Eligibility

For an item to be eligible under this policy, all of the following must be true:

• The item is listed at the time it is lost or damaged.
• The item complies with Fulfillment by Amazon (FBA) product requirements and restrictions, and must adhere to the guidelines provided for FBA inventory requirements.

The item is not pending disposal or was not disposed of at your request or because we have exercised a right to do so.

• The item is not defective and was not damaged by a customer.
• Your MCF account is in Active state and not under review or suspension.
• An automatic reimbursement has not already been issued for the lost or damaged goods.
• For Shipments to Amazon claims - You have sent us the exact items and quantities stated in your shipping plan.
• For Shipments to Amazon claims - The shipment status for the item is not currently marked as “canceled” or “deleted”.

You are ineligible for reimbursements if any of the following apply:

• You use MCF as a way to remove items from a fulfillment center. Instead, create a removal order. For more information, go to Remove inventory (overview).
• You use MCF as a way to fulfill any order placed on the Amazon.com website, including self-fulfilled orders, FBA orders, or any related shipments.
• An automatic reimbursement has already been issued for lost or damaged goods.

MCF fulfillment fees, including shipping charges, are not eligible to be reimbursed.

Use cases for Reimbursements

If your item is eligible under this reimbursement policy and you have not been reimbursed, you can file a reimbursement claim. The process to file a claim varies depending on what stage of the fulfillment process your item is lost or damaged. Additional eligibility criteria may apply.

• Shipments to Amazon
• Fulfillment center operations
• MCF order fulfillment
• Removals

You must follow the applicable process described in the sections linked above and provide all requested information when you file a claim. Amazon may decline your claim if you do not provide all requested information. Refer to this page for documents you need to submit for your claim to be processed.

If we determine that your reimbursement claim is valid, we will replace the lost or damaged item with a new item of the same FNSKU to your account or by crediting your account with cash reimbursement for it. If a reimbursement was made in error, or if a reimbursed item is later found and returned to your inventory, Amazon reserves the right to reverse the reimbursement credit that was applied to your account.

Important: In an effort to support all of our merchants, our policies prohibit any activity that would interfere with our capacity to help other merchants. Examples of these activities include submitting insufficiently researched or premature requests or submitting a large number of requests in a short period of time. Merchants who repeatedly engage in these activities may receive delayed support or may be subject to further account monitoring and action, if necessary.

How we calculate reimbursement value

Important: The maximum reimbursement eligibility for a single unit of any eligible item is $300.00. For items valued at more than $300.00, we recommend that you consider buying third-party insurance.

If we elect to reimburse you for claims related to Shipments to Amazon, fulfillment center operations or removals, we’ll prioritize unit reimbursements, in the absence of which we’ll do cash reimbursements, based on the cost of the eligible item, up to a maximum $300.00 for any single unit.

Amazon will determine the reimbursement values using the methods detailed below in the order in which they are listed. Amazon reserves the right to request additional documentation from merchants to verify any submitted value:

1. Amazon will reimburse you the commercial value if you provide ASIN-specific commercial values (cost of goods purchased or produced) and can provide support for those values with invoice samples.
2. If you do not provide the commercial value supported by invoice samples, or in cases involving new ASINs, you will be reimbursed at 40% of the retail price.
3. If Amazon does not know or cannot confirm the retail price of the goods, you will be reimbursed at lesser of the listing price provided by you and the estimated category average value. The estimated category average is the historical average reimbursement value of the category to which the ASIN is mapped.

For items damaged as part of inbound shipments or removals, we reserve the right to reimburse a partial amount based on the extent of damage ascertained from the proof that you share with us.

If we elect to reimburse you for an MCF order fulfillment related claim, the value of the reimbursement is based on the refund or replacement given to the customer on your MCF order, up to a maximum of $300.00 per unit. We calculate the reimbursement value as the refund amount or the estimated sale price of the replacement item on the original order with MCF fees subtracted from it. If a refund was issued, you will need to provide proof of refunded amount for the unit(s) to be reimbursed. If a replacement was issued, a valid retail invoice is required for the unit(s) to be reimbursed.

Important: If you do not agree with our valuation of a unit, you can file a claim using the Contact Us page in Supply Chain Portal within 90 days after we issue the reimbursement.

Shipment to Amazon claims

This section applies to items that are lost or damaged when you ship them to us.

Claim window

Once a shipment is shown as eligible for investigation in the Status column on the Contents tab of the Summary page in your shipping workflow, you can file a claim. You must submit your claim no later than nine months after the verified date of a shipment delivery to an Amazon fulfillment center or to a third-party facility operated on Amazon’s behalf. Claims submitted outside of this window are not eligible for reimbursement.

