This page applies to items lost or damaged on your FBA customer order. Amazon must already have refunded or replaced the items on behalf of your seller account. For information about how Amazon processes refunds, replacements, and returns, see the FBA customer returns policy.
The process to file a claim varies by where in the fulfillment process your item is lost or damaged:
You can file a customer return claim no sooner than 45 days and no later than 18 months after the customer refund or replacement.
If you can prove that a customer purposely returned a wrong item or the returned package has no content, you can file a claim. Have your detailed information ready before submitting the claim. We may ask you to provide additional information about the item.
Based on the information provided, we determine whether the claim is valid. If you are eligible to receive a reimbursement for a refund, Amazon will reimburse you for all or part of the refund amount debited from your account, minus FBA fees.
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.
Enter the customer order ID in the following tool to check your eligibility and file a claim. We may ask you to provide additional details about the item.