Countries
Read only
how do you start a claim if it's fulfilled by FBA
If a customer returns a product that was purchased via FBA, and the item is damaged or returned a completely different item, how do we start a claim that's equivalent of a Safe-T Claim?
2 replies
Seller_f4a7xAPCCSMqD
For FBA returns where it is a different item, you can open a case for reimbursement here. It may say at first that it is not eligible, but there should be a link at the bottom saying I need more help with this issue. When you click on that, it will give you the option to open a case. You will need to include pictures of the return shipping label, the packing slip, the LPN sticker, and the item returned outside of any packaging.
This is the form we use:
This was an FBA order. The buyer returned a different item. The buyer purchased a XXXX but returned XXXX that we do not carry.
This was from Removal Order ID Shipment ID XXXX
the shipment tracking number is Amazon XXXX
The item originally ordered was:
SKU XXXX
ASIN XXXX
Order ID XXXX
I will provide images of the returned product and LPN sticker plus a picture of the return shipping label.
The pictures will show the returned item does not match the listing.
Bryce_Amazon
Good afternoon @Seller_XBP9NAUclKW1F,
The information provided by the previous commenter is accurate! You will want to file a claim for a reimbursement, the template provided is a great place to start.
You can file a customer return claim no sooner than 60 days and no later than 18 months after the customer refund or replacement.
Before you submit a claim you should:
- Check your Manage FBA Returns report to see if Amazon refunded or replaced the item on your FBA order.
- Check your FBA customer returns report to see if the refunded or replaced item was returned to your inventory
- Check your Reimbursements report to see if you have already been reimbursed for the lost or damaged item. To filter the results, search by the Amazon Order ID.
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. I hope this information was helpful, and I wish you the best of luck!
- Bryce
Similar Discussions
