> For the complete documentation index, see [llms.txt](https://docs.sellermagnet.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.sellermagnet.com/inventory-and-operations/reimbursements.md).
# Reimbursements (Lost & Found)
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**Difficulty:** ๐ก Intermediate ยท **Reading time:** \~32 min
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**Open this page in your dashboard:** [**Go to Reimbursements (Lost & Found) โ**](https://dashboard.sellermagnet.com/reimbursements)
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## ๐ Overview
Amazon's fulfillment network occasionally **loses**, **damages**, or **incorrectly charges** your inventory - and on the seller-fulfilled (FBM) side it sometimes **refunds buyers** in cases that should have been charged back to the customer or to Amazon. The **Reimbursements** tool (also called **Lost & Found**) automatically scans your account for these discrepancies, turns each one into a trackable claim, and hands you a pre-filled message so you can recover the money in minutes.
Every claim carries:
* A plain-language explanation of **what happened** and **what to do next** (no opaque status codes to decode).
* A **filing deadline** with a countdown, so nothing expires unnoticed.
* A **pre-filled Amazon message** containing the exact IDs and evidence Amazon asks for.
* A **#RMB-YYYY-NNNNN reference** so you can correlate it across your records.
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**The opportunity is bigger than you think:** Industry data suggests that **1-3% of all FBA inventory** experiences some form of discrepancy - lost units, damaged goods, incorrect fees, or missing customer returns. For a seller doing EUR 500,000 in annual FBA revenue, that represents **EUR 5,000 to EUR 15,000** in potential recoveries every year.
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> **FBA and FBM:** The tool covers FBA discrepancies (lost, damaged, fee overcharges, customer returns) **and** seller-fulfilled (FBM) cases such as A-to-z Guarantee appeals, return-label cost recovery, out-of-policy refunds, and return-weight fraud. The exact claim types you see depend on your fulfillment mix.
***
## ๐ธ Billing - free during launch
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**Lost & Found is FREE for everyone during launch.** The page shows a green banner confirming free-tier status. We still track every reimbursement we recover for you so you can see the value up-front. A **20% success fee** applies **only after we exit free-tier mode**, and **only on money Amazon actually pays out** - never on detections, filings, or claims that go nowhere.
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The billing summary widget displays:
| Field | What it shows |
| ------------- | ------------------------------------------------------------------------------------------- |
| **Recovered** | Real payouts Amazon has made in the selected window |
| **Fee** | The success fee on those payouts (struck through / "not charged" while free-tier is active) |
| **Window** | The lookback period for the recovered/fee figures |
While free-tier is active, the fee row reads *"X% tracked ยท FREE during launch - not charged."* The banner headline counts down to the free-tier end date when one is set. The fee is calculated on **settled reimbursements only** - partial and excluded claims are handled separately.
***
## ๐ Key Performance Indicators
| KPI | Description |
| -------------------- | --------------------------------------------------------------------------------------------- |
| **Total Detected** | Count and value of all detected discrepancies |
| **Action Needed** | Open, fileable issues (includes Detected, Action Needed, Waiting Eligible, and Match Pending) |
| **Claims Filed** | Claims submitted to Amazon and awaiting a decision (Filed + Under Review) |
| **Total Recovered** | Amount Amazon has reimbursed so far (Reimbursed + Resolved) |
| **Missed / Expired** | Claims that expired or were denied without recovery |
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**Seeing "Match Pending" in your counts?** It means Amazon already issued a reimbursement for the issue, but the amount looks short of what you are owed. Confirm it if the payout is fair, or reopen it to dispute the shortfall - [full guide below](#match-pending-amazon-paid-but-short).
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### Conditional alert tiles
Two tiles surface **only when there is something to act on**, so a clean account stays quiet:
* **Unreimbursed damaged backlog** - counts warehouse-damaged claims that have sat unreimbursed for **45+ days**. A growing number here is money waiting to be claimed.
* **Case follow-up nudge** - a banner that appears when you have **filed claims with no Amazon answer in 45+ days**. *File-and-forget is the single biggest leak between "Filed" and "Reimbursed"* - this nudge tells you exactly how many cases need a poke in Seller Central.
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**Watch your "Missed / Expired" number and the follow-up nudge.** If either is growing, you are leaving money on the table. Set a weekly reminder to clear "Action Needed" and follow up on aged "Filed" claims.
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**Weekly routine in three moves:** (1) file every red-zone **Action Needed** claim, (2) follow up any **filed** claim with no Amazon answer in 45+ days, and (3) decide each **Match Pending** claim - confirm or reopen. Full walkthrough: [Reading your KPIs & a weekly routine](#reading-your-kpis-a-weekly-routine).
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***
## โ๏ธ How it works (lifecycle in one minute)
1. SellerMagnet scans your FBA inventory ledger, returns, reimbursements, and FBM order/return records.
2. Each discrepancy becomes a **claim** with a type, an estimated value, a deadline, and a priority.
3. You open the claim, read the plain-language **action hero**, copy the **pre-filled message**, and file in Seller Central.
4. You paste back the **Amazon Case ID** so SellerMagnet can track the case.
5. When Amazon pays, the claim moves to **Reimbursed** and the amount lands in **Total Recovered**.
***
## โ
Before you file - quick checklist
A claim takes two minutes to file, but a sloppy claim wastes a filing window and trains Amazon to auto-deny. Run this five-point check on the **Overview** and **Details** tabs before you copy the message:
1. **Verify the issue in your own reports.** Open the **Details** tab and confirm the event against the source data SellerMagnet shows - the **FBA Return Context** card (disposition, LPN, reimbursement status) or the **FBM Return Shipment** card (carrier, tracking, label cost). If the card says Amazon already reimbursed it or the return came back, there is nothing to file.
2. **Check the unit wasn't restocked.** For customer-return and damaged claims, confirm the disposition isn't *Sellable* and that the reimbursement status isn't already *Reimbursed*. A restocked or already-credited unit is a guaranteed denial - dismiss it instead.
3. **Make sure COG is set.** If the modal shows the *"COG not set"* warning, the estimate has fallen back to list price and Amazon will likely reimburse less than the figure shown. Click **Set COG now**, enter the real landed cost, and let the estimate recalculate before you file - it changes what you should expect back.
4. **Check the filing deadline shown on the claim.** Every open claim shows its own **deadline countdown** (driven by `deadline_date`). If it's inside the red zone, file it now; if the window has effectively closed, don't burn time on a claim Amazon will reject as out-of-window.
