This policy applies to Amazon Easy Ship (AES) fees that were charged using inaccurate weight or dimensions. This policy does not apply to other fee adjustments or reimbursements.
If the weight or dimension of an AES consignment, as determined by Amazon or the applicable shipping partner, differs from that submitted by you on Seller Central for purposes of determining the AES fee, then we may charge you more than the quoted AES fee if the consignment weighs more or is larger than as submitted by you. If you have repeatedly provided incorrect information relating to the weight or dimension of consignments and failed to take the corrective actions reasonably advised to you, we may suspend or terminate your use of AES in accordance with the AES Service Terms.
As a seller using the AES service, you are responsible for providing accurate and complete weight and dimension information when scheduling pick ups for your AES orders. Inaccurate information can impact delivery times and lead to additional logistical expenses.
If you identify that the weight or dimension information used to calculate AES fees is incorrect, then you may contact Seller Support and open a request for investigation and reimbursement as outlined in the steps below.
Amazon will then investigate whether inaccurate weight or dimension information was used to calculate applicable AES fees, and adjust and reimburse the applicable AES fee(s) if we confirm the amount charged was calculated using inaccurate weight or dimensions. Amazon Seller Support will contact you if we need any additional information and to keep you updated on the status of your request.
Only file a claim for reimbursement when you can provide supporting documentation. A pattern of claims for which our investigation confirms Amazon’s measurements are accurate could cause further claims to be refused.
For each AES fee charge, you may only file one claim. Additional claims for the same fee charge will be declined.
We may request additional documentation to process your claim. Claims with insufficient documentation may be declined and closed.
Once we have completed our investigation, we will notify you whether you are eligible for reimbursement. If you disagree with the investigation’s conclusions, you can file an appeal by responding to the relevant notification.