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This article applies to selling in: United States

Multi-Channel Fulfillment: Reimbursement frequently asked questions

What information is required for reimbursement for damaged, wrong, or missing items in an order?

When submitting a reimbursement claim for an order that contains damaged, wrong, or missing items, you must provide the following information:

  • ASIN or FNSKU and quantities of each impacted unit
  • Proof of non-Amazon order, if applicable, including the customer’s name and address
  • Proof of refund or replacement including the customer’s name and address
  • Images of the unit or units received:
    • For damaged items, provide an image of the whole item including damage. For electronics, such as TVs and printers, include images of the serial and model numbers.
    • For wrong items, provide an image of the incorrectly received item showing the ASIN/FNSKU/LPN sticker. If available, include images of the model number and serial number.
    • For missing items, provide images of empty product packaging, images of all items received, and all unique ASIN/FNSKU/LPN stickers.
  • Images of the shipping box and all shipping labels

What information is required for reimbursement for a lost order?

When submitting a reimbursement claim for an order that was lost, you must provide the following information:

  • The ASIN or FNSKU and quantity of each impacted unit
  • Proof of non-Amazon order, if applicable, including the customer’s name and address
  • Proof of refund or replacement, including the customer’s name and address

Can I request reimbursement for an order that has been lost 90 days or more?

No. Reimbursement claims for lost orders must be submitted within 90 days of the promised delivery date to be considered for reimbursement.

How can I tell if my items have been returned to the fulfillment center?

Follow these steps:

  1. On the Manage Orders page, enter in the order ID.
  2. Click Return Status to track the status of the return.
  3. To find the warehouse your inventory arrived at, navigate to Inventory event detail.
  4. Enter the MSKU or FNSKU.
  5. Under Transaction Type, select Customer Returns.
  6. Under Event Date, select Exact dates.
  7. Set From date one day before the receive date, and To date five days after the receive date.

Note: If a returned item is in sellable condition, we’ll return it to your inventory. If an item is damaged, you can submit a reimbursement request. If Amazon processed the return, you will be reimbursed in accordance with the FBA Lost and Damaged Inventory Reimbursement Policy and the Amazon Service Business Solutions Agreement

When is an order considered to be lost?

An order is considered lost if the customer has not received their order seven days after the promised delivery date.

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