5. **Read the honesty banners.** If the claim shows *"For your records - not a missed claim"* (the loss predates your account and the window had already closed) there is nothing to file. If it shows *"Legacy detection - verify before filing,"* double-check the event in your reports first - an older engine flagged it and the current rules haven't re-confirmed it.
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**The thirty-second version:** real issue in your reports โ unit not restocked / not already reimbursed โ COG set โ inside the deadline โ not a "for your records" row. If all five pass, copy the message and file.
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***
## ๐งญ The claim modal (tabbed)
Opening any claim launches a **tabbed enterprise modal**. The dense detail is split across four tabs so nothing reads as a wall of text:
| Tab | What it shows |
| ------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Overview** | The action hero, a plain-language narrative of what happened, the key numbers (estimated reimbursement, list value, deadline countdown), the order/event row, the status-specific section (including the pre-filled claim message for open claims), and quick actions. |
| **History** | The audit timeline of every status change. Consecutive no-op re-checks (e.g. nightly resolver passes that leave the status unchanged) are collapsed into a single summary row so only meaningful transitions show. Legacy claims that predate the audit log show an honest note instead of a blank tab. |
| **Related** | Other claims clustered by **Same SKU**, **Same Order**, and **Same Reimbursement**, with a one-line breakdown (how many are reimbursed / in progress / closed). Click any related claim to jump to it. |
| **Details** | The FBA Return Context card and/or FBM Return Shipment card, deep links, and a collapsible **Technical Details** grid (FNSKU, detector, COG basis, FX, currency, and other granular fields) for copying into a support email. |
### The Overview "action hero"
The lead element of the Overview tab is the **action hero**. It removes all guesswork by stating, in one block:
* The **status badge** and **priority badge** (High / Medium / Low).
* The **plain-language meaning** of the current status.
* For open claims, the **filing deadline** ("File with Amazon by *date*").
* The **primary action buttons**:
* **Open in Seller Central** - deep-links straight to the order in the correct marketplace's Seller Central, working for orders of any age (see below).
* **Mark as filed** - flips the claim to *Filed* once you've submitted it.
The hero tints by lifecycle (action / done / closed / info) so you can read the state at a glance.
***
## ๐ท๏ธ Status codes and what they mean
Every status carries a plain-language explanation, surfaced both as a hover tooltip on the status pill and as a one-line note in the claim drawer. You never have to decode a raw code.
| Status | Plain-language meaning |
| ------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------ |
| **Detected** | We found a likely reimbursement and are matching it against Amazon records. It becomes ready to file once confirmed. |
| **Match Pending** | Amazon already issued a reimbursement, but it looks short of the amount owed to you. Review it and file for the difference if it is wrong. |
| **Action Needed** | Ready for you - review the evidence and file this claim with Amazon before the deadline. |
| **Waiting Eligible** *(shown as "Waiting")* | Found, but Amazon will not accept the claim yet. It becomes fileable on the eligibility date shown. |
| **Claim Filed** | You have filed this with Amazon. We are waiting on their decision. |
| **Under Review** | Amazon is reviewing the case you filed. No action is needed right now. |
| **Reimbursed** | Amazon reimbursed this - you have been made whole. No further action. |
| **Resolved** | Closed and settled. Nothing left to do. |
| **Denied** | Amazon declined this claim. Review the details and consider appealing. |
| **Rejected** | Amazon declined this claim. Review the details and consider appealing. |
| **Dismissed** | We (or you) set this aside as not reimbursable - for example the unit was restocked, or the customer was at fault. |
| **Expired** | The Amazon filing deadline has passed, so this can no longer be submitted. Kept for your records. |
***
## ๐๏ธ Claim types - what each one is, how it's found, and what to do
SellerMagnet classifies every discrepancy into a **claim type**. The type drives the icon, the pre-filled message, the best-practice tip, and the filing deadline shown on the claim. Types fall into two families:
* **FBA types** - inventory Amazon stores and fulfills for you (lost, damaged, fee, removal, customer-return cases).
* **FBM types** - seller-fulfilled orders and returns (A-to-z appeals, label-cost recovery, out-of-policy refunds, return-weight fraud, SAFE-T no-return refunds).
**Reimbursement Reversal / Clawback** can appear on either side when Amazon reverses a credit it already paid.
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**About the filing-window column.** Where the tool publishes a hard filing window for a type, it is shown below as **EU / NA days from the event** (Amazon's window differs by region; the EU region here covers DE, FR, IT, ES, NL, SE, PL, BE, TR, UK). For every other type, **trust the countdown on the claim** (`deadline_date`) rather than a number from memory - it already accounts for the type and event date.
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### Claim types at a glance - FBA
| Type | What it means | How SellerMagnet detects it | What YOU do next | Amazon filing window |
| ------------------------------------- | -------------------------------------------------------------------------- | ----------------------------------------------------------------------- | --------------------------------------------------------------------------------- | ------------------------------------------------------------------------------- |
| **Lost Inbound** | Units in a shipment Amazon received never entered your inventory | Reconciles inbound shipped vs. received quantities | File a lost-inbound claim; cite the **Shipment ID** and carrier proof of delivery | **EU 180 / NA 270 days** (file within 30 days of delivery for the best outcome) |
| **Lost in Warehouse** | Units already in FBA stock went missing | FBA inventory-adjustment ledger events with no offsetting reimbursement | File with the **Adjustment ID** (Amazon often auto-credits in the first 14 days) | Countdown on the claim |
| **Damaged in Warehouse** | Units dispositioned damaged/unsellable inside an FC (not customer-caused) | FBA return/adjustment dispositions flagged Damaged or Unsellable | File citing the **FNSKU** and the disposition exactly as shown | Countdown on the claim |
| **Damaged Inbound** | Units arrived damaged during inbound receiving | Inbound receiving-damage records | File with the carrier damage report + FBA receiving discrepancy notice | Countdown on the claim |
| **Quantity Discrepancy** | A stock-count adjustment with no matching reimbursement (legacy catch-all) | Ledger adjustments the current (v2) engine no longer emits | **Verify in your own reports before filing** - often the right move is to dismiss | Countdown on the claim |
