Hello Amazon Moderators and Seller Community,
We are seeking urgent support regarding a shipment discrepancy and a denied reimbursement, despite our full compliance with Amazon's policies.
Account Name: ARCOL
Marketplace: Amazon Italy
Shipment ID: FBA15JRVMJ1H
Date Delivered: 16 December 2024
Shipment Closed: 21 June 2025
After the shipment was officially closed, we identified a discrepancy. Unfortunately, Seller Central now shows the claim window as expired, which has prevented us from submitting a reimbursement request. This is despite the fact that we are still within the 60 day window from the shipment closure date, which is the timeline defined by Amazon’s own reimbursement policy.
Details of the discrepancy:
Total Units we sent: 1,800
Missing Units: 324
ASIN: B0D3HPJXXR
FNSKU: X0020QZ8D9
According to Amazon’s published reimbursement and reconciliation policy (linked below), sellers are only allowed to submit reimbursement claims once a shipment is marked as closed.
https://sellercentral-europe.amazon.com/help/hub/reference/G201214140
We followed this rule and attempted to file the reimbursement within the 60 day period after closure. However, our request was denied based on the delivery date, not the closure date. This contradicts the documented policy and leaves no valid timeframe for sellers to act.
Previously, we contacted first and we were told by support that claims must wait until shipment closure before submission. Once closed, however, the system now prevents filing by stating the time has expired based on the delivery date. This is a clear policy conflict and results in unrecoverable financial loss for sellers who are trying to follow the process properly.
Additionally, Seller Support has stated that reconciliation and appeals follow separate workflows. However, in practice, appeals cannot begin until reconciliation opens, and reconciliation does not open until the shipment is closed. These steps are clearly linked and cannot be treated independently.
We used Amazon’s partnered carrier (UPS) and submitted complete documentation, including packing lists, carrier records, and shipment details. The system still denied the claim due to reliance on the delivery date rather than closure date.
To highlight the inconsistency, we had another shipment FBA15JRVD05S, which was recently reimbursed under Case ID 11285366572 despite having a similar timeline and claim type.
We have submitted multiple cases and followed up through all standard channels. Unfortunately, the responses we received were generic, repetitive, and failed to address the core policy issue. Some cases were even closed without proper resolution.
Below are the relevant case IDs for reference:
11249514952
11245632132
11274741522
11271148062
11289022482
11309013432
We are asking for this matter to be escalated and reviewed properly, so the missing 324 units can be either reimbursed or located.
As a loyal Amazon seller and brand owner, we are simply requesting fair and consistent treatment in line with the policies that Amazon has published. We respectfully ask for assistance from an Amazon Moderator or Support Representative to help us resolve this matter.
This has created a significant financial loss for our business. Has anyone else experienced this situation? We would appreciate insights and support from the community as well.
Thank you in advance.
