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This article applies to selling in: United States

FBA inventory reimbursement policy: Customer return claims

This page applies to items lost or damaged on your FBA customer order. Amazon must already have refunded or replaced the items on behalf of your seller account. For information about how Amazon processes refunds, replacements, and returns, see the FBA customer returns policy.

The process to a file a claim varies by where in the fulfillment process your item is lost or damaged:

Claim window

You can file a customer return claim no sooner than 45 days and no later than 18 months after the customer refund or replacement.

Before you submit a claim

  • Check your Manage FBA Returns report to see if Amazon refunded or replaced the item on your FBA order.
  • Check your FBA customer returns report to see if the refunded or replaced item was returned to your inventory
  • Check your Reimbursements report to see if you have already been reimbursed for the lost or damaged item. Search by the Amazon Order ID 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.

Enter the customer order ID in the following tool to check your eligibility and file a claim. We may ask you to provide additional details about the item.

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