marketplace in SellerCentral and close the FBA listings they should only be closed in FR. Just be aware about remaining stock:
"When you close or delete an FBA listing, any inventory that you have in Amazon fulfillment centers will not be returned or disposed of until you submit a removal order."
You can also check out the help page List products for Fulfillment by Amazon, there you also find info about Close a listing and Delete a listing.
I hope this helps!
Best Regards,
Emma
Seller_IWghx4RYA56vi
Hi Emma,
Hope you are doing well. So I am contacting you regarding my FBA shipment as 9 items are missing and I want to either locate them or I expect Amazon refund me the cost of the items.
I have created Seller Support case with ID: 9761380692, can you please assist me with this matter, just make sure this case reach correct department, so it can be looked into properly?
8 of those items are not available for reconciliation, I just don't understand why? I am pretty sure, that we sent all items, as our system is automated and workers need to scan each item individually, that we made a mistake from our side is quite small,
I am thinking that items were lost by Amazon via transfers or just left somewhere on the side.
Will be waiting for your reply, thanks
Emma_Amazon
Hello @Seller_IWghx4RYA56vi,
I had a look at the case and it seems it's with the correct team now and that they are looking into it since you sent more details.
Keep us updated!
Best Regards,
Emma
Need assitance with FBA shipment which was sent to Amazon warehouse in Germany
Hello,
I am writing a post regarding the FBA shipment sent to Amazon warehouse in Germany.
I just want to check that everything is ok and the packages are received by Amazon employees. By our records DHL delivered those items on 27.03.24 to Amazon warehouse.
Amazon FBA Shipment ID: FBA15HWYXP2G
DHL tracking number: 6850472370
Delivered to this address:
Amazon Services BER8/IXD1
At Möllenpfuhl 2
Schönefeld, Bavaria 12529
5 boxes, including 30 boxes shipped by Amazon.
According to the DHL data, the package is shown as delivered and there is proof of delivery with signature. I asked DHL and they confirmed that it was delivered to correct address and Amazon employee signed for it.
7 days since shipment was delivered to Amazon warehouse and I don't see any updates on my seller central account regarding this shipment. I am just getting a bit stressed, because we sent quite a lot of items in total.
I would appreciate any help on this matter from forum members or moderators.
Kind regards,
Antons
Need assitance with FBA shipment which was sent to Amazon warehouse in Germany
Hello,
I am writing a post regarding the FBA shipment sent to Amazon warehouse in Germany.
I just want to check that everything is ok and the packages are received by Amazon employees. By our records DHL delivered those items on 27.03.24 to Amazon warehouse.
Amazon FBA Shipment ID: FBA15HWYXP2G
DHL tracking number: 6850472370
Delivered to this address:
Amazon Services BER8/IXD1
At Möllenpfuhl 2
Schönefeld, Bavaria 12529
5 boxes, including 30 boxes shipped by Amazon.
According to the DHL data, the package is shown as delivered and there is proof of delivery with signature. I asked DHL and they confirmed that it was delivered to correct address and Amazon employee signed for it.
7 days since shipment was delivered to Amazon warehouse and I don't see any updates on my seller central account regarding this shipment. I am just getting a bit stressed, because we sent quite a lot of items in total.
I would appreciate any help on this matter from forum members or moderators.
Kind regards,
Antons
Need assitance with FBA shipment which was sent to Amazon warehouse in Germany
Hello,
I am writing a post regarding the FBA shipment sent to Amazon warehouse in Germany.
I just want to check that everything is ok and the packages are received by Amazon employees. By our records DHL delivered those items on 27.03.24 to Amazon warehouse.
Amazon FBA Shipment ID: FBA15HWYXP2G
DHL tracking number: 6850472370
Delivered to this address:
Amazon Services BER8/IXD1
At Möllenpfuhl 2
Schönefeld, Bavaria 12529
5 boxes, including 30 boxes shipped by Amazon.
According to the DHL data, the package is shown as delivered and there is proof of delivery with signature. I asked DHL and they confirmed that it was delivered to correct address and Amazon employee signed for it.
