Recover money Amazon owes you

Amazon loses and damages FBA stock, refunds orders that never come back, receives less than you shipped, and sometimes charges the wrong fee. It pays for some of that on its own, but much of it has to be claimed, one case at a time, before a deadline. Recovery reads your Amazon data, lists every claim with the case text already written, walks you through filing each one in Seller Central, and matches Amazon's payment to the case when it arrives. You keep everything you recover.

In the video:

• 0:02 Open Recovery
• 0:24 Read the Recovery home
• 0:50 Start a filing session
• 1:14 Check the case text
• 1:41 File it in four steps
• 2:10 Paste the case ID and save
• 2:36 Work from the full list
• 2:55 Cases on hold
• 3:16 File a short shipment
• 3:51 Assign cases to your team
• 4:09 When Amazon pays part of a claim
• 4:38 Check Amazon's payments
• 5:01 Plan re-measurements
• 5:35 Tune Recovery settings

Before you begin

• Your Amazon channel is connected to SKU.io and you use FBA. Recovery reads the inventory ledger, inbound shipments, returns, removals, reimbursements, and fees that SKU.io already syncs.
• You have access to Seller Central for the same account. SKU.io prepares each case, but you file it with Amazon yourself.
• Keep the supplier's invoice PDF on the purchase order in SKU.io. Amazon asks for it as proof of ownership, and Recovery attaches it to the case for you.
• For case text tailored to each claim, connect an AI key under Settings → AI Assistant. Without one, Recovery writes each case from a fixed template instead, and filing works the same way.

Open Recovery

1. In the sidebar, open Apps & Integrations.
2. Choose your Amazon channel.
3. Click FBA at the top of the page.
4. Click Recovery in the row of FBA tabs.

Recovery scans your Amazon data in the background and lists what it finds here. To check again at any time, click Re-scan; the scan's progress shows in the job tray.

Read the Recovery home

The home page answers three questions: how much you're owed, where your claims stand, and what to do next.

Tile	What it counts
Owed to you	Cases that are ready to file, with the number of cases and the nearest deadline.
Waiting on Amazon	Cases you've filed that Amazon hasn't paid yet.
Recovered this year	What Amazon has paid against cases you filed this year, including cases it paid in part.
Amazon paid automatically	Payments Amazon made on its own this month. There's nothing for you to do.

Below the ready-to-file card, a strip follows every case through its stages:

Stage	Meaning
Found (still checking)	SKU.io isn't fully sure about the claim yet. Check the evidence before filing.
On hold	The case has been checked, but it can't be filed yet. Each case says why. See Cases on hold.
Ready to file	Your turn: the claim is solid, the case text is written, and Amazon accepts it today.
Waiting on Amazon	You've filed the case. SKU.io watches for Amazon's payment.
Paid	Amazon paid the case, in full or in part.
Closed	The case was denied, dismissed, or its deadline passed.

Further down the home page, the Re-measurements card plans which fee overcharges to claim this month. See Plan re-measurements.

Every case shows how long you have left to file it. The deadline chip turns amber when fewer than 14 days are left and red under 7 days. Amazon's windows differ by type of claim, so the most urgent cases are always listed first.

File your cases in a filing session

A filing session takes you through every case that's ready to file, most urgent first.

1. On the Recovery home, click Start filing session. The header shows which case you're on (for example Case 1 of 7), what went wrong, the amount, and the days left to file.

   

2. Read Why we think Amazon owes you. It explains the claim in one sentence and shows the math, such as the number of units times your cost. Click Show the evidence to see the numbers behind it.

3. Check the case text under Case text to paste into Amazon. Written by AI from N facts means it was drafted only from the facts listed under Facts used. The Detailed version is shown first. It walks Amazon's agent through the evidence, so they can check the claim without asking you for more. Switch to Concise for a shorter text, or click Regenerate for a fresh draft. You can edit the text; your changes are saved as you type, and automatic updates never overwrite them.

   The text ends by offering Amazon the files SKU.io prepares for the case, for example "I can provide an evidence extract (CSV) of the Amazon records behind this claim if needed." If you'll attach those files, tick I'll attach the files from step 2 under the text (the files are under Give Amazon the case), and the sentence changes to "I have attached …". SKU.io remembers your choice for the next case.

