1. what is a shipment reconciliation issue? 

✔ this is when discrepancies are found between number or units shipped by the seller, and the ones reported as received by the FC.

2. what are the resources available to handle these contacts?

✔ for the seller: 'content' tab in the shipment derails page

✔ for the sps associate: check the 'content' tab and educate the seller to submit a request

✔ for both: help page: 'reconcile your shipment'

3. what can be the cause of these discrepancies?

✔ units were not shipped

✔ units are missing

✔ extra units were shipped by mistake

✔ unexpected units were shipped

✔ HAZMAT units under review


❗ in order for the shipment to eligible be for research, the seller will need to provide certain 'information' to facilitate the investigation:

✔ proof of delivery
✔ all boxes of one shipment have been received
✔ shipment eligibility date has been reached
✔ request submitted within six [eu] months of delivery