7 days since shipment was delivered to Amazon warehouse and I don't see any updates on my seller central account regarding this shipment. I am just getting a bit stressed, because we sent quite a lot of items in total.
I would appreciate any help on this matter from forum members or moderators.
Kind regards,
Antons
12 Antworten
12 Antworten
Seller_gX1r7HAdIW0i5
Moin
This warehouse is a distribution centre. Your goods are usually dispatched from there to other warehouses. Sometimes they need 2 weeks until the entire quantity is booked. You should see "Multiple destinations" in your Shipping Queue / overview: https://sellercentral.amazon.de/gp/ssof/shipping-queue.html?ref=fbacentral_nav_fba#fbashipment
I recommend that you simply observe the process for a few more days.
Kind Regards, M.
PS: I've only just realised how slow they are sometimes. We have several shipments (products) that were delivered on 17th February 2024. The deliveries were only successfully completed on 14th March 2024.
Emma_Amazon
Hello @Seller_IWghx4RYA56vi,
I am happy to hear that your FBS shipment is now processed!
About your FBA sales question: this depends on which settings you chose for Fulfilment by Amazon.
I am referring to the settings that your find by clicking on settings in the upper right corner > Fulfilment by Amazon.
Under Multi-Country Inventory Terms and Conditions you can find the following:
"All your inventory that is stored throughout Amazon European fulfilment centres is considered as one single pool of European inventory. If you have listings in marketplaces where you do not have local inventory, we will fulfil orders remotely from your remaining European inventory pool."
If you choose in your settings to only store in DE, but still have FBA listings on the French Marketplace, this would apply.
Please be aware that eventual returns in France may be sent to a Fulfilment Centre there, so make sure to monitor your FBA Inventory and to check the VAT requirements for countries you have listings in.
Best Regards,
Emma
Seller_IWghx4RYA56vi
Hi,
Hope you are well.
In my sellercentral account under section "Fulfilment by Amazon Settings" I found this subsection: "Shipping programmes and export settings" and for all the EU marketplaces, I have selected option: "disabled" and inventory storage is selected in DE only. So, I assume if client buys my product via Amazon.fr (FBA offer) it must be returned to DE warehouse, based on my settings for FBA under seller account. At least I hope it should work like that.
I do understand that " Multi-Country Inventory Terms" can increase sales and reach customers, but there is some things seller must be aware.
Also, would you be able assist me with FBA shipment? It's been 12 days since last update and 190 pieces of my shipment are still not received / or scanned into system. Would you be able to help me?
Or should I contact seller support?
Kind regards,
Antons
Emma_Amazon
Hello @Seller_IWghx4RYA56vi,
if you still have active FBA inventory in the French store, a return of a product that was bought in FR would probably still be sent to the nearest Fulfilment Centre in France. Up to you but if you don't want that, a recommendation would be to only have FBA offers for the German store.
About your question regarding the shipment: I checked the status and it still shows as "Receiving". When you open the Shipment (Menu upper left corner > Inventory > Shipments > click on the Shipment name to see all details) and open the "Shipment events" tab, you'll see this:
"Amazon will confirm the receipt of all units in your shipment on or before 19 Apr 2024. On or after this date, if there is any issue with your shipment, it will be eligible for investigation."
So if it still shows as "Receiving" then, please open a case via that same page.
Keep us updated!
Best Regards,
Emma
Seller_IWghx4RYA56vi
Hi,
I appreciate your answer.
For FBA shipment - I will wait till 19.04.24 - so hopefully rest the products will arrive till provided date and everything will be fine.
About this sentence - "Up to you but if you don't want that, a recommendation would be to only have FBA offers for the German store. "
Can you please guide me, how can I disable my FBA offers to be available on other Amazon EU marketplaces? Are those options available under "Fulfilment by Amazon" settings?
