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:
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.
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.
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.
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:
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.