Before you submit a claim

• Confirm that the shipment’s contents and the number of units are the same as in the shipping plan you created.
• Check the Contents tab to get detailed information about any discrepancies between your shipping plan and what the fulfillment center received. For more information, see Reconcile your shipment.
• Check the details of previously processed reimbursements from your case log to see if you have already been reimbursed for the lost or damaged item.

Submit your claim

After reviewing and reconciling the reports above, if you still believe a lost or damaged item is eligible for reimbursement, you can file a claim. To submit a claim for lost units, use the Contents tab. To submit a claim for damaged units, open a claim through the Contact Us page.

When filing a claim for lost or damaged units, you must provide the following information and documents, and we may ask you to provide additional information:

• Amazon shipment ID: You can find the Amazon shipment ID in your Shipping Queue.

• Proof of inventory ownership: This will help identify any potential discrepancies that may have occurred. Some examples of acceptable documents are an invoice from a supplier, a receipt from another seller, or a signed packing slip if you are a manufacturer. The following information must be included in any documentation:

  • Date of purchase
  • Product names matching the lost or damaged items
  • Quantity

• Proof of delivery:

  • For less-than-truckload (LTL) or full-truckload (FTL) shipments, a proof of delivery document showing the number of boxes in the shipment and the total weight when it was picked up by the carrier. The document must be stamped by Amazon, confirming that the shipment was received and signed for at the fulfillment center. Your carrier should have a copy of this document. This information helps verify that the entire shipment was picked up by your carrier and shipped as expected.
  • For small-parcel shipments, Amazon needs the active tracking ID, which the carrier can confirm for each package shipped. If you did not use an Amazon partnered carrier and did not provide the tracking information at the time you created the shipment, you must enter it before you can be reimbursed.
• Proof of item cost: You must provide proof of the item’s purchase value or manufacturing cost, such as an invoice showing the commercial value (cost of goods purchased or produced). In the absence of this, we will estimate the cost based on 40% of the estimated sale price of the item.

Once we complete our investigation of your claim, we will confirm if it is eligible for replacement or reimbursement. In some cases, Amazon may reconcile your shipment.

Note: You may file only one claim per shipment. Additional claims for the same shipment will be declined.

Merchants who generate a high number of shipping problems affecting Amazon receiving operations may be subject to additional investigation and monitoring. These actions could result in delays to future reimbursements.

Fulfillment center operations claims

Note: The inventory reimbursement policy for the eligibility claim windows, except for shipment to Amazon claims, is 60 days.

This section applies to eligible items that are lost or damaged by an Amazon fulfillment center or a facility operated on behalf of Amazon, after we receive them from you. These lost or damaged items are reported in your Inventory Ledger report.

Claim window

You must submit your claim no later than 60 days after the date the item was reported lost or damaged in your Inventory Adjustment report. Claims submitted outside of this window are not eligible for reimbursement.

Before you submit a claim

• Check your Inventory Ledger report to confirm the date and adjustment code of the loss or damage to your items.
• Check your Manage FBA Inventory report to confirm that the lost or damaged item was not found or restored to your inventory in a sellable condition or in a damaged condition for which Amazon was not at fault (for example, the item was defective).
• Check the details of previously processed reimbursements from your case log to see if you have already been reimbursed for the lost or damaged item.

Submit your claim

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. You must provide proof of the item’s purchase value or manufacturing cost. You may be asked to provide additional information such as the date or location (for example, the Amazon fulfillment center ID) of the loss or damage to your item.

MCF order related claims

This section applies to eligible items in your MCF order that are lost, damaged in transit to the buyer, or have an incorrect item delivered. Orders that are marked as delivered by the carrier aren’t eligible for lost order reimbursement. Additionally, Late deliveries beyond the promised date aren’t eligible for any reimbursement.

Claim window

If your order isn’t delivered within 7 days after the promised delivery date or estimated delivery date, you can claim a lost reimbursement. You have up to 90 days after the estimated delivery date to submit your claim for any lost, damaged, or incorrectly delivered items on your MCF orders. Claims submitted outside of this window are not eligible for reimbursement. Reimbursement claims for MCF orders can be filed through the Contact Us page in Supply Chain Portal.

Before you submit a claim

• Check your Manage FBA Inventory report to confirm that the lost or damaged item was not found or restored to your inventory in a sellable condition or in a damaged condition for which Amazon was not at fault (for example, the item was defective).
• Check the details of previously processed reimbursements from your case log to see if you have already been reimbursed for the lost or damaged item.

