A comprehensive guide to Amazon FBA cargo loss and claims handling

In the process of using Amazon FBA services, merchants often encounter problems with goods being lost or damaged. In such cases, merchants can file a claim with the platform in accordance with Amazon’s policies to make up for the economic losses caused by the platform’s errors. This article will elaborate on the relevant claims process and suggestions for handling lost goods to help merchants effectively deal with this challenge.

Amazon FBA claims policy overview

According to Amazon’s compensation policy, if your goods are lost or damaged during Fulfillment by Amazon (FBA), the platform will replace them with new goods of the same FNSKU or provide corresponding compensation. The following conditions need to be met to receive compensation:

1. Register items with Amazon Fulfillment when they are lost or damaged.
2. Items comply with FBA product requirements and restrictions, as well as inventory requirements.
3. The goods sent and their quantity are exactly the same as the warehouse receipt.
4. The cargo status is not awaiting disposal or has been abandoned without request.
5. The goods are free from defects and have not been damaged by the buyer.
6. The sales account was in a healthy state when the claim was made.

It is worth noting that Amazon FBA does not compensate for damages caused by buyers’ returns.

Compensation Calculation Standard

When calculating the amount of compensation, you can refer to the following four price indicators:

1. The current market price of the item on Amazon.
2. The average price at which this product was sold in the last 90 days.
3. The average market price of similar items on Amazon.
4. The average price of the same product from other merchants in the last 365 days.

Processing steps for lost goods

When dealing with lost Amazon shipments, merchants need to take the following steps:

1. Contact Amazon Customer Support: Report a lost shipment immediately and the Amazon customer service team will provide guidance and assistance.

2. Provide necessary information: Provide customer service with detailed information, including the order number, tracking number, description of the goods, and the specific circumstances of the loss, which can help speed up the investigation.

3. Track logistics information: Track the status of the goods through the Amazon platform or the logistics service provider’s website to learn about the latest situation and whether there are any abnormalities or misdelivery.

4. Contact the logistics company directly: If the loss occurs at the logistics company stage, you can contact the logistics company to verify the information and apply for a claim.

5. File an Amazon Fulfillment Claim: If goods are lost in the Amazon Fulfillment service, you can file a claim in accordance with its policies and provide relevant documents such as proof of purchase, shipping documents and photos.

6. Application for insurance claim: If you have purchased cargo transportation insurance, you can file a claim with the insurance company. You may need to submit documents such as the value of the goods and proof of loss.

7. Optimize logistics processes: Evaluate and optimize cross-border logistics processes to reduce the risk of futuras loss. Specific measures can include using reliable logistics service providers, regularly tracking logistics status, using safe packaging, etc.

Conclusion

In order to effectively respond to lost or damaged goods, merchants need to be familiar with Amazon’s claims policy and processing procedures. Communicating with Amazon customer support in a timely manner and keeping detailed logistics information records will greatly increase the likelihood of a successful claim. By proactively taking measures, merchants can effectively prevent possible future losses and ensure normal business operations.