How to File a Claim with Amazon
What is File a Claim with Amazon?
Filing a Claim with Amazon is a process that protects sellers who use the Fulfillment by Amazon (FBA) service. This service allows sellers to store their products in Amazon's warehouses and let Amazon handle the shipping and delivery. Sometimes, things can go wrong, and the products can get lost or damaged while they are in Amazon's custody or during transit. In such cases, Amazon will replace that with a new item of the same FNSKU (Fulfillment Network Stock Keeping Unit) or Amazon will reimburse you for it. This way, the seller does not lose money.
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Why do we File a Claim with Amazon?
We file a claim with Amazon for various reasons, primarily to seek reimbursement or resolution for issues encountered during the fulfillment process. These issues can include lost or damaged inventory, differences in returns, or disputes regarding product grading. By claiming Amazon reimbursement, sellers protect their profits, ensure fair treatment under Amazon's guidelines, and maintain accurate inventory records. Additionally, when you file a claim with Amazon it helps sellers comply with Amazon's policies and demonstrates their commitment to responsible selling practices.
Scenarios Where You May Need to File a Claim with Amazon
Shipment to Amazon Claims
The items that are lost or damaged when sellers ship them to Amazon.
Shipment error is a problem that happens when sellers send their products to Amazon's warehouses. The products can get lost or damaged on the way. If this happens, the sellers can file a claim with Amazon. Amazon will pay the sellers for the products.
Customer Return Claims
Customer return claims involve items lost or damaged during FBA customer orders. If Amazon has already refunded or replaced the items, they may charge the customer and reimburse the seller if the item isn't returned within 60 days. If returned within 60 days, the item's condition determines the next steps. If sellable, it's returned to inventory; if unsellable and Amazon is at fault, the seller is reimbursed, and the item isn't restocked.
Fulfillment Center Operations Claim
When products get lost or damaged in the warehouses or by the facility operated on behalf of Amazon, the sellers can file a Claim with Amazon. Amazon will reimburse the seller.
Removals Claims
Removal claims are for situations when you want to take back your products from Amazon's warehouses. You can request Amazon to send your products to your address. However, sometimes your products can get lost or damaged on the way. If this happens, you can file a claim with Amazon. Amazon will pay you for the value of your products. But you can only do this if you follow all the terms and conditions that Amazon has for selling. Also, the damage or loss must have occurred after the item left an Amazon facility.
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How to File a Claim with Amazon
To file a claim with Amazon, ensure your item meets eligibility criteria and hasn't been reimbursed yet. The process differs based on where your item was lost or damaged during fulfillment. Simply adhere to their guidelines by submitting essential details about the incident. This streamlined process enables you to seek reimbursement for eligible losses incurred during fulfillment, ensuring fair treatment and resolution. By following Amazon's clear instructions, you can address any issues encountered effectively and seek the necessary support.
Steps to File Amazon Reimbursement Claim
Filing a claim for Amazon reimbursement varies depending on the specific scenario for each claim, such as for lost shipments, fulfillment center operations, customer returns, or removals, which has its distinct process. This ensures that you properly address the issue and increase the chances of receiving Amazon reimbursement for any eligible losses incurred during the fulfillment process.
For various scenarios outlined, Amazon provides specific guidelines for filing reimbursement claim tailored to each circumstance, ensuring a clear and structured approach to address sellers' needs.
Shipment to Amazon Claims
Once a shipment is shown as eligible for investigation in the Status column on the Contents tab of the Summary page in your shipping workflow, you can file a claim with Amazon. Submit your claim within 9 months of the verified delivery date to an Amazon fulfillment center or a third-party facility operated on Amazon’s behalf.
Before submitting a claim
- Confirm shipment contents match your shipping plan.
- Check the Contents tab for differences.
- Review the reimbursement report to see if you have already been reimbursed.
Submit your claim
- Verify shipment details and reconcile reports.
- For lost units, use the Contents tab; for damaged units, contact Seller Central.
- Provide the necessary documentation, including the Amazon shipment ID, proof of inventory ownership, and proof of delivery, for LTL/FTL shipments, provide a stamped proof of delivery.
- For small-parcel shipments, include an active tracking ID.
- Await investigation outcome for eligibility of replacement or reimbursement.
- Note: You may file only one claim per shipment. Additional claims for the same shipment will be declined.
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Fulfillment Center Operations Claim
Submit the claim within 18 months of the item's loss or damage.
Before you submit a claim
- Check Inventory Ledger > Detailed view > Event type = Adjustments, to know the date and adjustment code of the loss or damage details.
- Confirm item not found/restored in Manage Amazon FBA Inventory.
- Review the reimbursement report to see if you have already been reimbursed using the FNSKU filter.
Submit your claim
After reviewing and reconciling the reports above, you can file a claim with Amazon if you still believe a lost or damaged item is eligible for Amazon reimbursement.
