As peak season approaches, FBA sellers face increasing challenges, with lost shipments becoming a frequent issue and the claims process proving arduous. Recent discussions in cross-border e-commerce forums reveal troubling cases, including one seller who lost nearly 400 items from a 5,000-unit shipment through Amazon's international logistics network. Despite providing purchase contracts, shipping documents, and prepaid invoices, the claim was denied due to invoice date discrepancies.
Simplifying the Process: The Power of Packing Lists
Traditional claims processes often require extensive documentation like purchase contracts and invoices. However, this guide focuses on streamlining the approach by emphasizing the packing list's importance. A properly prepared packing list can serve as sufficient evidence of actual shipment details to support your claim.
Packing List Template: Seven Essential Elements
The following template outlines critical components that must be included:
- Company Name: Must exactly match your Amazon seller account registration (include both English and native language versions to avoid language-related delays).
- Shipment ID: The FBA-prefixed reference number is crucial—many claims fail due to incorrect IDs.
- Shipping Date: The date goods left your facility for the freight forwarder (must logically precede the forwarder's shipping date).
- Missing Product Name: List only items requiring investigation, ensuring names match Amazon backend listings exactly.
- Missing Product Quantity: Report the actual shipped quantity—not what was lost or received by Amazon.
- Shipper Signature: Signed by the responsible shipping personnel.
- Company Stamp: An official company seal at the document's conclusion.
Claim Process: Three-Step Resolution
With your packing list prepared, follow these steps:
- Locate the shipment: Navigate to the relevant shipment in Seller Central.
- Initiate investigation: Select "Submit shipment discrepancy" from the shipment details page.
- Upload and explain: Attach your packing list with a brief note (e.g., "Attached manufacturer packing list for verification").
After Submission: The Waiting Period
Expect approximately one week for processing. You may receive multiple automated status updates—no response is required to these notifications.
Successful Resolution: Compensation Calculation
Approval notifications typically arrive with subject lines like "Investigation completed – reimbursement initiated." Compensation follows this formula:
Reimbursement = (Product price - FBA base fee - Amazon commission) × Lost units
Amazon essentially reimburses the net profit value of missing inventory.
Strategic Considerations
- Manufacturer designation: Claiming manufacturer status simplifies documentation requirements, even if technically inaccurate.
- Persistence pays: Initial rejections or closed cases shouldn't deter you—multiple submissions often yield different outcomes.
- Document integrity: Maintain consistent, accurate records and steadfastly assert your position.
Lost FBA shipments remain an inevitable challenge for cross-border sellers. Mastering claim procedures and maintaining thorough documentation are essential for protecting your business interests.