   

4. Under File it in 4 steps (3 for some claims), work through the steps the case spells out. Each one has a Copy button next to anything you need to type:

   1. Check Amazon hasn't already handled it. Amazon often pays for or finds these on its own, and a claim it already handled is denied. Click Open Amazon's Resolved list and search for the ID the case gives you. If it's listed, don't file: click Not claimable. If it's in the In progress list, Amazon is already investigating, so check back later.
   2. File it. Where the claim is filed depends on the claim and the marketplace:
      • In the US, most claims are filed in Amazon's own claim tool at the bottom of its reimbursement policy page, under File it in Amazon's claim tool. Click Open the claim page, scroll to the tool the case names (for example Check FBA order reimbursement status), enter the ID the case gives you, and choose the option it names. If Amazon shows the item as eligible, file the claim. If it says Pending eligibility, come back once the window opens.
      • In other marketplaces, and for fee disputes and chargebacks, the claim is opened through Seller Assistant, Amazon's support chat, under Start a chat in Seller Assistant. Send the messages the case gives you, give it the ID it asks for, then ask to connect with a support agent.
      • Canada and Mexico are reached through the US Seller Central. First switch the marketplace at the top of Seller Central, as the case tells you.
   3. Give Amazon the case. Click Copy the case text and paste it where Amazon's claim asks for details. Under Attach this file (or Attach these files), click Download next to each file and attach it too, or add it with the + button in Seller Assistant.
   4. Paste Amazon's case ID. See step 6 below.

   The evidence extract is a CSV written for Amazon's agent: the claim with Amazon's own IDs, the evidence behind it, and the matching rows from the Amazon reports SKU.io keeps for you, such as the FBA Customer Returns report and the Settlement report for the order, or the Inventory Ledger for the unit. Where your cost matters to the claim, the supplier's invoice for the units is offered as a PDF too, when one is stored on the purchase order in SKU.io.

   If Amazon asks for anything else, it's here lists the details Amazon may ask for, such as the SKU, order ID, event date, units and unit cost, each with a Copy button.

   An inbound shortage is filed from the shipment itself (see File a short shipment).

   

5. Submit the claim. Amazon opens a case and sends its case ID in an email. You can also find it under Manage support cases in Seller Central.

6. Back in SKU.io, paste the ID under Paste Amazon's case ID, the last step. Amazon case IDs are a long number, usually 10 or 11 digits; a partial ID is flagged and can't be saved.

7. Click Save & next case. The case moves to Waiting on Amazon, and the next case opens.

On any case you can also:

• Click Skip for now to leave it in your queue and move on.
• Click Not claimable to dismiss it. Choose a reason, such as Already filed outside SKU.io, Amazon already reimbursed this, Units were found or returned, Our data is wrong, or Too small to pursue. Dismissed cases move to Closed.

Progress is saved as you go, so you can click Exit session at any time. When you reach the end, a summary shows how many cases you filed, skipped, and dismissed, and how much is now waiting on Amazon. Click File the … skipped now to go back through the ones you skipped.

File a short shipment

When Amazon receives fewer units than you shipped, it researches the whole shipment in one request, from the shipment's page in Seller Central. So an Inbound shortage case doesn't use the three filing steps. It shows a guide for the whole shipment instead, and every short SKU in that shipment is filed together, under one Amazon case.

1. Select an Inbound shortage case in the list, or reach one in a filing session. The case lists every SKU from the same shipment that's waiting to be claimed.

2. Check the note under Note for Amazon's "Additional information" box. It names the shipment, its fulfillment center, carrier and tracking, then lists each short SKU with the units shipped, the units Amazon received and the units missing, and the invoice you'll attach. The note always fits Amazon's 2,000-character box, and you can edit it before copying.

   

3. Follow File the shipment in 5 steps:

   1. Open the shipment in Seller Central. Click Open shipment ID in Seller Central. It opens that shipment's Contents tab, where Step 1. View discrepancies and request research lists the short SKUs. If Amazon says the shipment isn't eligible for research yet, come back once it is.
   2. Set each row's Status to "Research missing units". The table lists each SKU with its expected, located and missing units, as Amazon shows them. Don't choose Units not shipped: it tells Amazon you never sent the units, and the claim closes with nothing paid.
   3. Upload proof of ownership. Amazon asks for the supplier's original invoice as a PDF, not a purchase order or a pro forma invoice. It must show the invoice date, the product names and the quantities; you may hide the price. Click Download next to the supplier invoice, then upload it in Seller Central. SKU.io offers the invoice stored on the purchase order the units came from: the purchase order for that shipment, or else your latest one for the product dated on or before the shipment. When a SKU has no stored invoice, the step says so; upload the supplier's invoice from your own records.
   4. Paste the note into "Additional information". Click Copy the note, and paste it.
   5. Paste Amazon's case ID. After you submit, Amazon shows a case ID. Paste it, then click Save — mark N SKUs as filed. Every SKU in the shipment moves to Waiting on Amazon with that one case ID.

