FBA inventory reimbursement policy: Removals claims
This page applies to eligible items lost or damaged by Amazon or a carrier used by Amazon while removing your inventory from a fulfilment centre to your returns shipping address. The item must not have been returned to you because you violated a program policy or other terms and conditions that apply to your use of any Amazon selling service. The damage or loss must have occurred after the item left an Amazon facility.
The process to a file a claim varies by where in the fulfilment process your item is lost or damaged:
Disputing Amazon grading post customer return
If you disagree with Amazon's grading of items returned by customers as customer damaged or defective, you can file your claim according to the “Submit your claim” section below. In order to file a claim, the disputed item must have been physically returned to you by means of a removal order. The item must not have been returned to you because you violated a programme policy or other terms and conditions that apply to your use of any Amazon selling service.
Claim window
For items lost in transit to your returns shipping address, you must submit your claim no sooner than 14 days from the last confirmed movement of your removal shipment. For items damaged in transit, you may submit your claim as soon as you receive the items. 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 fulfilment network. For grading disputes, all claims must be filed within 30 days of delivery of the removal order to the return address.
Before you submit a claim
- Check your Removal Order Detail report to confirm the date and status of your removal orders.
- Check your Removal Shipment Detail report for shipment status and information, including tracking IDs.
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Check your Reimbursements report to see if you have already been reimbursed for the lost or damaged item. Search by FNSKU to filter the results.
Submit your claim
After reviewing and reconciling the reports above, if you still believe a lost or damaged item is eligible for a reimbursement, you can file a claim.
When filing a claim for lost units, you must provide the following information and documents:
- Amazon removal order ID
- Shipment ID and active tracking ID or proof of delivery, which the carrier can confirm from the packing slip
- ASINs/FNSKUs and quantities affected
- LPN number if available
- Images of the affected units
- Images of the affected units' product packaging
- Images of the shipping box
- Explanation as to why you disagree with Amazon's grading of the disputed item (Amazon grading disputes only)
Enter the removal order ID in the following tool to check your eligibility and file a claim. We may ask you to provide additional information.
