Overview
This US-based kitchenware brand already had an FBA reimbursement tool in place, so they believed their claims were being handled. The tool submitted reimbursement claims automatically each month, but when Amazon requested invoices, proof of delivery, or additional documentation, it did not provide the required response or documents. When Amazon rejected submitted documents, the tool often closed the cases without further follow-up or escalation. As a result, valid reimbursement opportunities were being lost month after month, not because the claims were ineligible, but because no one was actively following up when Amazon challenged them. AMZOS stepped in to review the account, identify unresolved claims, and pursue the reimbursements that the automated service had left unresolved.
Amazon requested invoices and proof of delivery on multiple claims. The reimbursement tool sent a notification to the seller but never actively followed up to flag that their input was needed, so the cases sat idle until Amazon closed them without payment.
When Amazon rejected submitted documents, the service accepted the rejection and closed the cases instead of providing stronger evidence or escalating the claims through Seller Central.
The tool only filed basic lost and damaged claims, missing FBA fee overcharges, unreturned customer refunds, and inbound shipment discrepancies entirely.
The tool continued submitting claims automatically, so the brand assumed the reimbursement process was working and did not realize that valid claims were being lost when Amazon challenged them.
Reviewed six months of reimbursement cases and sorted them into approved, pending, rejected, and closed without payment to identify where recoverable money was being lost.
For claims waiting on invoices or proof of delivery, gathered the required documents from the brand and submitted them directly to Amazon.
Reviewed rejected claims, addressed Amazon's reasons for rejection, provided additional evidence where available, and escalated cases that could still be pursued.
Replaced the automated process with ongoing manual monitoring, ensuring every open claim received a response, follow-up, or escalation instead of being left unresolved.
Same claims. Same account. A human behind it made all the difference
From previously rejected, stuck, and closed claims in the first 60 days
Previously closed cases resolved in the brand's favor after proper escalation
Improved by responding to every document request and challenging rejected claims with stronger evidence