Check a case before it's ready

Cases in Found carry a One quick check before it's ready card. Look over the evidence; if the claim is right, click Looks right — move to Ready to file and it joins your next filing session. If it isn't, click Not claimable and give a reason.

Cases on hold

A case goes on hold when it has been checked but something has to happen before it can be filed. Its status chip reads On hold, and the case opens under On hold — what it's waiting on, with the reason at the top in an On hold: note. Typical reasons:

• Amazon paid the sourcing cost you have on file in Seller Central, so the cost has to be updated with your supplier invoice before you ask for the difference.
• Your warehouse is still receiving a removal order, so only the units still missing once it's closed can be claimed.
• Your product's measurements need checking before a fee claim.

Some claims can't be filed until a set time after the event. For example, Amazon gives itself 60 days after refunding an order to get the item back. A confirmed claim like that shows Confirmed — window not open yet and Opens in N days, and waits under On hold until the day the window opens. On that day it moves to Ready to file by itself, so Ready to file only ever lists claims Amazon accepts today.

Cases are put on hold through the Recovery API, for example by an AI agent that works your cases. In the app, you release a held case once its blocker clears: click Looks right — move to Ready to file, or Not claimable if it no longer applies.

Work from the full list

Click All opportunities to see every case in one list, sorted by deadline and amount, with the selected case's details in a pane beside it. That pane has the same case text and filing steps as the session.

• Turn the stage chips above the list (Found, On hold, Ready, Waiting, Paid, Closed) on and off to choose which cases you see, or click Assigned to me.
• Use the filters for what happened, marketplace, assignee, deadline, case text, cost, and date.
• Use the keyboard: J and K move to the next and previous case, C copies the case text, and F jumps to the case ID box.

To work on several cases at once, tick them in the list. The bar above the list shows how many you selected and their total, with these actions:

Action	What it does
Assign…	Opens a list of your team, with each person's open cases to file. Choose someone, or Unassigned. Assignees are reminded before a deadline passes.
Export case texts	Shows the case text for every selected case, ready to Copy all or Download .txt.
Dismiss…	Dismisses the selected cases. A reason is required.
File N selected in a session	Starts a filing session with just the selected cases.

Follow a case after you file it

Once a case is Waiting on Amazon, there's nothing to do until Amazon answers. SKU.io matches each reimbursement Amazon pays to its case after every sync. Open a case from the list to see its timeline. If Amazon writes back, click Record Amazon's answer and choose They asked for more information, They denied it, or They said they paid. View case in Seller Central opens the case on Amazon's side.

What happens next depends on the answer:

• Paid: the case shows the reimbursement that paid it, with its amount and date.

• Paid in part: the case shows how much Amazon paid and how much is still owed. Amazon doesn't raise a reimbursement from a reply on the old case: the rest is asked for in its Reimbursement Revaluation Tool, which opens a new case. Follow Ask for the rest in 3 steps: click Open the Revaluation Tool, give it the reimbursement ID the case shows (with the explanation written for you, if the tool asks for one), then paste the new case ID and click Save — revaluation filed. Both case IDs stay on the opportunity. Amazon values the unit at the sourcing cost you have on file, so check that cost first (see Check Amazon's payments). If you'd rather keep what Amazon paid, click Accept … as final.

  

• Denied: the case shows what Amazon said and an appeal written to answer it, under Appeal to paste into the case. Follow Reopen / appeal in 3 steps: copy the appeal, reopen the case in Seller Central (or open a new one that mentions the old case ID), and save the case ID.

  

• Heads-up — nothing to file: some cases are warnings rather than claims. For example, when Amazon reimbursed you for a return that later arrived, it's likely to take that payment back. Click Got it — dismiss once you've noted it.