| **Customer Return** | A refunded return not restocked or not offset by a reimbursement | Cross-checks refunded returns against restock/reimbursement status | File after the grace period; cite **Order ID** + **Return ID (LPN)** | **EU 105 / NA 120 days**; becomes eligible only after **60 days** |
| **Returnless Refund** | A refund issued with no return required, outside your rules | Compares returnless refunds to your Returnless Resolutions settings | Confirm it fell outside your settings, then file | **EU 105 / NA 120 days** |
| **Overcharged Fees** | Fees calculated on wrong dimensions, weight, or category | Compares fee lines to the product's measurements/category | File quoting the correct measured value vs. what Amazon billed | Countdown on the claim |
| **Destroyed Without Permission** | Units disposed of without your authorization | Disposal events with no removal authorization on file | File citing the unauthorized disposal event | Countdown on the claim |
| **Removal - Lost** | A removal order Amazon shipped back to you that never arrived | Removal shipments not delivered | File with the **Removal Order ID** and any carrier tracking | **EU 75 / NA 75 days** |
| **Removal - Damaged** | A removal order that arrived damaged through Amazon handling | Removal shipments received damaged | File with the **Removal Order ID** and photos | **EU 60 / NA 60 days** |
| **Reimbursement Reversal / Clawback** | Amazon reversed a reimbursement it already credited | Detects a reversal of a prior Reimbursement ID | Dispute referencing the **original Reimbursement ID** | \~**60-day** dispute window |
### Claim types at a glance - FBM
| Type | What it means | How SellerMagnet detects it | What YOU do next | Amazon filing window |
| --------------------------------------------------------- | ---------------------------------------------------------------------------------------- | ----------------------------------------------------------------------- | ----------------------------------------------------------------------------------- | ----------------------------- |
| **A-to-z Claim** | A buyer A-to-z Guarantee claim Amazon debited against you | A-to-z claims granted against the seller | Appeal citing on-time dispatch + valid tracking (strongest via Amazon Buy Shipping) | **30 days** from the decision |
| **Return Label Cost** *(FBM\_LABEL\_COST\_RECOVERY)* | You paid return shipping on a **buyer-fault** return (unwanted / ordered by mistake) | Buyer-fault FBM returns where the label cost wasn't billed to the buyer | Verify Amazon didn't already bill the buyer, then request the label cost | Countdown on the claim |
| **Out-of-Policy Refund** *(FBM\_OUT\_OF\_POLICY\_REFUND)* | A refund issued **45+ days after delivery** with no authorized return | FBM refunds outside the standard 30-day return window | Dispute citing the delivery date + the missing return request | Countdown on the claim |
| **Return Weight Fraud** *(FBM\_RETURN\_WEIGHT\_FRAUD)* | The returned parcel weighs materially less than what shipped (empty box / switched item) | Return **weight check** vs. the expected product weight | Enter both weights, attach photos/video, dispute via SAFE-T or A-to-z | Countdown on the claim |
| **FBM Refund - No Return** *(SAFE-T)* | A buyer was refunded on a prepaid label but the item never came back | FBM prepaid-label refunds cross-checked with **live return tracking** | **Track the return first**; if it never arrived, file in the **SAFE-T portal** | **EU 60 / NA 30 days** |
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**Acronyms stay English** throughout the tool (FBA, FBM, FNSKU, LPN, SAFE-T, A-to-z) so the IDs match exactly what Amazon shows, regardless of your interface language.
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**"Quantity Discrepancy" is a legacy catch-all - verify before you file.** The current detection engine no longer emits this type; when you see it, an older pass flagged it and the modal shows a *"Legacy detection - verify before filing"* note. Confirm the event in your own reports first, and dismiss it if there is nothing real behind it.
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***
## โ๏ธ The pre-filled Amazon claim message
For open claims, the modal generates a **ready-to-paste message** tailored to the claim type. This is the feature that turns a 20-minute manual claim into a 2-minute paste.
The message **embeds concrete evidence straight from your Amazon report lines**, so you no longer have to offer evidence "on request" - the data is already in the message:
* **Product name** and **claim reference** (`#RMB-YYYY-NNNNN`)
* **Order ID**, **ASIN**, **SKU (MSKU)**, **FNSKU**, **fulfillment center (FC)**
* **Inventory adjustment ID**, **Removal / Shipment ID**, **Reimbursement ID**, **Amazon Case ID**
* **Quantity** and **amount claimed**
* For FBA returns: **disposition**, **return reason**, **return-received date**, and **Return ID (LPN)**
* For FBM returns: **return carrier**, **return tracking**, and **"return label paid by"**
The message is available in **8 languages** - English, German, French, Italian, Spanish, Polish, Portuguese, and Swedish - selectable from a dropdown in the modal. The greeting, intro, argument, and closing localize; Amazon identifier acronyms stay English.
Claim types that Amazon expects as a **claim description** rather than a support letter (SAFE-T, A-to-z, the FBM dispute types) render as a concise subject + evidence + argument block instead of a full letter.
### How to file (the modal walks you through it)
1. **Copy the pre-filled message** - it already contains the IDs and evidence Amazon needs.
2. **Click Open Seller Central** - the tool opens the right form for this issue type.
3. **Paste the case body**, attach any noted proof, and submit.
4. **Paste the Case ID** Amazon returns so the claim can be tracked.
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**COG not set?** If a product has no cost-of-goods on file, the estimate falls back to list price and the modal warns you that Amazon will likely reimburse less. A "Set COG now" link jumps you to the product.
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***
## ๐งพ What to do for each claim type - evidence, wording, and deadline
The pre-filled message already embeds the IDs and report data Amazon asks for (disposition, reason, LPN / Return ID, Adjustment ID, Reimbursement ID, Shipment ID, dates, weights). This section tells you, per type, **which of those to lean on** and **what one line to add** so the claim reads as airtight. Treat each row as a checklist: confirm the evidence is present in the message, then paste.
Some claim types are simply stronger than others - a lost-inbound claim backed by a Shipment ID and the carrier's proof of delivery is hard for Amazon to refuse, while a return-weight-fraud claim leans on evidence you have to supply yourself. Set your expectations by how much hard evidence the claim carries, not by a promised win rate.
The four filing steps are the same for every type: **copy the pre-filled message, Open Seller Central, paste and attach proof, then paste the Case ID back and Mark as filed**. What changes per type is the evidence to lean on and the one line to add. Treat each row as a checklist.