Emma_Amazon
Hi @Seller_IWghx4RYA56vi,
in order to disable your FBA offers in other marketplaces only, you should first make sure your FBA Cross Border fulfillment settings are disabled. You can check that in Settings > Fulfillment by Amazon > Cross Border fulfillment settings > List your products across Europe > Disable the option.
Once done, you should be able to close/delete the Listing when opening your FBA inventory on the respective marketplace that you don't want to sell in. So if you open the French marketplace in SellerCentral and close the FBA listings they should only be closed in FR. Just be aware about remaining stock:
"When you close or delete an FBA listing, any inventory that you have in Amazon fulfillment centers will not be returned or disposed of until you submit a removal order."
You can also check out the help page List products for Fulfillment by Amazon, there you also find info about Close a listing and Delete a listing.
I hope this helps!
Best Regards,
Emma
Seller_IWghx4RYA56vi
Hi Emma,
Hope you are doing well. So I am contacting you regarding my FBA shipment as 9 items are missing and I want to either locate them or I expect Amazon refund me the cost of the items.
I have created Seller Support case with ID: 9761380692, can you please assist me with this matter, just make sure this case reach correct department, so it can be looked into properly?
8 of those items are not available for reconciliation, I just don't understand why? I am pretty sure, that we sent all items, as our system is automated and workers need to scan each item individually, that we made a mistake from our side is quite small,
I am thinking that items were lost by Amazon via transfers or just left somewhere on the side.
Will be waiting for your reply, thanks
Emma_Amazon
Hello @Seller_IWghx4RYA56vi,
I had a look at the case and it seems it's with the correct team now and that they are looking into it since you sent more details.
Keep us updated!
Best Regards,
Emma
Seller_gX1r7HAdIW0i5
Moin
This warehouse is a distribution centre. Your goods are usually dispatched from there to other warehouses. Sometimes they need 2 weeks until the entire quantity is booked. You should see "Multiple destinations" in your Shipping Queue / overview: https://sellercentral.amazon.de/gp/ssof/shipping-queue.html?ref=fbacentral_nav_fba#fbashipment
I recommend that you simply observe the process for a few more days.
Kind Regards, M.
PS: I've only just realised how slow they are sometimes. We have several shipments (products) that were delivered on 17th February 2024. The deliveries were only successfully completed on 14th March 2024.
Seller_gX1r7HAdIW0i5
Moin
This warehouse is a distribution centre. Your goods are usually dispatched from there to other warehouses. Sometimes they need 2 weeks until the entire quantity is booked. You should see "Multiple destinations" in your Shipping Queue / overview: https://sellercentral.amazon.de/gp/ssof/shipping-queue.html?ref=fbacentral_nav_fba#fbashipment
I recommend that you simply observe the process for a few more days.
Kind Regards, M.
PS: I've only just realised how slow they are sometimes. We have several shipments (products) that were delivered on 17th February 2024. The deliveries were only successfully completed on 14th March 2024.
Emma_Amazon
Hello @Seller_IWghx4RYA56vi,
I am happy to hear that your FBS shipment is now processed!
About your FBA sales question: this depends on which settings you chose for Fulfilment by Amazon.
I am referring to the settings that your find by clicking on settings in the upper right corner > Fulfilment by Amazon.
Under Multi-Country Inventory Terms and Conditions you can find the following:
"All your inventory that is stored throughout Amazon European fulfilment centres is considered as one single pool of European inventory. If you have listings in marketplaces where you do not have local inventory, we will fulfil orders remotely from your remaining European inventory pool."
If you choose in your settings to only store in DE, but still have FBA listings on the French Marketplace, this would apply.
Please be aware that eventual returns in France may be sent to a Fulfilment Centre there, so make sure to monitor your FBA Inventory and to check the VAT requirements for countries you have listings in.
Best Regards,
Emma
Emma_Amazon
Hello @Seller_IWghx4RYA56vi,
I am happy to hear that your FBS shipment is now processed!
About your FBA sales question: this depends on which settings you chose for Fulfilment by Amazon.
I am referring to the settings that your find by clicking on settings in the upper right corner > Fulfilment by Amazon.
