Policy on reimbursement for Amazon Easy Ship packages

For losses incurred because of using the Amazon Easy Ship Services, in accordance with and as specified by the Amazon Easy Ship Terms and Conditions, you may be eligible for a reimbursement.

Note: All decisions about reimbursement shall be undertaken by Amazon at its sole discretion and according to the Amazon Easy Ship Service Terms and Conditions and its associated program policies. Amazon’s decision shall be full and final and binding on you, the seller.

How to request a reimbursement

Go to contact Amazon Seller Support from within Seller Central
Open a case and provide the Contact Reason as "Reimbursement for an Easy Ship lost/damaged package"
Fill in your inputs on the Please describe the issue field. Make sure to include the order ID of the order in question as well as the package tracking number. If the package was damaged upon the return, provide the return tracking ID as opposed to the original outbound delivery tracking ID.
Upload any supporting documents as part of your request.
Fill any other required information and click Send button.
Once the request has been submitted, you will receive an email notification. Any future correspondence should be taken by responding to the same case.
Amazon Seller Support will be in touch with you if we need any additional information and to keep you updated on the status of your request.

How to view any reimbursements issued

You can view the reimbursements processed by searching with order ID in the Payments section under the Reports tab.

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 associate to provide any additional supporting documents for your request, you need to reply within three (3) business days.

Our Policy

You can request reimbursement from Amazon for your products that are lost or damaged by Amazon during onward or return transit. You can also request reimbursement from Amazon when you have already issued a refund to the customer from your account and you do not receive the returned item, whether in its original condition or otherwise. Amazon, in its sole discretion, may reimburse you based on the item price in the order less any applicable fees (e.g. the Amazon Easy Ship fee which is charged for the successful delivery) and less the residual value of the product (if any). Any reimbursements related to customer returns will be in accordance with the Amazon Returns Policies. If you have issued refunds based on a more generous returns policy (e.g., accepting a return of a non-returnable item) then any reimbursement requests related to those more generous refunds will not be granted.

You agree that any reimbursement issued constitutes full and final settlement from Amazon and any of its affiliates or subcontractors in relation to the relevant reimbursement request(s).

Note:

For products marked as damaged by the carrier reimbursement will be forty percent (40%), less any relevant fees as per our discretion.
Reimbursement for undeliverable lost products will be one-hundred percent (100%), less any relevant fees as per our discretion.
For other use cases the residual value might vary on a case-to-case basis which will be determined by Amazon at Amazon’s sole discretion. Amazon reserves the right to alter the terms including the residual value.
All requests related to lost items should be filed no sooner than fifteen (15) days from the date the shipment was marked as ‘picked up’ to allow sufficient time for the package to be delivered.
All requests related to returns should be filed within seven (7) days from the date the shipment was marked as “returned/delivered to seller” in Seller Central or the refund initiation date, whichever is later.
All requests must be initiated within 60 days of the last scan or event from the carrier – requests initiated beyond this point will not be considered for reimbursement.
In certain cases where an item is declared as “Undeliverable” by Amazon/Logistic Service Provider (LSP), we may proactively reimburse you on a periodic basis for the value of the Easy Ship shipment fees charged for the provision of services according to the Amazon Easy Ship Terms and Conditions. You may not request reimbursement separately for such cases.
The timelines set out above are applicable only for shipments where Amazon is responsible for the return/reverse logistics. In the rare case that you have an Amazon Easy Ship order where the customer used a ‘self-ship return’ (not with our partnered courier), a reimbursement request must be filed at least 30 days from, but not later than 60 days from, the return request date.
Amazon will not reimburse you for returned shipments, if an attempt was made to deliver the shipment within 15 days from the return pick-up or the reject/undeliverable date but the delivery could not be completed because you were not available or refused to accept the shipment.

Additional guidelines

If you file a fraudulent reimbursement request or misuse or abuse our policy in any form or manner, Amazon reserves the right to reject any or all the outstanding reimbursement requests made by you, recover any amounts already reimbursed (in respect of any previous requests), suspend you from selling on Amazon and take any or all such action under the Amazon Services Business Solutions Agreement and/or as may be permitted under applicable law.
You are required to ensure that the products ordered by the customer are packaged such that transit damage may be avoided. Amazon will not be liable to compensate you for the shipments damaged during the onward or return transit if the damage occurred on account of poor or insufficient packaging. Please refer to the packaging guidelines for packages to be shipped using the Amazon Easy Ship service.

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