### FBA claims
| Claim type | Evidence the message carries (verify it's there) | What to say / add |
| ------------------------------------- | -------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Lost Inbound** | Shipment ID, FNSKU, SKU/ASIN, quantity, event date | "Shipment was received but these units never entered inventory." Attach carrier **proof of delivery** if you have it; cite the Shipment ID. File within 30 days of delivery for the strongest result. |
| **Lost in Warehouse** | Inventory **Adjustment ID**, FNSKU, FC code, quantity | "Units present in inventory then removed by an adjustment with no offsetting reimbursement." Reference the Adjustment ID; attach the FBA inventory-adjustment report line if asked. Amazon often auto-credits in the first 14 days; if you are past that, the report line is what Seller Support asks for first. |
| **Damaged in Warehouse** | **Disposition** (Damaged / Customer Damaged / Carrier Damaged), LPN, FNSKU, return/scan date | "Unit dispositioned as damaged inside the fulfillment center - not customer-caused." Cite the disposition and LPN exactly as shown on the **FBA Return Context** card. Photos aren't required to submit but speed up follow-up. |
| **Damaged Inbound** | Carrier damage report, FBA receiving discrepancy notice, FNSKU, quantity | "Units arrived damaged during inbound receiving." Keep **both** the carrier damage report and the receiving discrepancy notice attached from the start. |
| **Quantity Discrepancy** *(legacy)* | Ledger adjustment reference, FNSKU, quantity | Verify the adjustment against your own FBA reports **before** filing; the current engine no longer emits this type. If nothing real sits behind it, dismiss it. |
| **Customer Return** | Order ID, **Return ID (LPN)**, disposition, return-received date, reason | "Refund issued but the unit was not restocked / not reimbursed within the return window." Include the order ID and the LPN; the buyer's free-text **customer comment** (if present on the card) is strong corroboration - paste it in. Approval is highest once the unit is past the 60-day grace period. |
| **Returnless Refund** | Order ID, refund amount, quantity | "Refund granted with no return required, outside our Returnless Resolutions rules." State that no return was requested and cite your current returnless settings; confirm you were not reimbursed. |
| **Overcharged Fees** | Fee category, SKU/ASIN, the dimension/weight the fee was based on | "Fee calculated on incorrect dimensions / weight / category." Quote the correct measured value vs. what Amazon billed. |
| **Destroyed Without Permission** | Disposal event reference, FNSKU, quantity, event date | "Units disposed of / destroyed without my authorization." Confirm no removal or disposal order was on file, then cite the disposal event. |
| **Removal - Lost** | **Removal Order ID**, carrier tracking, quantity | "Removal order shipped back to me was never delivered." Reference the Removal Order ID and attach carrier tracking showing non-delivery. |
| **Removal - Damaged** | **Removal Order ID**, quantity, photos of the damage | "Removal order arrived damaged through Amazon handling." Reference the Removal Order ID and attach photos of the damaged units. |
| **Reimbursement Reversal / Clawback** | Original **Reimbursement ID**, event date | "Amazon reversed a previously credited reimbursement." Reference the original Reimbursement ID; the dispute window is tight (\~60 days) and Amazon will not investigate without that ID. |
### FBM claims
| Claim type | Evidence the message carries (verify it's there) | What to say / add |
| ------------------------------------------------------------- | -------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **A-to-z Claim** | Order ID, dispatch/tracking details | "Order dispatched on time with valid tracking." Cite the carrier scan and on-time dispatch - strongest when you used Amazon Buy Shipping. Appeal within the window the claim shows. |
| **FBM Return Label Cost** *(FBM\_LABEL\_COST\_RECOVERY)* | Order ID, return reason (buyer-fault), **"return label paid by,"** label cost | "Buyer-fault return (unwanted / ordered by mistake) where return shipping was not charged to the buyer." Confirm Amazon didn't already bill the buyer, then request the label cost. |
| **FBM Out-of-Policy Refund** *(FBM\_OUT\_OF\_POLICY\_REFUND)* | Order ID, **delivery date**, refund date, absence of a return request | "Refund issued well after delivery with no authorized return on file." Cite the delivery date and the missing return request. |
| **FBM Return Weight Fraud** *(FBM\_RETURN\_WEIGHT\_FRAUD)* | Order ID, return carrier/tracking, **expected vs. returned weight** (from the Return Weight Check) | "Returned parcel weighs materially less than what shipped - empty box or switched item." Enter both weights in the **Return weight check**; attach **photos and, ideally, video** of the opened return. Dispute via SAFE-T or the A-to-z appeal. |
| **FBM Refund - No Return** *(SAFE-T)* | Order ID, prepaid return label, tracking showing the item never arrived | "Buyer refunded on a prepaid label but the item was never delivered back." **Track the package first** - if tracking shows *Delivered*, dismiss; if it never arrived, file in the **SAFE-T portal** before the deadline. |
{% hint style="info" %}
**Attach proof, don't just claim it.** When Amazon asks for documentation, the winning attachments are the ones tied to an ID already in your message: the carrier proof-of-delivery for a Shipment ID, the inventory-adjustment report line for an Adjustment ID, the buyer's return comment for an LPN, or photos/video for a weight-fraud return. The IDs are in the message so Amazon can find the event; the attachment is what closes it.
{% endhint %}
***
## โ๏ธ Match Pending - Amazon paid, but short
A **Match Pending** claim means Amazon **already issued a reimbursement** for the issue, but the amount differs from what you're owed by more than the tolerance band. In other words: they paid, but possibly not enough.
The narrative spells this out: *"Amazon issued a reimbursement that differs from the expected amount by more than our tolerance band. Confirm whether it settles the claim or open a follow-up dispute."*
There are two ways the claim resolves:
* **Confirm the match** - you agree the payout settles the claim, and it closes as reimbursed.
* **Reopen the claim** - you judge that Amazon underpaid; the claim returns to the action queue so you can dispute the shortfall. Reopening also reverses any provisional billing tied to the claim, so you are never charged on a payout you rejected.
Match Pending claims are counted as **open action items** in your KPIs, because they still need your decision.
{% hint style="warning" %}
**Don't auto-accept short payouts.** A partial reimbursement that's below the unit's replacement value is exactly the kind of leak Match Pending exists to catch. Compare the paid amount to the list/COG value before confirming.
{% endhint %}
### Match Pending decision guide - confirm or reopen?
Use a single number to decide: your **expected amount = units ร your per-unit COG (or list value)**. The modal already shows the list value and the COG-based estimate, so you rarely have to do the math by hand.
| What you see | Decision | Why |
| ------------------------------------------------------------------------- | ------------------------------- | --------------------------------------------------------------------------------------------------------------------------- |
| Amazon's payout โ your expected amount (within a euro or two of rounding) | **Confirm the match** | They made you whole. Closing it keeps your queue clean and your KPIs honest. |
| Amazon's payout is **materially short** of your expected amount | **Reopen the claim** | You're owed the difference. Reopening sends it back to the action queue so you can dispute the shortfall in Seller Central. |
| Amazon paid in the *wrong currency unit* or for the wrong quantity | **Reopen the claim** | The match is on a different event than the one you're owed for. |
| You can't tell because COG isn't set | **Set COG first**, then re-read | Without a real cost basis you can't judge "short" - you'd be comparing against list price. |
{% hint style="info" %}
**What reopening actually does:** it clears the matched reimbursement off the claim (and resets the provisional resolved amount), so the resolver will **not** re-offer that same payout - the claim won't bounce straight back to Match Pending. It also reverses any provisional billing tied to the claim, so you are never charged on a payout you rejected. After reopening, the claim sits in **Action Needed** and you file for the full shortfall like any other claim.
