Overview

When a customer returns an item fulfilled through Fulfillment by Amazon (FBA), there are situations where your inventory may be lost or damaged during the return process. Amazon's FBA inventory reimbursement policy for customer return claims outlines when and how sellers can request compensation for these losses. Understanding this policy is essential for protecting your margins and ensuring you recover the value of inventory that Amazon has mishandled.

Key Points / What Sellers Need to Know

• Eligibility depends on where the loss occurred — The claim process differs based on whether the item was lost or damaged during the customer shipment, at the fulfillment center during return processing, or while in Amazon's possession after the return was received.
• Amazon may automatically reimburse you — In many cases, Amazon proactively identifies lost or damaged return inventory and issues reimbursements without requiring a manual claim. However, automatic reimbursements do not catch every case.
• Claim windows are time-limited — Sellers must file reimbursement claims within specific timeframes. For customer return claims, the window typically ranges from 60 to 120 days depending on the claim type, so timely action is critical.
• Refund and replacement must already be processed — Amazon will only consider a reimbursement claim if the customer has already been refunded or received a replacement on your behalf. You cannot file a claim for items still in active return processing.
• Documentation strengthens your claim — Having purchase invoices, product images, and shipment records readily available can help support your claim if Amazon requests additional verification.

How the Claim Process Works

The reimbursement process for customer return claims follows a structured path within Seller Central. When a customer initiates a return, Amazon handles the logistics of receiving the item back at their fulfillment center. If the returned item is lost in transit, arrives damaged, or is never actually returned by the customer despite a refund being issued, sellers may be eligible for reimbursement. To file a claim, sellers navigate to the Reimbursements section within Seller Central and submit the relevant order and shipment details. Amazon then investigates the claim, cross-referencing their internal tracking data with the seller's submission. The investigation typically concludes within a few business days, though complex cases may take longer.