If an item you send to us as part of the Fulfilment by Amazon (FBA) service is lost or damaged at a facility or by a carrier operated by Amazon or on behalf of Amazon, we will replace that item with a new item of the same FNSKU or we will reimburse you for it.
For an item to be eligible under this policy, all of the following must be true:
If your item is eligible under this policy and we haven’t already reimbursed you, you can file a reimbursement claim. The process to a file a claim varies depending on where in the fulfilment process your item is lost or damaged.
If we determine that your reimbursement claim is valid, we will replace the lost or damaged item with a new item of the same FNSKU or we will reimburse you for it.
If a reimbursement was made in error, or if a reimbursed item is later found and returned to your inventory, Amazon reserves the right to reverse the reimbursement credit that was applied to your account.
We may dispose of any item that we reimburse you for under this policy, including selling it. As a result, such items – including lost items that are found after reimbursement – may be listed for sale on Amazon Warehouse or other channels.
Because item prices tend to fluctuate over time and may vary widely from seller to seller, we compare several price indicators to determine an estimated sale price for the item when calculating the reimbursement amount. The price indicators that we compare are:
If we don’t have enough information to calculate the estimated sale price of a unit using the price indicators described above, we will assign an estimated sale price based on the price of a comparable product. We may ask you for additional information or documentation to help us determine that value.
If we elect to reimburse you for a removal claim, we will reimburse you for the estimated proceeds of the sale of that item, unless the item was in an unsellable condition when removed from the Amazon fulfilment network. For unsellable removal items, Amazon will reimburse you at a valuation consistent with the estimated proceeds of the discounted sale of the unit. We may ask you for additional information or documentation to help us determine that discounted value.
If we elect to reimburse you for a customer return claim, the value of the reimbursement is based on the refund or replacement given to the customer on your FBA order. If Amazon refunded or replaced an item on your FBA order, we calculate the reimbursement value as the refund amount or the price of the replacement item on the original order minus applicable fees and VAT.
If you don’t agree with the Amazon valuation of a unit, you can file a claim using the Contact Us page in Seller Central within 90 days after we issued the reimbursement.