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This article applies to selling in: Brazil

Policy on reimbursement for Delivery by Amazon packages

For losses incurred because of using the Delivery by Amazon Services, in accordance with and as specified by the Delivery by Amazon Terms and Conditions, you may be eligible for a reimbursement.

Note: All decisions about reimbursement shall be undertaken by Amazon at its sole discretion and according to the Delivery by Amazon Service Terms and Conditions and its associated program policies. Amazon's decision shall be full and final and binding on you, the seller.
Note: As per Amazon's Merchant Fulfilled Network (MFN) policy, seller is accountable for handling customer contacts and refunds (including customer shipping charges, which will be returned to you through reimbursement request). In case you need more information about the shipment before issuing a customer refund, open a request with Amazon Seller Support. For losses incurred by the use of Delivery By Amazon Services, you may be eligible for a reimbursement. In those cases, Amazon may also issue the customer refund on your behalf.

How to request a reimbursement

  1. Go to contact Amazon Seller Support from within Seller Central
  2. Open a case and provide the Contact Reason as "Reimbursement for a Delivery by Amazon package"
  3. Fill in your inputs on the Please describe the issue field. Make sure to include the order ID of the order in question as well as the package tracking number.
  4. Upload any supporting documents as part of your request.
  5. Fill any other required information and click Send button.
  6. Once the request has been submitted, you will receive an email notification. Any future correspondence should be taken by responding to the same case.
  7. Amazon Seller Support will be in touch with you if we need any additional information and to keep you updated on the status of your request.

How to view any reimbursements issued

All reimbursements will appear as Others, separated by payment method, in the Payments section under the Reports tab.

How to respond to a request for more information

Whenever you submit a reimbursement request, you will be able to follow your case in Seller Central. If you have been asked by the associate to provide any additional supporting documents for your request, you need to reply within three (3) business days.

Our Policy

You can request reimbursement from Amazon for your products that are lost or damaged by Amazon during onward transit. Amazon, in its sole discretion, may reimburse you based on the item price in the order less any applicable fees (such as referral fees and the Delivery By Amazon fee, which are charged for any successful delivery) and the residual value of the product (if any). For products costing under R$79, you can also request reimbursement for customer shipping charges refunded to customers.

You agree that any reimbursement issued constitutes full and final settlement from Amazon and any of its affiliates or subcontractors in relation to the relevant reimbursement request(s).

  • All requests must be initiated within 60 days of the last scan or event from the carrier – requests initiated beyond this point will not be considered for reimbursement.
  • In certain cases where an item is declared as "Undeliverable" by Amazon/Logistic Service Provider (LSP), we may proactively reimburse you on a periodic basis for the value of the Easy Ship shipment fees charged for the provision of services according to the Delivery by Amazon Terms and Conditions. You may not request reimbursement separately for such cases.
  • The timelines set out above are applicable only for packages shipped through Delivery By Amazon. In the case that you have a 'self-ship' package, no reimbursement request must be filed.

Additional guidelines

  1. If you file a fraudulent reimbursement request or misuse or abuse our policy in any form or manner, Amazon reserves the right to reject any or all the outstanding reimbursement requests made by you, recover any amounts already reimbursed (in respect of any previous requests), suspend you from selling on Amazon and take any or all such action under the Amazon Services Business Solutions Agreement and/or as may be permitted under applicable law.
  2. You are required to ensure that the products ordered by the customer are packaged such that transit damage may be avoided. Amazon will not be liable to compensate you for the shipments damaged during the onward transit if the damage occurred on account of poor or insufficient packaging. Please refer to the packaging guidelines for packages to be shipped using the Delivery by Amazon service.
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