{% endhint %}
{% hint style="warning" %}
**Reopen only when the gap is real.** If Amazon's reimbursement policy genuinely values the unit lower than your COG (for example, a heavily depreciated or clearance item), confirming may be the honest answer. Reopen for *underpayments*, not for *disagreements with Amazon's valuation method* you can't actually win.
{% endhint %}
***
## ๐ฆ Return context cards (Details tab)
### FBA Return Context
For claims linked to an Amazon return, this card shows the actual SP-API return data so you can verify the claim before filing:
* **Disposition** (Sellable / Customer Damaged / Carrier Damaged / Defective), color-coded
* **Reimbursement status** (Pending / Reimbursed / Claim Filed / Not Eligible)
* **Return scanned date**, **quantity**, **reason**
* **License plate (LPN)**, **Reimbursement ID**, **FNSKU**
* **Customer comments** - free text the buyer entered, rendered as a copy-ready evidence block (present on roughly 45% of returns) that you can paste straight into your Amazon case
### FBM Return Shipment + live tracking
For seller-fulfilled return claims, this card shows the **return carrier**, **tracking number** (copyable), **return status**, **label cost**, **"paid by"**, and **request date**. A **Track package** button opens the shared live carrier-status modal so you can check the real delivery state before filing:
* If tracking shows **Delivered**, the item came back - the claim should be dismissed.
* If the return **never arrived**, file the SAFE-T claim before the deadline.
This live-tracking step prevents you from filing a claim Amazon will instantly deny because the item was, in fact, returned.
***
## โ๏ธ Return Weight Check (return-weight-fraud)
Amazon does not expose the weight of a returned parcel, so for **FBM Return Weight Fraud** (and SAFE-T) claims the modal provides a **Return weight check**:
* Enter the **expected product weight** (grams) and the **returned weight** you measured.
* Save it to the claim as evidence.
*A large gap between the two is the evidence that wins these cases* - it points to an empty box or a switched item. The tip in the modal recommends attaching photos (and video, which is harder for Amazon to refuse) and disputing via SAFE-T or the A-to-z appeal.
***
## โณ Managing filing deadlines
Reimbursement money leaks in two places: claims that expire before you file, and claims you filed and then forgot. Both are deadline problems, and the page is built to make them visible.
### Every claim carries its own deadline
Each open claim shows a **filing deadline** (`deadline_date`) as a countdown pill with a colored progress bar - full bar when there's plenty of runway, shrinking toward the deadline, **red** when it's close. Don't reason about Amazon's filing windows from memory: **trust the deadline the claim shows you.** It already accounts for the claim type and the event date.
### Work the queue by deadline, not by value
The claims table **sorts by deadline by default** (soonest first), with High-priority rows floated to the top. To run a deadline-first sweep:
1. Open the **Action Needed** tab.
2. Leave the sort on **Deadline** (ascending) so the most urgent claims are at the top.
3. File everything in the red zone first, then work down the list.
4. Optionally filter by **Marketplace** if you handle stores separately.
{% hint style="warning" %}
**Red-zone first.** A high-value claim with three weeks left can wait; a small claim with two days left cannot. Sorting by deadline - not by euro value - is what keeps your **Missed / Expired** number near zero.
{% endhint %}
### Two safety nets the page raises for you
* **Unreimbursed damaged backlog tile** - counts warehouse-damaged returns still marked *Pending* after **45+ days**. This is detected straight from your FBA return data, so it flags "you should be filing" even before every row is promoted to a claim. A rising number here is unclaimed money.
* **Case follow-up nudge** - appears when you have **filed claims with no Amazon answer in 45+ days** (measured from the date you filed, not from any later edit). Amazon cases sometimes stall silently; this nudge tells you exactly how many to chase in Seller Central. *Following up on aged filed claims is the single highest-leverage habit on this page.*
***
## ๐ซ When NOT to file
Filing a doomed claim wastes the window and conditions Amazon to deny you. Skip - and **dismiss** - a claim when:
* **The unit was restocked.** The disposition is *Sellable* or the **FBA Return Context** card shows the item came back into inventory. Amazon already made you whole in stock.
* **Amazon already reimbursed it.** The card's reimbursement status reads *Reimbursed* (and the amount is right - if it's short, that's a **Match Pending** decision, not a fresh claim).
* **The customer was genuinely at fault and policy backs Amazon.** For FBM tracking that shows *Delivered*, the item returned - dismiss rather than file a SAFE-T claim Amazon will instantly deny.
* **The deadline has effectively passed.** An out-of-window claim is a denial; keep it for your records but don't spend a filing slot on it.
* **It's a "for your records" row.** The *"not a missed claim"* banner means the loss predates your account and was never claimable.
* **The recovery is below the effort/fee threshold.** A few cents of fee overcharge on a single unit may not be worth the case - though small discrepancies that repeat across many SKUs add up, so batch those rather than ignoring the pattern.
{% hint style="info" %}
**Dismiss is not "lose."** Dismissing a non-claimable row keeps your Action Needed queue honest and your KPIs trustworthy. Use bulk **dismiss** to clear obvious non-starters in one pass.
{% endhint %}
***
## ๐ฅ "Returned to inventory" - the recover-physically tab
There is one class of customer return that is **not a claim at all**: the unit physically came back into your FBA stock, but with a **customer-fault disposition** (the buyer broke it or used it up). Amazon owes you nothing here - you already have the unit back - so filing a case only trains Amazon to auto-deny you. These returns get their own dedicated tab, **Returned to inventory** (amber badge), so they neither inflate your **Action Needed** queue nor vanish from view.
Think of this tab as the exact **inverse** of the [When NOT to file](#when-not-to-file) rule "the customer was genuinely at fault": instead of just dismissing those returns, the page collects them into a physical-recovery worklist.
### What this tab surfaces
A row lands here when **all** of the following are true:
* The claim type is **Customer Return**.