Under Multi-Country Inventory Terms and Conditions you can find the following:
"All your inventory that is stored throughout Amazon European fulfilment centres is considered as one single pool of European inventory. If you have listings in marketplaces where you do not have local inventory, we will fulfil orders remotely from your remaining European inventory pool."
If you choose in your settings to only store in DE, but still have FBA listings on the French Marketplace, this would apply.
Please be aware that eventual returns in France may be sent to a Fulfilment Centre there, so make sure to monitor your FBA Inventory and to check the VAT requirements for countries you have listings in.
Best Regards,
Emma
Seller_IWghx4RYA56vi
Hi,
Hope you are well.
In my sellercentral account under section "Fulfilment by Amazon Settings" I found this subsection: "Shipping programmes and export settings" and for all the EU marketplaces, I have selected option: "disabled" and inventory storage is selected in DE only. So, I assume if client buys my product via Amazon.fr (FBA offer) it must be returned to DE warehouse, based on my settings for FBA under seller account. At least I hope it should work like that.
I do understand that " Multi-Country Inventory Terms" can increase sales and reach customers, but there is some things seller must be aware.
Also, would you be able assist me with FBA shipment? It's been 12 days since last update and 190 pieces of my shipment are still not received / or scanned into system. Would you be able to help me?
Or should I contact seller support?
Kind regards,
Antons
Seller_IWghx4RYA56vi
Hi,
Hope you are well.
In my sellercentral account under section "Fulfilment by Amazon Settings" I found this subsection: "Shipping programmes and export settings" and for all the EU marketplaces, I have selected option: "disabled" and inventory storage is selected in DE only. So, I assume if client buys my product via Amazon.fr (FBA offer) it must be returned to DE warehouse, based on my settings for FBA under seller account. At least I hope it should work like that.
I do understand that " Multi-Country Inventory Terms" can increase sales and reach customers, but there is some things seller must be aware.
Also, would you be able assist me with FBA shipment? It's been 12 days since last update and 190 pieces of my shipment are still not received / or scanned into system. Would you be able to help me?
Or should I contact seller support?
Kind regards,
Antons
Emma_Amazon
Hello @Seller_IWghx4RYA56vi,
if you still have active FBA inventory in the French store, a return of a product that was bought in FR would probably still be sent to the nearest Fulfilment Centre in France. Up to you but if you don't want that, a recommendation would be to only have FBA offers for the German store.
About your question regarding the shipment: I checked the status and it still shows as "Receiving". When you open the Shipment (Menu upper left corner > Inventory > Shipments > click on the Shipment name to see all details) and open the "Shipment events" tab, you'll see this:
"Amazon will confirm the receipt of all units in your shipment on or before 19 Apr 2024. On or after this date, if there is any issue with your shipment, it will be eligible for investigation."
So if it still shows as "Receiving" then, please open a case via that same page.
Keep us updated!
Best Regards,
Emma
Emma_Amazon
Hello @Seller_IWghx4RYA56vi,
if you still have active FBA inventory in the French store, a return of a product that was bought in FR would probably still be sent to the nearest Fulfilment Centre in France. Up to you but if you don't want that, a recommendation would be to only have FBA offers for the German store.
About your question regarding the shipment: I checked the status and it still shows as "Receiving". When you open the Shipment (Menu upper left corner > Inventory > Shipments > click on the Shipment name to see all details) and open the "Shipment events" tab, you'll see this:
"Amazon will confirm the receipt of all units in your shipment on or before 19 Apr 2024. On or after this date, if there is any issue with your shipment, it will be eligible for investigation."
So if it still shows as "Receiving" then, please open a case via that same page.
Keep us updated!
Best Regards,
Emma
Seller_IWghx4RYA56vi
Hi,
I appreciate your answer.
For FBA shipment - I will wait till 19.04.24 - so hopefully rest the products will arrive till provided date and everything will be fine.
