please help. I’m missing 60 units from my last shipment. UPS provided delivery confirmation for all the boxes. Initially, I received an email stating that I would be refunded in 3-5 working days, but then nothing happened.
When I asked for the refund again, another representative told me they found my boxes and put them back in my inventory, but I don’t see them in the count. Any advice on what to do? I keep sending emails and get the same reply.
Is there any way to speak to a manager? Thank you all.
This situation is unfortunately quite common with FBA discrepancies, and the key is to stop reopening the case and instead push for a clear written resolution within one single case thread, because reopening or starting new cases often resets the investigation.
First, check the Inventory Event Detail report and the Daily Inventory History report to see whether the 60 units show any recent transfer, reconciliation, or FC adjustment entries, as agents often say items were “found” when they were merely reassigned internally and not yet reflected as sellable inventory.
If the units do not appear there, reply to the same case requesting a formal reconciliation outcome in writing and explicitly ask whether the units were physically received, misplaced, or deemed lost, and request either a reinstatement with a transaction ID or a reimbursement confirmation with a reimbursement ID.
Attach the UPS proof of delivery again and reference the original email promising a refund within 3–5 working days, asking them to honor that determination if no physical inventory movement can be shown. You generally cannot speak to a manager by phone for FBA reimbursements, but you can request escalation by asking for the case to be reviewed by the FBA Reconciliation or FBA Leadership team, which often triggers a more competent review.
If you keep receiving identical scripted replies without evidence, politely state that the response does not address the discrepancy and request escalation due to conflicting determinations, as persistence within a single, well-documented case is usually what finally forces a resolution.
I’ve seen this across almost every account I manage. So I want to share what I’ve learned and what I’ve been personally implementing over the last 6 months to recover maximum reimbursements from Amazon.
First, let’s understand how Amazon actually reimburses.
Amazon does not care about:
Your sourcing cost
What you entered in the backend
Your margins
They calculate reimbursements purely based on selling price.
From my experience, Amazon usually reimburses around 25–30% of the selling price.
Example:
Product sells for $30 → reimbursement ≈ $9
Now here’s where most sellers lose money.
In most businesses, inventory cost is around 50% of MSRP.
So if your product costs you $15 and Amazon reimburses you $9 — you’re already at a loss.
Yes, sometimes you get lucky:
Source at $6
Sell at $25
Amazon loses it
Reimbursement ends up profitable
But that’s the exception, not the rule.
For most products, Amazon-lost inventory = real money lost if you stop at the automated reimbursement.
Here’s what actually works
Once Amazon issues the reimbursement:
Open a manual case
Submit your invoice
Expect an automated rejection (this is normal — don’t panic)
This is where most sellers give up.
The key is how you respond after rejection.
Your wording matters more than anything.
You’re not asking for profit.
You’re requesting reimbursement of the manufacturing / sourcing cost backed by a valid invoice.
If you structure your appeal correctly and use the right language, Amazon does reimburse the inventory cost.
You’ll still lose:
Prep costs
Shipping to FBA
But you recover the largest chunk of your capital, which is Inventory.
Using this exact approach, I’ve been able to recover close to 100% of inventory cost across multiple accounts I manage. We’ve stopped taking losses on lost inventory and made reimbursements work in our favor.
If you’re selling on Amazon and not doing this, you’re leaving money on the table.
I’ll be sharing more detailed breakdowns and templates soon so other sellers can implement this properly — because Amazon reimbursements don’t have to be a loss if you know how to handle them.
