This article applies to selling in: Australia

FBA lost and damaged inventory reimbursement policy

When your inventory is lost or damaged by a partnered carrier while inbound (if applicable), in an Amazon fulfilment centre, or during delivery to a customer, we may either:

  • Replace the item with one with the same FNSKU
  • Reimburse you the estimated proceeds of the sale of that same item

Reimbursement

We consider several factors when determining the reimbursement amount, including:

  • Your sales history
  • The average FBA selling price on Amazon
  • The sales history of the specific ASIN

If we do not have enough information to calculate the reimbursement amount for an item, we will assign a value to your inventory based on similar items.

If you request a re-evaluation of the reimbursement that you receive, we may ask for additional information from you, such as a receipt or an invoice.

The reimbursement amount for any single item will not exceed $6,500. For items valued at more than $6,500, we recommend that you consider purchasing third-party insurance.

Note: We may dispose of any item that we reimburse you for under this policy, including by selling it. As a result, such items—including lost items that are found after reimbursement—may be listed for sale on Amazon Warehouse Deals (if applicable) or other channels.

Reimbursement reversal

If we previously reimbursed you for lost inventory that is subsequently found, or if we determine that any reimbursement was given in error, we may replace the item with one with the same FNSKU or reverse the credit that was applied to your account.

Limitations

Important: You must submit claims for items missing from shipments sent to Amazon fulfilment centres within six months. All other claims for lost or damaged inventory must be submitted within 18 months of the date of loss or damage.

Our policies prohibit any activity that would interfere with our capacity to help other sellers. Examples of such activities include submitting insufficiently researched or premature requests, or submitting high volumes of requests in a short time.

What is covered by this policy?

  • Items damaged while in an Amazon fulfilment centre
  • Items lost within an Amazon fulfilment centre
  • Items lost or damaged by the carriers and distributors that we use to deliver products to the customer
    Important: Always follow our prep, packaging, and shipment requirements when you ship to an Amazon fulfilment centre to avoid damage in transit.
  • Items lost or damaged while being shipped to an Amazon fulfilment centre using Amazon partnered carriers (small parcel, less than truckload, and full truckload) Items lost or damaged while being shipped to an Amazon fulfilment centre using Amazon partnered carriers (if applicable) (small parcel, less than truckload, and full truckload)

What is not covered by this policy?

  • FBA prohibited products
  • Products that don’t adhere to FBA inventory requirements
  • Restricted products lost or damaged during removal order processing
  • Defective products or items lost or damaged by customers, distributors, or sellers
  • Expired items
  • Defective items that arrive at the fulfilment centre damaged
  • Small parcel items shipped using Amazon partnered carriers that are damaged due to inadequate packaging
Important: Always follow our prep, packaging, and shipment requirements when you ship to an Amazon fulfilment centre to avoid damage in transit.

For more information, see the Amazon Services Business Solutions Agreement.

Before reporting your items lost

If you think some of your inventory is lost, use the following tools and reports to help identify or resolve the discrepancy:

You can also check your email account for reimbursement notifications from Fulfilment by Amazon.

If you are unable to resolve the discrepancy, contact Seller Support.

Inventory Adjustments report

To see a list of items for which you have been reimbursed, or reimbursements that have been reversed and the items returned to your inventory, take the following steps in the Inventory Adjustments report:

  1. In the Reason group drop-down list, select one of the following:
    • Damaged: An item has been found damaged.
    • Found: An item is located in a bin at the fulfilment centre, and Amazon’s inventory management software has no record of the item being placed in that location.
    • Lost: An item has been misplaced.
  2. Click Generate report. In the Reason column, locate one of the following:
    • Damaged at Amazon fulfilment centre: Damage to the item occurred after the item arrived at the fulfilment centre.
    • Damaged by inbound carrier : Damage to the item occurred while the package was being transported by an Amazon partnered carrier.
    • Transfer from holding account: The item has been returned to your inventory.

For more information about adjustment reason codes, see Inventory adjustments.

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