Many Amazon sellers have experienced the frustration of preparing inventory, shipping it overseas to FBA warehouses, only to discover discrepancies upon arrival. This common issue can lead to significant financial losses if not properly addressed. Understanding the correct claims process can help sellers recover these losses effectively.
Identifying Responsibility: Carrier or Amazon?
When items are missing from shipments, there are typically two possible scenarios:
- Carrier responsibility: If the shipping provider lost items during transit, sellers should immediately contact the carrier to request compensation. Maintain all shipping documentation for evidence.
- Amazon responsibility: If the discrepancy occurred during Amazon's receiving process, sellers can initiate a claim directly with Amazon.
Essential Documentation for Claims
To file a successful claim with Amazon, sellers must prepare the following key documents:
1. Proof of Purchase
The required documentation varies depending on whether you're a distributor or manufacturer:
For distributors: Provide original invoices (not pro forma invoices) containing:
- Purchase date
- Name of missing products
- Purchased quantity
- Full name and address of both seller and buyer
Note: For retroactive invoices, clearly indicate the actual purchase date with a statement like: "This invoice supplements actual purchase made on [date]."
For manufacturers: Provide signed packing slips containing:
- Packing slip date
- Shipment or order number
- Name of missing products
- Shipped quantity
- Manufacturer's signature or stamp
2. Proof of Delivery (POD)
For LTL or FTL shipments, provide bills of lading showing:
- Number of boxes and total weight at carrier pickup
- Amazon's stamp confirming receipt at fulfillment center
Step-by-Step Claims Process
With documentation prepared, follow these steps in Seller Central:
Step 1: Locate the Problem Shipment
Navigate to the Shipments page and identify the affected shipment ID.
Step 2: Review Item Information
Click the shipment name to view "Item Information" and verify missing quantities.
Step 3: Check Shipment Status
Key status indicators:
- Receiving: Amazon is still processing - wait for updates
- Needs Attention: Eligible for investigation - proceed with claim
Step 4: Upload Documents and Describe Issue
Submit prepared documents and detail the discrepancy, including specific missing items and quantities.
Step 5: Submit and Await Investigation
Amazon will review the claim and respond within their standard processing time.
Important Notes:
- Maintain clear communication with Amazon support
- Keep all shipment documentation organized
- Consider appealing unsatisfactory claim decisions
By understanding this claims process, sellers can better protect their business interests when facing FBA receiving discrepancies.