You Have FULL RIGHT to Your FBA Reimbursements. Here's Why

With our FULL SERVICE we've been helping Italian Sellers every day for some time to recover all their FBA Reimbursements on lost, damaged, unreturned, misplaced, destroyed merchandise...

But we often still find that our customers ask us: "But do I really have the right? Can Amazon do something against me if I request FBA Reimbursements? But does requesting FBA reimbursements impact my account HEALTH?".

And sometimes it happens that Amazon operators, in order not to reimburse but - above all - to close the case on which they are evaluated and "timed" based on the speed with which they "solve" it, have a tone that is anything but friendly with the Seller, violating their own Policy themselves (as we'll see later).

We've collected some useful information for you together with Dr. Alberto Caschili, legal consultant expert in protecting Amazon Sellers.

This information can help you feel confident in requesting your FBA Reimbursements from Amazon.

Yes, because you have full right to them!

Why You Have Full Right to Request Your FBA Reimbursements

As a Seller and Vendor on Amazon you have full right to receive your FBA Reimbursements if Amazon makes errors by losing, damaging, misplacing, destroying, not properly managing returns and your merchandise. This is confirmed by Amazon Policy and Italian law (civil code).

Let's see how.

Amazon Policy States That:

• "If an item sent to Amazon as part of the Fulfillment by Amazon service is lost or damaged at a facility or by a carrier managed by Amazon or on behalf of Amazon, we will replace that item with a new item of the same FNSKU or reimburse you."

• "If your item is eligible under this policy and Amazon has not yet reimbursed you, you can file a reimbursement claim. The procedure for filing a claim varies depending on the stage of the fulfillment process the item was in when it was lost or damaged: 1) shipment to Amazon, 2) Fulfillment center operations, 3) Fulfillment by Amazon customer returns, 4) Removals"

• "If we decide to reimburse you following a claim related to fulfillment center operations or a claim related to a removal order, we will credit you an amount equal to the estimated proceeds from the sale of that item, unless the item was in unsellable condition at the time of its loss, damage, or removal from the Amazon Fulfillment Network. For this type of item, Amazon will calculate the reimbursement amount based on the estimated proceeds from the discounted sale of each unit. To determine this value, we may request additional information and documentation from you."

For the Amazon Business Solution Agreement:

Section F-4

• "Where during storage there is a loss or damage to items, we will compensate You in accordance with the Fulfillment Guidelines of the applicable Amazon Site. In case of compensation for the value of an item, we may dispose of the item pursuant to Section F-7. In all other cases, You will be solely responsible for all losses or damages to items".

According to the Italian Civil Code:

Logistics in Italy as we know it - and as it's managed in Amazon - was concretely regulated in 2022 with the adoption of art 1677 bis which refers, in turn, to other typical contracts present in the civil code: rules of deposit, custody, transport and other contracts provided by the legal system.

The relationship between Amazon Logistics and Seller is therefore configured as a real service contract. In this type of contract the responsibility for damages or loss of things refers to the custody obligation that arises for the subject who performs the warehouse role (therefore Amazon in this case).

To mention parts of jurisprudential decisions on the matter:

• "The depositary is liable "ex recepto" for damages resulting from the loss of deposited things, regardless of the ascertainment of a specific fault, unless they provide liberating proof of force majeure, in its meaning of an unforeseeable event and not avoidable with the diligence of a good family father." - Appeal Milan, September 17, 1999

• "Liability for damages resulting from the loss of the deposited thing, regardless of the ascertainment of a specific fault of the depositary, arises "ex recepto", by the very fact of the deposit, unless the depositary offers liberating proof that that event occurred as a consequence of a fact not attributable to them, or of an (fortuitous) event unforeseeable and unavoidable with the diligence of a good family father." - Court Naples, February 9, 1980

Certainly therefore Amazon reimburses its errors to the Seller, as per Italian legal system and especially as per its Policy. And you Seller - you have full right to it.

Can Requesting FBA Reimbursements Negatively Impact Your Seller Account Health?

No. Especially if you know what you're doing when you request them or if you rely on a single reliable provider.

In order to respect Amazon Policy and the Seller Code of Conduct, our Eagle Eye FULL SERVICE Team acts so that:

• Your Cases are not duplicated (therefore not forwarding new cases on existing problems already reported in open cases). In fact according to Amazon Policy it's not allowed to duplicate cases. It goes without saying that it's important that your FBA Reimbursements are managed by ONE SINGLE reliable provider, as having different providers could lead to Case duplication, not compliant with Amazon.

• Not too many Cases are opened per day on your Seller Account. According to the Code of Conduct the Seller must not "abuse the case tool" - and this includes openings and Reimbursement requests with excessive frequency.

• There is never misleading behavior, inappropriate or offensive in managing your Cases. According to the Code of Conduct between the Seller and Amazon there must never be a threatening, aggressive or offensive tone. So if you happen to get a call from an Amazon operator who speaks to you with an offensive tone, remind them of Amazon Policy yourself.

• Cases related to shipments are not kept open if there are no supporting documents (delivery note, transport document, invoice etc.) to attach to Amazon. On this point there is no Amazon rule that expressly prohibits it, but Amazon Support operators are evaluated with timed activities and this can lead to unpleasant statements from Amazon assistance (not justified and to be condemned).

In no way does Amazon threaten closure or suspension of the Seller Account within its Policy or Business Solution Agreement.

As you can see there aren't many points of attention, but it's essential to rely on a single serious and reliable third-party provider for requesting your FBA Reimbursements - in order not to run any risk, which however remains completely remote.

And Finally, Can You Delegate the Request of Your FBA Reimbursements to Third-Party Providers - Like Eagle Eye FULL SERVICE?

YES. You can precisely enable providers as SECONDARY USERS in your Seller Account: "You can allow other users (e.g. employees, co-owners or providers) to access your account by inviting them as secondary users." (Amazon Policy)

Providers like Eagle Eye Software FULL SERVICE - can open and manage your Amazon Cases in order to obtain FBA Reimbursements for your Account. In fact, when enabling the secondary user - there is the appropriate item to enable for CASE and REIMBURSEMENT management (with "view and edit").

As you'll have understood, delegating the management of your FBA Reimbursements is not only necessary to recover cash for your Amazon Business but is also safe and legitimate. Especially if you rely on a single capable provider, who knows how to request your FBA Reimbursements.

The experts at Eagle Eye Software - the number 1 Italian solution in Italy for almost two years in the FBA Reimbursements field - will take care of all the details until your FBA Reimbursement has been obtained, respecting Amazon Policies and your Seller Account.

While Eagle Eye Software takes care of the entire process of requesting your FBA Reimbursements, you'll be free to relax or take care of other aspects of your business. The best part is that with FULL SERVICE we work for you and you only pay a percentage on what has actually been reimbursed to you!

Amazon FBA reimbursements can give a boost to your cash flow and help you succeed as an Amazon seller.