Many Amazon sellers face the frustrating situation where the number of items received at fulfillment centers doesn't match what was originally shipped. Missing items can impact sales and raise concerns about potential compensation. This guide provides a comprehensive approach to identifying and resolving shipment discrepancies with Amazon.
1. Identifying the Problem: Checking Shipment Discrepancies
Begin by logging into your Amazon Seller Central account and navigating to Inventory > Shipments. The shipment management page displays crucial information:
- Shipment Name: Helps identify and manage different shipments
- Creation Date: Records when the shipment was created
- Last Update: Shows when Amazon last updated the shipment information
- Destination Fulfillment Center: Specifies the receiving warehouse
- Number of SKUs: Count of different SKUs in the shipment
- Expected/Received Quantities: The key comparison - "Expected" shows what you shipped (assuming accurate records), while "Received" shows Amazon's actual count
If discrepancies exist between expected and received quantities, click "Track Shipment" for detailed information.
2. Analyzing Discrepancies: Tracking Shipments
In the "Track Shipment" section, select "Item Information" to view detailed discrepancy reports including:
- Shipment SKUs
- Product names
- Additional product details (size, weight, etc.)
- Expected/Found quantities
- Variance amounts
- Status indicators (most critical element)
Focus on the "Found Quantity" and "Status" columns to understand Amazon's handling of the discrepancy.
Found Quantity: Three Possible Scenarios
Hover over "Found Quantity" to see detailed status:
- Received: Amazon successfully received the item
- Automatically Adjusted: Amazon corrected quantities across shipments (e.g., moving items between shipments to balance counts)
- Reimbursement: Amazon confirmed lost or damaged items and will compensate (details on checking reimbursement amounts follow)
Status Indicators: Eight Possible States
- Receiving: Amazon is still processing the shipment
- Action Required: Eligible for discrepancy investigation (requires documentation)
- Inventory Ownership Proof Required: Needs supplier invoices or packing lists showing purchase date, item details, and quantities
- Delivery Proof Required: Requires carrier documentation showing box counts and weights at pickup, with Amazon's receiving stamp
- Found - No Action Needed: Amazon resolved the discrepancy
- Pending Hazardous Materials Review: Items undergoing safety compliance checks
- Investigation Complete: Amazon finalized its review
- Issue Submitted: Your investigation request is being processed
- Claim Window Expired: Must submit adjustments within 9 months of FC receipt
- Automatically Closed After 90 Days: May occur if investigation criteria weren't yet met
3. Initiating an Investigation
For shipments marked "Action Required," follow these steps after verifying:
- Your shipping records match entered quantities
- Packaging shows no signs of damage or loss
- You've gathered required documentation
Investigation process:
- Go to Seller Central Help > Contact Us
- Select "Selling on Amazon" > "Fulfillment by Amazon"
- Choose "Shipping to Amazon" > "Investigate Shipping Discrepancy"
- Enter shipment ID and submit supporting documents
4. Checking Investigation Eligibility
To verify if a shipment qualifies for investigation:
- Access Seller Central Help
- Search "Fulfillment by Amazon" > "Shipping to Amazon"
- Select "Investigate Shipping Discrepancy"
- Enter shipment ID for automatic eligibility check
5. Tracking Reimbursements
For confirmed lost/damaged items, check reimbursements via:
Method 1: Transaction View
- Navigate to Reports > Payments > Transaction View
- Filter by "Other" transaction type
- Locate "FBA Inventory Reimbursement" and click amount for details
Note: Reimbursements may cover various scenarios (warehouse loss/damage, inbound issues, customer returns, etc.) - details appear when clicking the amount.
Method 2: Date Range Reports
- Go to Reports > Payments > Date Range Reports
- Select "Transaction Detail" and set date parameters
- Download and filter for "FBA Inventory Reimbursement" fields
6. Preventive Measures: Optimizing Shipment Management
Proactive strategies to minimize discrepancies:
- Apply Amazon-compliant labels (clear, complete, securely attached)
- Double-check entered shipping quantities
- Select reliable carriers with proven track records
- Regularly review Shipment Performance Dashboard (Inventory > Shipments) for compliance alerts on labeling, quantities, etc.
Implementing these practices helps maintain accurate inventory records and protects seller interests when discrepancies occur.