You may be asked to provide additional information such as the date or location (for example, the Amazon fulfillment center ID) of the loss or damage to your item.
- For damaged items, enter the transaction item ID.
- For lost items, enter the FNSKU.
Customer Return Claims
You can initiate a customer return claim between 60 days and 18 months after the customer's refund or replacement.
Before you submit a claim
- Review your Manage FBA Returns to see if Amazon refunded or replaced the item.
- Check FBA customer returns for item status.
- Review the reimbursement report to see if you have already been reimbursed using the Amazon Order ID filter.
Submit your claim
After reviewing and reconciling the reports above, if you still believe a lost or damaged item is eligible for Amazon reimbursement, you can file a claim with Amazon.
- Use customer order ID.
- Additional details may be required.
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Removals Claims
For items lost in transit, file a claim with Amazon at least 14 days after the last confirmed movement. For damaged items, file immediately. All claims for items lost or damaged in transit must be filed within 18 months of the date the item was removed from the Amazon fulfillment network. For grading disputes, file within 30 days of return order delivery.
Before you submit a claim
- Review the Removal Order Detail for dates/status.
- Check the Removal Shipment Detail report for shipment status and information, including tracking IDs.
- Review the reimbursement report to see if you have already been reimbursed using the FNSKU filter.
Submit your Claim
After reviewing and reconciling the reports above, if you still believe a lost or damaged item is eligible for Amazon reimbursement, you can file a claim with Amazon.
When filing a claim for lost units, you must provide the following information and documents
- Review reports.
- Provide the required information for lost units, including the removal order ID, shipment ID or proof of delivery, ASINs/FNSKUs and quantities, LPN number, images of affected units, and packaging.
- Give an explanation as to why you disagree with Amazon's grading of the disputed item (Amazon grading disputes only)
- Use removal order ID.
- Additional info may be requested.
Claims filed outside this window are not eligible for Amazon reimbursement.
Claim Window
| Reimbursement Category | Period |
|---|---|
Shipment to Amazon Claims | Within 9 months of the verified delivery date |
Fulfillment Center Operations Claim | Within 18 months of the item's loss or damage |
Customer Return Claims | Not less than 60 days and not more than 18 months after the customer’s refund or replacement. |
Removals Claims | 14 days after the last confirmed movement |
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Challenges Faced by Amazon Sellers in Claiming Amazon Reimbursement
Common Reasons for Denied Amazon Reimbursement Claims
Incomplete Documentation
Failure to provide all required documentation, such as proof of inventory ownership, proof of delivery, or transaction item IDs, can result in the denial of reimbursement claim.
Missed Claim Windows
Claims filed outside of the designated claim windows for each reimbursement category may be denied. It's essential to adhere to the specified timeframes to ensure eligibility for Amazon reimbursement.
Difference in Inventory Records
If there are differences between your inventory records and Amazon's records, your reimbursement claim may be denied. It's crucial to maintain accurate inventory records to support your Amazon reimbursement claims.
Failure to Meet Eligibility Criteria
Reimbursement claims must meet specific eligibility criteria outlined by Amazon. If your claim does not meet these criteria, it may be denied. Ensure that your claim complies with Amazon's guidelines before submission.
Disputes Regarding Item Condition
If there are disputes regarding the condition of the lost or damaged item, your reimbursement claim may be denied. Ensure that you accurately document the item's condition and provide any relevant information to support your Amazon reimbursement claim.
Non-compliance with Amazon Policies
Claims that do not comply with Amazon's policies and guidelines may be denied. Ensure you familiarize yourself with Amazon reimbursement policy and adhere to them when filing claims to avoid denial.
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Benefits of Claiming Amazon Reimbursement
Protecting Your Profits
As a seller, your primary goal is to maximize profits. When inventory is lost, damaged, destroyed, or incorrectly handled by Amazon, it directly impacts your bottom line. Amazon Reimbursement ensures that you are compensated for these losses, helping you maintain your profitability.
Fair Treatment
Amazon has policies in place to reimburse sellers for various situations, such as damaged or lost inventory. By claiming Amazon reimbursement, you ensure that you're treated fairly and under Amazon's guidelines. It's your right as a seller to receive compensation for any losses incurred due to Amazon's actions or errors.
Maintaining Inventory Accuracy
Accurate inventory management is crucial for running a successful Amazon business. When items are lost, it can skew your inventory counts and lead to inaccuracies in your listings. Amazon reimbursement helps reconcile these differences and ensures that your inventory records remain accurate.
Compliance with Amazon Policies
Amazon expects sellers to adhere to its policies and guidelines, including those related to reimbursement. Failing to claim reimbursement for eligible situations could result in lost profitability. By staying proactive and filing a claim on Amazon, when necessary, you demonstrate your commitment to compliance and responsible selling practices.
