Where to find it
In the app, open the account and go to Returns → Claims and reimbursements. At the top, click Spreadsheet for Amazon Support. The file is an XLSX (opens in Excel or Google Sheets) and pulls together everything EcomVision has stored for the account, regardless of the period selected on screen. Nothing is sent to Amazon: the spreadsheet is just for you to review and use.
The six tabs
The first tab, Summary, shows the count and estimated value of each type, the deadlines from Amazon's policy, and anything that couldn't be checked due to missing data. Then there's one tab per claim type:
| Tab | What's included |
|---|---|
| 1. Refund without return | The buyer was refunded, but the item never came back to your inventory. |
| 2. Lost or damaged in the warehouse | Units lost or damaged inside an Amazon fulfillment center that haven't been found or reimbursed yet. |
| 3. Shipment received short | You sent more units than Amazon recorded as received. |
| 4. Damaged return | The returned item arrived damaged because of the carrier or the warehouse. |
| 5. Incomplete removal | You requested a removal of units from Amazon's inventory and received fewer than ordered. |
| 6. Overcharged fulfillment fee | The Amazon (FBA) fulfillment fee charged was higher than the rate table for the product's weight and dimensions. Currently available only for Amazon Brazil accounts and for products with weight and dimensions on file. |
What each row includes
- Product identification: ASIN (Amazon's product code), SKU (your code), and FNSKU (Amazon's fulfillment label code).
- Claim identification: order or shipment number, date, fulfillment center, and the returned unit's label (LPN, the code Amazon assigns to each return).
- Reason and condition reported by Amazon, and the quantity.
- Estimated amount and where it came from, plus any reimbursement Amazon has already paid for the same case.
- Deadline to open the case.
- Ready-to-paste case text: in English for US accounts and in Portuguese for Brazil accounts. The whole spreadsheet comes out in the account's language.
The amount is an estimate. Amazon decides whether the case qualifies for reimbursement, and for how much.
What Amazon's policy says
Amazon's FBA inventory reimbursement policy sets the rules the spreadsheet follows:
- Deadlines: for most items lost or damaged in the fulfillment center, 60 days from the date the loss or damage was reported. Shipment-to-Amazon claims and customer return claims have their own windows, described in the policy.
- Amount: the reimbursement is the item's value minus Amazon's referral fee and FBA fulfillment fee, which aren't refunded.
- Cap: up to the per-unit maximum set in the policy.
- Not covered: items damaged by the customer or the seller, expired items, and other cases listed in the policy.
The same policy asks you not to submit claims without research, too early, or in large batches all at once. So review each row before opening the case.
Action plan
- Download: generate the spreadsheet and start with the Summary tab.
- Prioritize by deadline: sort each tab by deadline and handle what expires first.
- Review: check that Amazon hasn't already paid the case and that it falls within the policy.
- Open the case: in Seller Central, open a Seller Support case and paste the row's ready-made text. Write down the case ID.
