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 file a claim varies based on where in the fulfillment process your item is lost or damaged:
Claim window
You can file a customer return claim no sooner than 60 days and no later than 120 days after the customer refund or replacement.
Sometimes a customer is refunded for your item, but the item isn’t returned to a fulfillment center within 60 days of the refund. When this situation occurs, in most cases we’ll charge the customer and reimburse you.
If a customer returns your item to a fulfillment center within 60 days of the refund, we’ll first determine the condition of the returned item. If the returned item is sellable, we’ll return the item to your inventory and will not reimburse you.
If the returned item is unsellable, we’ll determine who is responsible for the condition. If we find Amazon is responsible for an unsellable return, we’ll reimburse you and will not add the item back to your inventory.
- Amazon does not accept responsibility and will not reimburse you for returned items that are damaged by a customer, are subject to recall, are defective or in violation of Amazon policies, or for other similar reasons. Items that fall into these categories are added to your unfulfillable inventory when they are returned.
- Per our returns policy, there are no reimbursements for refunded items that cannot be returned by customers, unless it is for a reason for which we take responsibility.
- Amazon won’t reimburse you for any refund that you issue directly to a customer.
| Eligibility window start date | Eligibility claim window | Eligibility window end date |
| 60 days from the customer refund date | 60 days | 120 days from the customer refund date |
Before you submit a claim
Before you submit a claim, check the following information on the Inventory Defect and Reimbursement portal:
- Click the Eligible for claim tab to identify all of the customer-related defects for which you can file for a claim. You can use the Search by FNSKU or Defect type filter to narrow down your search.
- Click the In progress tab to identify all of the defects that are currently under investigation by Amazon.
- Click the Resolved tab to identify all of the defects that Amazon has resolved for you, with the resolution reason and reimbursement amount (if applicable).
Submit your claim
If customer-related defects appear on the Eligible for claim tab on the Inventory Defect and Reimbursement portal, then you can file a claim using the information that’s displayed on this tab, such as the order ID, FNSKU, and quantity. Additionally, if you don’t agree with the resolution decision on the Resolved tab of the Inventory Defect and Reimbursement portal, you can file for a claim using the information available on that tab.
Enter the customer order ID that appears on the Inventory Defect and Reimbursement portal in the following tool to check your eligibility and file a claim. We may ask you to provide additional details about the item.
