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This article applies to selling in: Japan

Seller Fulfilled Prime reimbursement (SAFE-T) claims

Possible cases for reimbursement by Amazon

Below is a list of possible cases where you could be considered eligible for a reimbursement. These situations do not guarantee a reimbursement, and Amazon maintains sole discretion to determine what reimbursement value, if any, is issued.

You may be eligible for reimbursement if:

  • Amazon determined buyer abuse of Amazon refunds policy.
  • Item lost on return shipment when return mailing label was issued through Amazon.
  • Customer claims an item is not received but tracking record shows delivered.

With all reimbursement claims, its your responsibility to reply to information requests from Amazon investigators. Failure to provide sufficient information will result in denial of your claim.

Reimbursement values and restrictions

The replacement value for single item will not exceed ¥500,000. For items valued at more than ¥500,000, we suggest that you purchase third party insurance.

  • Reimbursements for a single item will not exceed ¥500,000.
  • You must file a reimbursement claim within 30 days of a refund notification being sent to you.
  • Chargeback claims are not covered by this policy. If you receive a chargeback claim, it is your responsibility to reply to information requests from Amazon investigators. Failure to provide sufficient information will result in your claim being denied. Please see our full chargeback policy for further details.

How to file a reimbursement claim

To request a reimbursement, start from here.


  1. Choose Get Support under Need more help?
  2. Choose Selling on Amazon. Move on to Step 3 this if menu is not available.
  3. Click Or, browse for your issue in the menu at the bottom of the section.
  4. Choose Seller Fulfilled Prime and Same-Day Delivery, then Reimbursement request. Describe your issue in the required field.
  5. In the same field, provide the Amazon Order ID for the order that your claim is regarding.
  6. Describe the details of the situation surrounding your claim, and why you should qualify for reimbursement.
  7. Choose Email for contact method.
  8. Upload as much relevant supporting information as you can to support your claim. Photos and written details may be appropriate, depending on your case.
  9. Verify that your email is correct.
  10. Submit your case.
  11. You will receive a notification when your case is being investigated, make sure to respond to any further requests from investigators.
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