* The returned unit is physically back in your inventory - the Amazon return status reads *Unit returned to inventory* or *Repackaged Successfully*.
* The disposition is a **customer-fault** one: **DEFECTIVE** or **CUSTOMER\_DAMAGED**.
* The claim is still **open** (Match Pending rows are excluded - Amazon has already issued a payout there, so the resolver owns them, not you).
{% hint style="info" %}
**CARRIER\_DAMAGED is deliberately NOT in this tab.** Carrier or Amazon handling damage is Amazon's fault and therefore **reimbursable** - those returns stay in the normal fileable claim flow. Only the two customer-fault dispositions (DEFECTIVE, CUSTOMER\_DAMAGED) are routed here.
{% endhint %}
### Why it is separate - not reimbursable
These rows are **not Amazon-reimbursable**, and SellerMagnet does **not** file anything for them. Each row carries a **Watch** label instead of a filing deadline: there is no case to submit, so the drawer never shows a "file" button. It reads:
> **Back in your inventory. Do not open a case: manual claims on these returns get rejected.**
Amazon does still credit a share of these returns **on its own initiative**. When that happens, SellerMagnet **matches the payout automatically** and the claim moves to **Reimbursed** - you never file for it, you just get monitored for a spontaneous credit.
### The recover-physically playbook
The recovery here is **physical**, not a claim. The drawer gives you a per-disposition action:
| Disposition | Recommended physical recovery |
| --------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **DEFECTIVE** | Create a **removal order**, then use the **manufacturer warranty or RMA** - or resell as **open box** if the unit is not actually defective. |
| **CUSTOMER\_DAMAGED** | Create a **removal order**, then **inspect the unit for tampering, a swapped item, or an empty return** (return fraud) and resell as **used or open box**. |
For both dispositions, one rule closes the loop: **dispose only if the unit is worth less than the removal fee.** Below that line, pulling the unit back costs more than it returns, so a disposal is the honest call.
### Exporting the worklist
The tab exports two ways from the shared export menu:
* **Export removal worklist** - your internal action list of units to pull back.
* **Amazon removal file** - a file formatted toward Amazon's Create Removal Order template.
{% hint style="warning" %}
**Quantities are detected returns, not live FBA stock.** Reconcile the worklist against your **current unsellable inventory** before you create removal orders, and remember removal orders are **per marketplace** - filter by marketplace first, and confirm the Amazon file's column headers against your own Create Removal Order template.
{% endhint %}
***
## ๐ Reading your KPIs & a weekly routine
The KPI tiles are a worklist, not a scoreboard. Read them in this order:
1. **Action Needed** - your fileable backlog. The goal each week is to drive this toward zero (file or dismiss).
2. **Case follow-up nudge / Claims Filed** - filed claims awaiting Amazon. *File-and-forget is the #1 leak* between "Filed" and "Reimbursed" - if the nudge is showing, chase those cases.
3. **Unreimbursed damaged backlog** - warehouse-damaged returns aging past 45 days. Rising = unclaimed money.
4. **Missed / Expired** - your miss meter. If it's growing, you're reviewing too infrequently; tighten the cadence.
5. **Total Recovered** - the payoff. Fold it into your P\&L as cost recovery, not bonus income.
{% hint style="success" %}
**A 15-minute weekly routine:**
1. Open **Action Needed**, sort by **Deadline** (soonest first), file every red-zone claim, dismiss the obvious non-starters.
2. Act on the **follow-up nudge** - open each flagged case's Case ID in Seller Central and post a polite follow-up.
3. Decide any **Match Pending** claims while the evidence is fresh (confirm or reopen).
4. Glance at the **damaged backlog** and **Missed / Expired** tiles - if either is climbing, you're not reviewing often enough. In Q4, run this twice a week.
{% endhint %}
***
## ๐ Best practices
Recovery is a habit, not a one-time cleanup. Four disciplines keep the money flowing and your account healthy.
### 1. Work a fixed weekly routine
Book 15 minutes every week (twice a week in Q4). In one pass: file every **Action Needed** claim in the red zone, act on the **follow-up nudge**, decide each **Match Pending** claim, and dismiss the obvious non-starters. The full walkthrough is above in [Reading your KPIs & a weekly routine](#reading-your-kpis-a-weekly-routine). A steady cadence is what keeps **Missed / Expired** near zero - the single number that tells you money is leaking.
### 2. Watch the deadlines, not the values
* **Sort by Deadline, not by euro value.** A small claim with two days left beats a large claim with three weeks left. The table sorts this way by default.
* **Trust the countdown on each claim.** It already accounts for the type and event date; the published windows are **Customer Return / Returnless EU 105 / NA 120 days** (Customer Return eligible only after 60 days), **Lost Inbound EU 180 / NA 270**, **Removal - Lost 75**, **Removal - Damaged 60**, **A-to-z 30**, **SAFE-T EU 60 / NA 30**, and a tight **\~60-day** clawback dispute window.
* **Never file-and-forget.** The biggest leak is between **Claim Filed** and **Reimbursed**. When the follow-up nudge flags a case aged 45+ days with no answer, chase it in Seller Central.
### 3. Keep the evidence Amazon asks for
Every pre-filled message already embeds the IDs (Shipment ID, Adjustment ID, LPN / Return ID, Reimbursement ID, Removal Order ID, dates, weights). Your job is to keep the **attachment** that closes the case tied to each ID:
* Carrier **proof of delivery** for a Shipment ID (Lost Inbound).
* The **FBA inventory-adjustment report line** for an Adjustment ID (Lost in Warehouse).
* The buyer's **return comment** for an LPN (Customer Return).
* **Photos and, ideally, video** of the opened parcel for return-weight fraud.
* **Both** the carrier damage report and the receiving discrepancy notice for Damaged Inbound.
Set **COG** on your products so estimates reflect real landed cost, not list price; it changes what you should expect back and what counts as a short payout.
### 4. Protect your account standing - don't file invalid or duplicate claims
Filing claims Amazon will correctly deny trains it to auto-deny you and erodes your standing on the claims that matter.
* **Verify before filing.** Check the FBA/FBM context card; if the unit was restocked (*Sellable*) or already *Reimbursed*, **dismiss** instead of filing. Full list in [When NOT to file](#when-not-to-file).
* **Don't re-file a repeat.** A second identical submission is denied identically - only re-file when you can add evidence or correct a factual error.
* **Don't auto-accept short payouts, but don't dispute a fair one either.** Reopen **Match Pending** claims for genuine underpayments, not for disagreements with Amazon's valuation you can't win.
