Running an Amazon FBA business is more than just a grind–it’s a strategy-driven operation where every decision counts. When inventory gets lost, damaged, or mishandled by Amazon, those aren’t just small annoyances–they’re threats to your profitability.

Filing reimbursement claims takes time, focus, and a deep understanding of Amazon’s policies, but it doesn’t have to be hard. Here’s a step-by-step guide to demystify the process and get you back what you’re rightfully owed by Amazon.

Common Reimbursable Cases

First, let’s look at possible scenarios that might warrant a reimbursement. Sellers need to constantly monitor their inventory and transaction reports to find these issues. Common discrepancies include:

• Lost Inventory: Items that have disappeared within Amazon’s warehouses.
• Damaged Inventory: Items that are damaged during storage.
• Disposed Inventory: Items that are wrongfully disposed of within Amazon’s warehouses.
• Customer Returns: Items that customers have failed to return, but were refunded for.
• Overcharged Fees: Incorrect FBA fees due to miscalculated dimensions or weights.
• Shipment Issues: Inventory lost or damaged during the shipping process to Amazon.

Step 1: Identify Eligible Claims

Log in to Seller Central and review the following areas to spot common discrepancies:

Inventory Ledger Reports

Take note of any unexpected changes in inventory levels or unexplained shortages.

• Lost Inventory: Check for events with unreconciled quantities that have Reason 'M' or '5' and Disposition 'SELLABLE' or 'WAREHOUSE_DAMAGED'
• Damaged Inventory: Check for events with unreconciled quantities that have Reason '6', '7', 'E', 'H', or 'U'
• Disposed Inventory: Check for rows that have Reason 'D' and Disposition 'SELLABLE' or 'WAREHOUSE_DAMAGED'

Shipping Queue

Check for closed shipments with received quantity less than the expected quantity.

Transaction Reports

• Orders: Look for orders that were charged higher fulfillment fees than expected.
• Refunds: Take note of all refunds issued back to your customers.

Customer Return Reports

Check for orders where customers were refunded or received replacements for orders that were never returned or had damaged items when returned.

FBA Reimbursement Report

Check if Amazon has failed to automatically reimburse you for any of the issues above.

Step 2: Gather Documentation

Collect as much relevant evidence you can to support your claim. Below is a list of documentation that pertains to each scenario.

Lost Inventory

• Affected MSKU

Damaged Inventory

• Affected Transaction ID

Disposed Inventory

• Affected Transaction ID

Customer Returns

• Affected Order ID
• Affected MSKU

Overcharged Fees

• Correct product information and expected fulfillment fees
• Affected Order ID and MSKU
• Charged fees per affected Order ID

Shipment Issues

• Proof of Inventory Ownership
• Proof of Delivery
• Shipment Tracking ID

Step 3: Submit the Claim

For Lost Inventory, Damaged Inventory, Disposed Inventory, Customer Returns, and Overcharged Fees, navigate to the ‘Help’ section in Seller Central. From there:

1. Open a New Case: Select ‘Case Log’ and fill out the form with specifics of your claim.
2. Provide Detailed Information: Clearly describe the problem and attach all gathered documentation.
3. Submit the Case: After filling out the required information and uploading the supporting documents, submit the form.

NOTE: You can also submit claims using Seller Central's widgets for each discrepancy type. Find a widget by searching for the discrepancy type on the search bar in Seller Central.

For Shipment Issues, navigate to the ‘Shipping Queue’ page in Seller Central. From there:

1. View Shipment Details: Go to the shipment detail page and head to the ‘Contents’ tab.
2. Select Actions: From the list of products, select ‘Research missing units’ for each dropdown on the ‘Status’ column.
3. Upload and Enter Required Information: Upload necessary documents and describe the problem.
4. Submit the Case: After filling out the required information and uploading the supporting documents, submit the form.

Step 4: Monitor Your Claim

Regularly check the Case Log in Seller Central to track the status of your claim. Respond promptly to any requests for additional information to expedite the process.

Step 5: Review the Outcome

Once Amazon processes your claim, review the resolution to ensure it aligns with your expectations. Confirm that the reimbursement was processed on the FBA Reimbursement Report and that you were paid on the Transaction Report. If the reimbursement amount seems incorrect or the claim is denied without sufficient reason, consider appealing the decision with additional evidence.