This article applies to selling in: Singapore

Amazon Easy Ship Lost and Damaged Inventory Reimbursement Policy

When using Amazon Easy Ship, you may be eligible for a reimbursement when your inventory is lost or damaged by Amazon or our carrier partner during delivery to a customer in accordance with this policy.

Note: All decisions about reimbursement shall be undertaken by Amazon at its sole discretion and according to the Amazon Easy Ship Service Terms and its associated Program Policies.

You can request reimbursement from Amazon for your products that are lost or damaged by Amazon or our carrier partners during delivery to customers. For items lost by Amazon or our carrier partners during delivery to customers, we will reimburse you the estimated proceeds of the sale of that same item. For items damaged by Amazon or our carrier partners during delivery to customers, we will reimburse you 40% of the list price paid by the customer for the relevant item. The reimbursement amount for any single item will not exceed S$2,000. For items valued at more than S$2,000, we recommend that you consider purchasing third-party insurance.

Note:
  • We may dispose of any item that we reimburse you for under this policy, including by selling it, in accordance with the Amazon Easy Ship Service Terms.
  • Amazon will not reimburse you for returned shipments, including rejected or undeliverable items. In addition, Amazon will not reimburse you if you were not available when the parcels are returned or you refuse to accept the returned items.

Reimbursement reversal

If we previously reimbursed you for lost inventory that is subsequently found, or if we determine that any reimbursement was given in error, we can reverse the credit that was applied to your account.

Limitations

Important: All claims for lost or damaged inventory must be submitted within 90 days of the last scan event from us or the carrier partner.

Our policies prohibit any activity that would interfere with our capacity to help other sellers. Examples of such activities include submitting insufficiently researched or premature requests.

What is covered by this policy?

Items lost or damaged by Amazon or the carrier partners that we use to deliver products to the customer as part of the Amazon Easy Ship service.

What is not covered by this policy?

  • Products listed on the Amazon Easy Ship Product Restrictions.
  • Defective products or items lost or damaged by customers or sellers.
  • Expired items.
  • Items that were defective prior to pick up.
  • Items that were damaged during shipment due to inadequate packaging.
Important: Always follow our Packaging guidelines when you pack your Amazon Easy Ship consignments to avoid damage in transit.

How to report a lost item?

If you think some of your inventory is lost, go to Manage Orders and search for your inventory by order ID and check for status. Check if the status does not show Delivered.

How to request a reimbursement?


  1. Go to Amazon Selling Partner Support.
  2. Open a case and provide the Contact Reason as Reimbursement for an Amazon Easy Ship lost/damaged package.
  3. Describe your issue in Please describe the issue. Ensure that you include the order ID as well as the package tracking number of the order in question.
  4. Upload any supporting documents as part of your request.
  5. Fill any other required information and click Send.
  6. Amazon Selling Partner Support will be in touch with you if we need any additional information, and keep you updated on the status of your request.

We recommend that you provide the information in the below reimbursement matrix to ensure a prompt review of your reimbursement request(s):

Documentation Checklist Lost Package Damaged Package
Order ID Yes Yes
ASIN Yes Yes
Quantity Yes Yes
TRACKING NUMBER Yes Yes
IMAGE OF THE ITEM RECEIVED BY YOU -- Yes
IMAGE OF THE DAMAGE TO THE ITEM/PRODUCT BOX -- Yes
IMAGE OF THE DAMAGE/TAMPER TO THE SHIPPING BOX -- Yes
DESCRIPTION OF PROBLEM/DAMAGE -- Yes

How to respond to a request for more information?

Whenever you submit a reimbursement request, you will be able to follow your case in Seller Central. If you have been asked by the Selling Partner Support associate to provide any additional supporting documents for your request, provide such information within three business days.

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