FBA shipped product damaged during shipping to customer
We are using FBA. Customer sent us a photo of a badly damaged product that they had received.
Amazon sent the replacement. The original damaged product is not showing under my returns. Can someone explain why should I wait for 60 days to get reimbursed for the item obviously damaged during transit? And where can I track it if it is not under returns? I should keep this kind of damaged items records myself and contact Amazon after 60 days are up?
Thank you all for your help
0 replies
TaylorR_Amazon
Hello @Seller_bk9eqh4nLefmM, the customer has 60 days to return the product to the fulfillment center.
If a customer returns your item to a fulfillment center within 60 days of the refund, we’ll first determine the condition of the returned item. If the returned item is unsellable, we’ll determine who is responsible for the condition. If we find Amazon is responsible for an unsellable return, we’ll reimburse you and will not add the item back to your inventory.
Read more on the FBA inventory reimbursement policy: Customer return claims
For information about your replacement orders, go to your Replacements report.
After the 60 days are up,
- 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.
