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:
You can file a customer return claim no sooner than 60 days and no later than 18 months 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.
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.