About this sentence - "Up to you but if you don't want that, a recommendation would be to only have FBA offers for the German store. "
Can you please guide me, how can I disable my FBA offers to be available on other Amazon EU marketplaces? Are those options available under "Fulfilment by Amazon" settings?
Seller_IWghx4RYA56vi
Hi,
I appreciate your answer.
For FBA shipment - I will wait till 19.04.24 - so hopefully rest the products will arrive till provided date and everything will be fine.
About this sentence - "Up to you but if you don't want that, a recommendation would be to only have FBA offers for the German store. "
Can you please guide me, how can I disable my FBA offers to be available on other Amazon EU marketplaces? Are those options available under "Fulfilment by Amazon" settings?
Emma_Amazon
Hi @Seller_IWghx4RYA56vi,
in order to disable your FBA offers in other marketplaces only, you should first make sure your FBA Cross Border fulfillment settings are disabled. You can check that in Settings > Fulfillment by Amazon > Cross Border fulfillment settings > List your products across Europe > Disable the option.
Once done, you should be able to close/delete the Listing when opening your FBA inventory on the respective marketplace that you don't want to sell in. So if you open the French marketplace in SellerCentral and close the FBA listings they should only be closed in FR. Just be aware about remaining stock:
"When you close or delete an FBA listing, any inventory that you have in Amazon fulfillment centers will not be returned or disposed of until you submit a removal order."
You can also check out the help page List products for Fulfillment by Amazon, there you also find info about Close a listing and Delete a listing.
I hope this helps!
Best Regards,
Emma
Emma_Amazon
Hi @Seller_IWghx4RYA56vi,
in order to disable your FBA offers in other marketplaces only, you should first make sure your FBA Cross Border fulfillment settings are disabled. You can check that in Settings > Fulfillment by Amazon > Cross Border fulfillment settings > List your products across Europe > Disable the option.
Once done, you should be able to close/delete the Listing when opening your FBA inventory on the respective marketplace that you don't want to sell in. So if you open the French marketplace in SellerCentral and close the FBA listings they should only be closed in FR. Just be aware about remaining stock:
"When you close or delete an FBA listing, any inventory that you have in Amazon fulfillment centers will not be returned or disposed of until you submit a removal order."
You can also check out the help page List products for Fulfillment by Amazon, there you also find info about Close a listing and Delete a listing.
I hope this helps!
Best Regards,
Emma
Seller_IWghx4RYA56vi
Hi Emma,
Hope you are doing well. So I am contacting you regarding my FBA shipment as 9 items are missing and I want to either locate them or I expect Amazon refund me the cost of the items.
I have created Seller Support case with ID: 9761380692, can you please assist me with this matter, just make sure this case reach correct department, so it can be looked into properly?
8 of those items are not available for reconciliation, I just don't understand why? I am pretty sure, that we sent all items, as our system is automated and workers need to scan each item individually, that we made a mistake from our side is quite small,
I am thinking that items were lost by Amazon via transfers or just left somewhere on the side.
Will be waiting for your reply, thanks
Seller_IWghx4RYA56vi
Hi Emma,
Hope you are doing well. So I am contacting you regarding my FBA shipment as 9 items are missing and I want to either locate them or I expect Amazon refund me the cost of the items.
I have created Seller Support case with ID: 9761380692, can you please assist me with this matter, just make sure this case reach correct department, so it can be looked into properly?
8 of those items are not available for reconciliation, I just don't understand why? I am pretty sure, that we sent all items, as our system is automated and workers need to scan each item individually, that we made a mistake from our side is quite small,
I am thinking that items were lost by Amazon via transfers or just left somewhere on the side.
Will be waiting for your reply, thanks
Emma_Amazon
Hello @Seller_IWghx4RYA56vi,
I had a look at the case and it seems it's with the correct team now and that they are looking into it since you sent more details.
Keep us updated!
Best Regards,
Emma
Emma_Amazon
Hello @Seller_IWghx4RYA56vi,
I had a look at the case and it seems it's with the correct team now and that they are looking into it since you sent more details.
Keep us updated!
Best Regards,
Emma
