When your inventory is lost or damaged while in the fulfillment center or by a partnered carrier during delivery to a customer, during the return to the fulfillment center (or your facility for FBA Onsite sellers), or during the return to you from the Fulfilment Center, we will reimburse you the estimated amount of the item based on several factors mentioned below.
Note: for FBA Onsite sellers:
Please keep in mind that all returned products (independently of their condition) must be processed in the C-return tool, including undeliverable (e.g., the carrier was not able to deliver to the customer). With that we will evaluate the eligibility for the reimbursement. Only in cases where you receive a product different than what you sold or an empty box you should not process the return on C-Ret. Instead you must open a ticket to Seller Support explaining the situation (please include pictures of what you received).
Note: for FBA Onsite sellers: In case your product is lost by the carrier, the order will be automatically reimbursed to you in up to 52 days after the customer refund. Only if the 52 days have passed and you still have not been reimbursed you must open a ticket to Seller Support requesting the reimbursement. For damaged returns you should process them on C-Returns and if it is classified as "Carrier Damaged" you should open a ticket to Seller Support requesting the reimbursement.
We consider several factors when determining the reimbursement amount, including:
Your sales history
The average FBA selling price on Amazon
The sales history of the specific ASIN
If we do not have enough information to calculate the reimbursement amount for an item, we will assign a value to your inventory based on similar items.
If you request a re-evaluation of the reimbursement you receive, we may ask for additional information from you, such as a receipt or an invoice.
The reimbursement amount for any single item may not exceed R$19,250. For items valued at more than R$19,250, we recommend that you consider purchasing third-party insurance.
Note: We may dispose of any item that we reimburse you for under this policy.
If we determine that any reimbursement was given in error, we may reverse the credit that was applied to your account.
Important: You must submit claims for items missing from shipments sent to Amazon fulfillment centers within nine months from the items marked as lost in Seller Central. All other claims for lost or damaged inventory must be submitted within 18 months of the date of loss or damage.
Our policies prohibit any activity that would interfere with our capacity to help other sellers. Examples of such activities include submitting insufficiently researched or premature requests, or submitting high volumes of requests in a short time.
What is covered by this policy?
Items damaged while in an Amazon fulfillment center
Items misplaced within an Amazon fulfillment center
Items lost or damaged by the carriers and distributors that we use to deliver products to the customer
Note: For FBA Onsite sellers
Only the items lost or damaged by the carriers to deliver to customers or return to your warehouse are covered in the policy for FBA Onsite products. To track which returns are classified as carrier damaged, see FBA customer returns report (overview)
To request a reimbursement, access Contact Us and select FBA Onsite > Reimbursement request.
What is not covered by this policy?
FBA prohibited products
Products that don't adhere to FBA inventory requirements
Restricted products lost or damaged during removal order processing
Defective products or items lost or damaged by customers or sellers
Intimate and perishable products
Defective items that arrive at the fulfillment center damaged
Products that were sent to warehouse without a Remittance Invoice.
Always follow our FBA inventory requirements
for listing, preparing, and sending your FBA inventory to Amazon fulfillment centers.
For more information, see the Amazon Services Business Solutions Agreement.
Before reporting your items lost
If you think some of your inventory is missing, use the following tools and reports to help identify or resolve the discrepancy:
You can also check your email account for reimbursement notifications from Fulfillment by Amazon.
If you cannot resolve the discrepancy, contact Seller Support.
Inventory Adjustments report
To see a list of items for which you have been reimbursed, or reimbursements that have been reversed and the items returned to your inventory, take the following steps in the Inventory Adjustments report:
In the Reason Group drop-down list, select one of the following:
Damaged: An item is found damaged.
Found: An item is located in a bin at the fulfillment center, and Amazon's inventory management software has no record of the item being placed in that location.
Lost: An item has been misplaced.
Click Generate Report. In the Reason column, locate one of the following:
Damaged at Amazon fulfillment center: Damage to the item occurred after the item arrived at the fulfillment center.
For more information about adjustment reason codes, see Inventory adjustments.