Submit your claim

After reviewing and reconciling the reports above, if you still believe an item on your MCF order is eligible for reimbursement, you can file a claim through the Contact Us page in Supply Chain Portal.

Lost orders

When filing a claim for lost orders, your claim must include all of the following:

• Order ID
• Proof of the original order, such as a screenshot of your Shopify order, including all affected ASINs and corresponding quantities, as well as the buyer’s name and address
• Proof of refund or replacement provided to the buyer, including the buyer’s name and address
• Proof of refunded amount (in case of refunds) or retail invoice (in case of replacement), clearly showing the lost item(s) and quantities
• Tracking IDs for the affected shipments, if the order contained multiple shipments

Wrong, missing, or damaged orders

If any items in your order are wrong, missing, or damaged in transit to the buyer, you must provide photographic proof of the damaged item, wrong item, or, content(s) in the received package for missing items, to be eligible for reimbursement.

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

• Order IDs, ASINs, or FNSKUs of the damaged, wrong, or missing items, and quantities of each affected item
• Proof of the original non-Amazon order, such as a screenshot of your Shopify order. The order must include all ASINs and corresponding quantities, as well as the buyer’s name and address.
• Proof of refund or replacement provided to the buyer, including the buyer’s name and address.
• Proof of refunded amount (in case of refunds) or retail invoice (in case of replacement), clearly showing the item(s) under consideration for reimbursement.
• Images of the shipping box or envelope and all shipping labels

• The following information, depending on the issue:

  • For damaged items
    
    • A description of the damage
    • Images of the whole item, including clear images of the UPC, ASIN, or FNSKU barcode label
    • Images of the damage described
    • For electronics, such as TVs and printers, images of the serial and model numbers
  • For wrong items
    
    • A description of the difference
    • Images of the incorrectly received item showing the UPC, ASIN, or FNSKU barcode label, or the LPN sticker, or both, and the described difference
    • Images of the model number and serial number, if available
  • For missing items
    
    • Images of the inside of the shipping box or envelope showing the received items, if one unit of multiple units that were shipped in the package is missing
    • Images of the empty shipping box, if only one item was shipped in the box
    • Images of empty product packaging, if a product box was received without one or more of the internal contents

Removals claims

This section applies to eligible items lost or damaged by Amazon or a carrier used by Amazon while removing your inventory from a fulfillment center to your returns shipping address. The item must not have been returned to you because you violated a program policy or other terms and conditions that apply to your use of any Amazon selling service. The damage or loss must have occurred after the item left an Amazon facility. For an item damaged during removals, Amazon reserves the right to reimburse a partial amount based on the extent of damage ascertained from the proof that you share with us.

Claim window

A removal claim for items lost in transit can be submitted 15-75 days from the shipment-creation date. Claims must not be submitted before 15 days to ensure the shipment can be delivered back to you. All other removal claims must be filed within 60 days of the shipment being delivered back to you.

Before you submit a claim

• Check your Removal Order Detail report to confirm the date and status of your removal orders.
• Check your Removal Shipment Detail report for shipment status and information, including tracking IDs.
• Check the details of previously processed reimbursements from your case log to see if you have already been reimbursed for the lost or damaged item.

Submit your claim

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. When filing a claim for lost units, you must provide the following information and documents:

• Amazon removal order ID
• Shipment ID and active tracking ID or proof of delivery, which the carrier can confirm from the packing slip
• ASINs/FNSKUs and quantities affected
• LPN number
• Images of the affected units
• Images of the affected units’ product packaging
• Images of the shipping box
• Proof of item cost: You must provide proof of the item’s purchase value or manufacturing cost, such as an invoice showing the commercial value (cost of goods purchased or produced).
• Explanation as to why you disagree with Amazon’s grading of the disputed item (Amazon grading disputes only)

Fee Reimbursements

The following requirements and limitations apply to the reimbursement of fulfillment fees for MCF orders that we determine were charged using inaccurate weight or dimensions.

Amazon reimburses the fulfillment fees for MCF orders if we confirm that they were charged using inaccurate weight or dimensions. When the weight or dimensions that the merchant provides vary from our verified measurement, our measurement governs.

To be eligible for reimbursement, you must submit your request within 90 days of the date on which the fee was charged.

A product isn’t eligible for a remeasurement request if any of the following conditions apply:

• It’s already been remeasured twice in the past 60 days by our fulfillment center team.
• There are no available units for your listing in the fulfillment center.
• Your business has exceeded the monthly remeasurement request limit.

For more information, go to Understanding item package weight and dimensions.

If you’ve reviewed the weight and dimension data in a fee report and you still believe it’s inaccurate, contact us to open a research request.

After we review your request, we will notify you if you’re eligible for reimbursement.