Missing Removal Order Items – Seeking Advice

In March, an automated removal order for 348 small items (headphones and earbuds) was created. So far, only 169 have been recovered. Most were shipped via HAQM Logistics, with a few via UPS.

The issue was compounded by an outdated return address (our old warehouse, now vacant). Our current warehouse team has worked with the landlord and neighbouring businesses to retrieve what they could, which accounts for the 169 items received.

That leaves 179 items unaccounted for, worth $1,368.35. I’ve opened two Seller Support cases, but responses have been inconsistent. I keep being told that HAQM’s system marks the items as delivered—but they won’t provide proof of delivery (POD), even though I’ve repeatedly asked for the recipient's name and a copy of their signature.

UPS shows some deliveries were signed for by someone named Maynard, but no one by that name is known to us.

It’s my understanding that POD is standard for any logistics provider. If HAQM won’t provide the name and signature, that implies they’re accepting the items are lost while in their care—and HAQM should be liable for reimbursement.

I’ve formally requested escalation and detailed PODs by shipment and tracking ID, but still no resolution.

Has anyone experienced something similar? Any advice on how to get HAQM to provide the necessary information or accept liability?