* **Trust the honest-framing banners.** A *"For your records - not a missed claim"* row was never claimable; a *"Legacy detection - verify before filing"* row needs a second look before you spend a filing slot on it.
{% hint style="success" %}
**The one-sentence version:** review weekly, file by deadline, keep the proof tied to each ID, and dismiss anything you can't legitimately win - recovery compounds and your account stays clean.
{% endhint %}
***
## ๐ฃ Step-by-Step Example: Filing a Lost Inventory Claim
> **Scenario:** Amazon lost 50 units of your top-selling yoga mat (ASIN: B09YOGA001) during a warehouse transfer.
>
> **What you see in SellerMagnet:**
>
> **Steps to recover:**
>
> 1. Click the row to open the tabbed modal.
> 2. On **Overview**, read the action hero - it tells you the status, the deadline, and the next step.
> 3. Pick your language and **copy the pre-filled message** (it already contains the FNSKU and inventory adjustment ID).
> 4. Click **Open Seller Central**, paste the case body, and submit.
> 5. Paste the **Case ID** Amazon returns and click **Mark as filed**.
> 6. SellerMagnet tracks the resolution; when Amazon reimburses, the status flips to **Reimbursed** and the amount appears in **Total Recovered**.
| Field | Value |
| ----------------------- | ------------------------------ |
| Issue Type | Lost in Warehouse |
| Product | Premium Yoga Mat - 6mm, Purple |
| ASIN | B09YOGA001 |
| Quantity | 50 units |
| Estimated reimbursement | \~EUR 1,249.50 |
| Status | Action Needed |
| Deadline | Countdown shown in the modal |
***
## ๐ ๏ธ Claims table and quick actions
| Element | Description |
| --------------- | ----------------------------------------------------------------------- |
| Checkbox | Select rows for bulk actions |
| **Marketplace** | Country flag |
| **Issue Type** | Color-coded pill (type-family accent) |
| **Product** | Thumbnail, name, ASIN/SKU, and the `#RMB-YYYY-NNNNN` reference |
| **Value** | Estimated reimbursement |
| **Status** | Status badge with a hover tooltip explaining its meaning |
| **Priority** | High / Medium / Low badge |
| **Actions** | Open the modal; FBM rows with tracking get a live "Track return" button |
### Undo filing window
After you mark a claim as filed, an **Undo** option reverts it to OPEN. The countdown in the dialog shows roughly **5 minutes** (the server allows up to 5 minutes total). Use it if you marked the wrong row as filed.
### Bulk actions
Select multiple rows to **bulk mark as filed** or **bulk dismiss**.
{% hint style="success" %}
**Pro tip:** Use bulk actions during your weekly review. Filter to "Action Needed," file them, and move on - a 30-minute manual chore becomes a 2-minute task.
{% endhint %}
***
## ๐ณ๏ธ Honest-framing banners
Lost & Found never inflates your "missed money" by counting things that were never claimable. Two banners keep the framing honest:
* **"For your records - not a missed claim"** - appears on losses that occurred **before you connected SellerMagnet**, where Amazon's filing window had already closed by the time we first saw them. There was never anything to file; it's shown for transparency only.
* **"Legacy detection - verify before filing"** - appears on items flagged by an older detection engine that the current rules haven't re-checked. Confirm the event in your reports before filing.
The **History** tab similarly shows *"This claim predates the audit log"* for older claims instead of a misleading empty timeline.
***
## โ๏ธ Returnless Resolutions settings
Amazon's **Returnless Resolutions** program lets you refund a buyer without asking for the item back when a return would cost more than it is worth. SellerMagnet needs to know how you have configured this program so it only raises a **Returnless Refund** claim when a refund actually fell *outside* your own rules.
The settings panel shows **one row per marketplace** (across your connected accounts). For each row, pick the mode that matches your Seller Central configuration, then click **Save**:
| Mode | Stored value | What it means |
| --------------------------- | ----------------- | ------------------------------------------------------------------------------------------------------------------ |
| **Not enabled** | `DISABLED` | You do not use Returnless Resolutions on this marketplace, so any returnless refund is treated as unexpected. |
| **Enabled - all ASINs** | `ALL_ASINS` | Returnless refunds are authorized for every ASIN, so they are not flagged as discrepancies. |
| **Enabled - up to a price** | `PRICE_THRESHOLD` | Returnless refunds are authorized only up to a price ceiling; refunds above that threshold are flagged for review. |
When you choose **Enabled - up to a price**, a **max price** field appears. Enter the ceiling in that **marketplace's own currency** (the currency code is shown next to the field).
{% hint style="warning" %}
**Confirm each marketplace once.** Rows you have not yet confirmed carry an amber "to confirm" badge and read *"not confirmed yet"* until you save them. An unconfirmed row cannot tell a legitimate returnless refund from a missed reimbursement - set the mode to match your real Amazon settings so the Returnless Refund detector stays accurate.
{% endhint %}
***
## ๐ Filters
| Filter | Options |
| --------------- | -------------------------------------------------------------------------------------- |
| **Marketplace** | All Marketplaces, or a specific one |
| **Timeframe** | L7D, L30D, L90D, MTD, YTD, L6M, L12M, ALL, Custom |
| **Issue Type** | Populated from the claim types actually present in your data |
| **Status** | Detected, Action Needed, Claim Filed, Reimbursed, Denied, Dismissed, Expired, and more |
***
## ๐ค Export
Claims export through the shared **CSV / Excel** export menu (pick the format from the dropdown):
* **Export selected** - exports the rows you've checked.
* **Export (all filtered)** - exports every row matching your current filters.
{% hint style="info" %}
**Best practice:** Export a monthly reimbursement snapshot and fold recovered funds into your P\&L review. Reimbursements are cost recovery that directly improves your gross margin - not "bonus income."
