Feature Documentation

Money Back

Amazon owes most FBA sellers money they never ask for. Units go missing inside the fulfilment network, units get damaged, and customers get refunded for items they never send back. Amazon resolves a lot of this on its own — but not all of it, and it does not tell you what it missed. Money Back finds the cases that were never resolved, tells you which ones are still inside Amazon's claim window, and hands you the exact reference data each claim form asks for.

You file the claim, not us. Money Back finds what is claimable and prepares the data; you paste it into Seller Central and submit. Nothing is filed on your behalf and nothing is submitted without you. That also means you keep all of what you recover — recovery agencies typically take 15–25%.

Open Money Back from the sidebar. It has two tabs, because the two kinds of loss follow completely different rules:

Tab	What it finds	Claim window
Lost & Damaged	Units lost or damaged inside an Amazon fulfilment centre that were never found and never reimbursed.	Generally within 60 days of the transaction date.
Customer Return	Refunded or replaced orders where the customer never sent the item back and Amazon never reimbursed you.	Generally 60 to 120 days after the refund or replacement.

A third tab, How Does It Work, carries the same explanation inside the app.

Both tabs share the same controls: a search box, an All Statuses filter, a Columns button for choosing which columns to show, sortable column headers, and a summary strip across the top — item count, unit counts, and total Potential Money Back for whatever is currently filtered.

Lost & Damaged

Your inventory can be lost or damaged while being handled inside Amazon's FBA fulfilment network. Amazon usually either locates the missing inventory or issues a reimbursement automatically — but some units stay unresolved indefinitely, with no notification that anything is outstanding.

The table shows one row per item, with the whole history rolled up:

Column	Meaning
Item	Image, title, SKU, FNSKU and ASIN. Each identifier has a copy button — the claim forms ask for them.
Lost	Units Amazon recorded as lost in the warehouse.
Damaged	Units Amazon recorded as damaged.
Found	Units Amazon later located and returned to your inventory.
Reimbursed	Units Amazon has already paid you for.
Missing	What is left over — neither found nor reimbursed. This is the number that matters.
Potential Money Back	What those missing units are worth, and therefore roughly what a successful claim is worth.
Status	Unresolved Reimbursed Resolved

Missing is simply what Amazon has not settled one way or the other:

Missing = Lost + Damaged − Found − Reimbursed

When that comes out at zero or below, Amazon has already made you whole and the row is Reimbursed or Resolved, with nothing to claim. When it is positive, the row is Unresolved and Potential Money Back is a positive figure — that is where a claim may be available.

Start with the filter, not the table. Set the status filter to Unresolved and you are looking only at rows where something is actually owed. Everything else is already settled.

Step 1 — Find unresolved units

Use the Unresolved filter to pull up the units that are still missing — neither found nor reimbursed by Amazon. Sorting by Potential Money Back puts the largest claims first, which is usually the right order to work in.

Step 2 — Review the transaction history

Click any row to slide open the Lost & Damaged Detail drawer. It repeats the item's headline numbers, then lists every underlying event: date, transaction ID, fulfilment centre, disposition, and how many units that event lost, damaged, found or reimbursed.

Filter chips above the list separate All events from Lost (Eligible) and Damaged (Eligible), each showing a count. "Eligible" means the event still falls inside Amazon's 60-day claim window — a unit lost eight months ago is real, but no longer claimable, and the counts tell you that before you spend time on it.

Then use the claim action next to the section title. Depending on what is eligible, it reads Claim Lost Units, Claim Damaged Units, or Claim Lost / Damaged Units.

Step 3 — Submit your claim

The claim dialog does two things: it links you to the right page in Seller Central, and it gives you the reference data already formatted for pasting.

For damaged units it walks you through opening the Fulfillment Center Operations claim page, finding Submit your claim, choosing the Check warehouse damaged reimbursement status form, and pasting the transaction IDs as the Reference ID (TRID). For lost units the flow is the same, with FNSKUs instead of transaction IDs.

Up to 25 references per submission. Amazon caps how many transaction IDs one claim form accepts. If an item has more than 25 eligible events, split it across submissions rather than trimming the list.

The Copy Data section holds each value on its own copy button — the transaction IDs from the last 60 days, and the FNSKU — so nothing has to be retyped into Amazon's form.

Customer Return

When a customer receives a refund or a replacement, Amazon expects the item to come back to a fulfilment centre. If it is not returned within 60 days, Amazon will usually charge the customer again and reimburse your seller account automatically. Some returns, though, are never resolved and never reimbursed — the money simply stays gone.

This tab shows one row per order, following it from sale through refund to whatever did or did not come back:

Column	Meaning
Order ID / Item	The order and the product it was for.
Order Date, Units Sold, Revenue	The original sale.
Refund Date, Units Refunded, Refund Amount	What you gave back, and when — the refund date starts the claim clock.
Units Returned	How many units physically came back to Amazon.
Reimbursed (Cash)	Units Amazon settled by paying you.
Reimbursed (Inv)	Units Amazon settled by returning stock to your inventory instead of paying.
Missing	Units neither returned nor reimbursed in either form.
Potential Money Back	What those missing units are worth.
Claim Window	Where this order sits in Amazon's timetable, and the Claim action once it is open.
Status	Pending Eligible

Two reimbursement columns exist because Amazon settles these two different ways, and only one of them is money. A unit returned to your inventory has been made good in stock, not in cash.

Reading the claim window

Claims can generally be filed between 60 and 120 days after the customer refund or replacement — a window that opens late and then closes.

Status	Claim Window shows	What it means
Pending	e.g. in 32d	Too early. The window has not opened yet, and the customer may still return the item — in which case there is nothing to claim. Wait.
Eligible	e.g. 46d left, with a Claim action	The window is open and this is claimable now. The countdown is how long you have before it closes for good.

Eligible is the only status that needs you. Pending rows resolve themselves most of the time — either the item arrives or Amazon reimburses you. But an eligible row that is never claimed expires quietly and is worth nothing afterwards. Checking this tab on a schedule matters more than checking it thoroughly.

Step 1 — Find eligible returns

Use the Eligible filter to show only the returns currently inside the claim window. Sort by Claim Window to bring the ones about to expire to the top.

Step 2 — Submit your claim

Use the Claim action in the Claim Window column. The dialog links to the Customer Return Claims page in Seller Central, where you find Submit your claim and enter the Order ID when asked for the order reference, then follow Amazon's instructions to file and track it.

Copy Data gives you the Order ID, the SKU and the number of missing units, each on its own copy button.

A workable routine

Both windows are measured in weeks, so this does not need daily attention — but it does need regular attention, because nothing here waits for you.

Customer Return, filtered to Eligible, sorted by claim window

Deal with anything close to expiring first. These are the claims that disappear if ignored.

Lost & Damaged, filtered to Unresolved, sorted by potential

Work down from the largest. Check the eligible counts in the drawer before opening a claim dialog — older events may be outside the 60-day window.

Batch submissions, up to 25 references at a time

Filing several items in one sitting is far less work than filing them one at a time across the week.

Potential Money Back is an estimate, not a promise. It is what the missing units are worth on your numbers. Amazon decides each claim on its own terms and may reimburse a different amount, or decline. Treat it as a way to rank what is worth your time, not as a receivable.

Reimbursements Amazon has already issued — including ones you never claimed — are listed under Transactions & Finances, and they flow into your Profit & Loss as income. Money Back is specifically about the cases Amazon has not settled.

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