{% endhint %}
***
## ๐ Before & After: Impact of Automated Reimbursement Tracking
| Metric | Before SellerMagnet | After SellerMagnet |
| --------------------------------- | ---------------------------- | ------------------------------------ |
| Issues detected per month | 2-5 (manual spot checks) | 15-40+ (automated scanning) |
| Claim filing time | 20-30 min per claim (manual) | 2 min per claim (pre-filled message) |
| Recovery rate | 10-20% of eligible claims | 80-95% of eligible claims |
| Expired/missed claims | 60-80% of eligible issues | Under 5% |
| Monthly time investment | 4-8 hours | 30-60 minutes |
| Annual recovery (EUR 500K seller) | EUR 500 - EUR 1,500 | EUR 5,000 - EUR 12,000 |
***
## ROI / Impact Calculator
| Annual FBA Revenue | Estimated Discrepancy Rate | Potential Annual Recovery |
| ------------------ | -------------------------- | ------------------------- |
| EUR 100,000 | 1-3% | EUR 1,000 - EUR 3,000 |
| EUR 250,000 | 1-3% | EUR 2,500 - EUR 7,500 |
| EUR 500,000 | 1-3% | EUR 5,000 - EUR 15,000 |
| EUR 1,000,000 | 1-3% | EUR 10,000 - EUR 30,000 |
| EUR 5,000,000 | 1-3% | EUR 50,000 - EUR 150,000 |
***
## ๐
Seasonal & Timing Advice
{% hint style="warning" %}
**Q4 (October-January):** Amazon warehouses process dramatically higher volumes during peak season - more transfers, more receiving errors, more lost/damaged inventory. Expect a 2-3x increase in detected issues. Check Reimbursements twice per week.
{% endhint %}
{% hint style="info" %}
**Post-Prime Day (July):** The weeks after Prime Day often show a spike in customer-return discrepancies. Monitor "Customer Return" types closely for 30 days after major sale events.
{% endhint %}
{% hint style="info" %}
**January:** Run a full-year review. Filter by "ALL" and clear any "Action Needed" items approaching their deadline.
{% endhint %}
***
## ๐งฐ Power-user notes
### Why "file-and-forget" is the #1 leak
The biggest conversion gap is between **Claim Filed** and **Reimbursed**. Claims that sit filed with no Amazon answer don't pay out on their own. The **follow-up nudge** (45+ days filed, no response) exists precisely to close this gap - act on it weekly.
### Claim-type best practices (surfaced in the modal as tips)
The modal surfaces the same per-type tip you'll find in [What to do for each claim type](#what-to-do-for-each-claim-type-evidence-wording-and-deadline): the evidence to lean on, the one line to add, and the filing window. Open a claim and read the **Pro tip** block before you copy the message; it is tailored to that claim's type.
***
โ ๏ธ Common Mistakes to Avoid
{% hint style="danger" %}
* **Dismissing issues without investigation.** Small discrepancies add up; a 500-SKU catalog can hide thousands of euros in small losses.
* **Filing without checking the details.** Verify the issue first - Amazon occasionally corrects discrepancies on its own. The FBA/FBM context cards exist for exactly this check.
* **Not following up on filed claims.** A claim filed 45-60+ days ago with no answer may have fallen through Amazon's cracks. The follow-up nudge tells you which ones.
* **Auto-accepting Match Pending payouts.** A short reimbursement is a partial recovery - reopen and dispute when Amazon underpaid.
* **Letting claims expire.** The filing window is firm. Use the "Missed / Expired" KPI as a signal to review more often.
{% endhint %}
## ๐ง Troubleshooting
### My claim was Denied or Rejected - what now?
A **Denied** or **Rejected** status means Amazon declined the claim. It is not always the end - work through it in order:
1. **Read the reason first.** Amazon's denial almost always names a cause (out of window, already reimbursed, insufficient evidence, item returned). Match it against what the claim shows on its **Details** tab.
2. **Check for a partial reimbursement.** Sometimes a "denial" is really a partial payout - compare the amount Amazon paid against the detected value before you re-file.
3. **Gather stronger evidence and re-file where the type allows.** If the reason was thin documentation, attach the proof tied to the IDs in your message (carrier proof-of-delivery, the inventory-adjustment report line, the buyer's return comment, weight-fraud photos/video) and open a fresh case. A-to-z and SAFE-T disputes in particular reward a well-evidenced second pass.
4. **Know when to accept it.** If Amazon's reason is correct - the unit was restocked, the item came back, the window genuinely closed, or the customer was legitimately at fault - accept the decision and move on. Re-filing a claim Amazon correctly denied only erodes your standing on the claims that matter.
{% hint style="info" %}
**Re-file with new information, not just a repeat.** A second submission identical to the first will be denied identically. Only re-file when you can add evidence or correct a factual error in the original case.
{% endhint %}
### Why am I seeing "No issues detected"?
* Your account may genuinely be clean.
* Check your marketplace and timeframe filters.
* After first connecting, allow the initial scan time to complete.
### I filed a claim but the status hasn't changed for weeks.
Amazon's response time varies and can run 30-60 days in peak periods. If the **follow-up nudge** flags it, open Seller Central, search the Case ID you pasted, and add a follow-up message.
***
## โ FAQ
Does SellerMagnet file claims automatically?
No. You approve and submit each claim (or use bulk actions). SellerMagnet detects, prepares the pre-filled message, and tracks the outcome, but you stay in control of what gets filed - which protects your account from erroneous claims.
When am I charged a fee?
Lost & Found is **free during launch**. A success fee applies only after free-tier mode ends, and only on reimbursements Amazon actually pays out - never on detections or filings. The billing widget shows the fee struck through ("not charged") while free-tier is active.
What is "Match Pending"?
Amazon already reimbursed the issue, but the amount looks short of what you're owed. You decide whether to confirm the payout settles the claim or reopen it to dispute the shortfall.
What's the difference between "Lost Inbound" and "Lost in Warehouse"?
"Lost Inbound" means Amazon received your shipment but some units never entered your inventory (lost at check-in). "Lost in Warehouse" means units already in your FBA inventory went missing, typically during internal transfers.
Do the FBM claim types work without FBA inventory?
Yes. A-to-z appeals, return-label cost recovery, out-of-policy refunds, and return-weight fraud are seller-fulfilled cases derived from your order and return records, independent of FBA stock.
***
## ๐ก Tips
> **Pro tip:** Review the page weekly. File "Action Needed," act on the follow-up nudge, and decide any Match Pending claims while the evidence is fresh.
{% hint style="warning" %}
**Deadline awareness:** Each open claim shows a countdown. Claims within a few days of their deadline are flagged in red - clear those first.
{% endhint %}
> **Pro tip:** Use the language selector on the message before copying - it localizes the letter while keeping all Amazon IDs in English so they match what Amazon shows.
***
## โก๏ธ What's Next?
{% content-ref url="/pages/073kGFTZ9tHJ4G50F2XW" %}
[Fee Audit](/inventory-and-operations/fee-audit.md)
{% endcontent-ref %}
{% content-ref url="/pages/7nzjHrzcKyOjaN4wV9pT" %}
[Inventory Planner](/inventory-and-operations/inventory-management.md)
{% endcontent-ref %}