Check Amazon's payments

Click Reimbursements to see every reimbursement Amazon has paid you, newest first. The tiles at the top compare what Amazon paid with what the units cost you. The Recovery case column shows where each payment came from:

Chip	Meaning
Case and a number	The payment matched a case you filed through Recovery. Click it to open the case.
Automatic	Amazon paid on its own, without a case. Nothing to do.
Filed outside Recovery	The payment carries an Amazon case ID, but the case was opened directly in Seller Central.
Taken back	Amazon reversed an earlier payment.

To find payments below what Amazon owes, open the vs. your cost filter and choose Underpaid. Each flagged payment shows Underpaid — open in Recovery, which opens the case asking Amazon for the difference. Click Request latest to fetch Amazon's newest reimbursement report.

A payment is underpaid only when Amazon paid less than its own policy owes:

What was lost	What Amazon owes
A unit lost or damaged before it was sold	Its manufacturing cost: what you paid the supplier, from the purchase order. Shipping, duties and handling aren't included.
A refunded unit Amazon kept or damaged	The sale price, less promotions and the fees charged on the sale. Until the order's fees show up in your settlement, the full sale price is used.

Amazon re-values a payment only through its Reimbursement Revaluation Tool, and it values the unit at the sourcing cost you have on file in Seller Central. If it paid exactly that cost, update the cost on Manage Your Sourcing Cost with your supplier invoice first, then ask for the difference in the tool. The sourcing-cost file helps keep those costs right.

The same tab also compares every payment with the FIFO cost of the units it paid for, and follows each lost unit to its outcome. See Check whether Amazon reimburses you at cost.

How claim amounts are worked out

Each claim asks for what Amazon reimburses, so a claim isn't valued at more than Amazon will pay:

• Lost, damaged or missing before a sale (lost or damaged in a warehouse, inbound shortages, removals): the unit's manufacturing cost. That's the price on the product's latest purchase order dated on or before the loss. For stock you had before you started using SKU.io, with no purchase order, it's the cost the product was counted in at. The cost of shipping the unit to Amazon isn't included, because Amazon doesn't pay it.
• Refunded orders (refunded, not returned; returns damaged by Amazon): the sale price, less promotions and Amazon's fees on the sale. If the sale can't be found, the unit's cost is used.
• Fee overcharges: the difference between what Amazon charged and the fee for your product's real size.

Removal orders

A removal case compares the units Amazon shipped back to you with the units your warehouse received, at least 15 days after the shipment. If your warehouse hasn't finished receiving the order, the case tells you to ask the warehouse to finish first: a package that arrived but isn't fully counted yet isn't a loss, and Amazon denies a claim for it. Claim only the units still missing once the warehouse has closed the order, and attach its receiving record.

A lost-in-transit removal claim is for a package that was never delivered. Check the carrier's tracking on the removal order in Seller Central before you file one.

Plan re-measurements

An FBA fee overcharge is claimed by asking Amazon to re-measure the product. Amazon limits how many it does:

• 20 products per account per month.
• Twice per product in 60 days. When two measurements in that time agree, Amazon won't measure again.
• Only while units are at FBA, because it measures a unit in its warehouse.

A corrected size also fixes the fee on every future order, so the Re-measurements card on the Recovery home ranks products by what a fix is worth in a year: the overcharge per unit times the units Amazon ships a month, times 12, plus the overcharge you can claim back now.

• The meter shows how many re-measurements you've used this month and when the count resets. When the remaining count has been read from Seller Central this month, the card shows that too.
• Best to file this month lists the products worth one of this month's re-measurements, in the order to file them, up to the number you have left.
• All N products with fee overcharges opens the full table, with each product's value and status:

Column	What it shows
Gap	Real gap: Amazon's size is far from yours, either 2 inches longer on a side or much heavier. Either Amazon measured it wrong, or your product's dimensions are wrong. Packaging-sized: about what a box or bag adds. Amazon bills the packaged unit, so these rarely pay.
Re-measure	Eligible, Below floor (worth less than your floor, so not worth a slot), Being re-measured, Cooling down (measured twice in 60 days; the tooltip says when it can be asked for again), Measured the same (Amazon already measured it and found the same size), or No units at FBA.
Last asked	The latest re-measurement for the product and Amazon's answer.

Each fee overcharge case shows the same verdict at the top: whether it's worth a re-measure this month and its rank, or why not.

Before you file a Real gap, ask your warehouse to measure and weigh one unit exactly as it ships to Amazon, in its box or bag. If that matches Amazon, update your product's dimensions and dismiss the case. If it matches your record, file the claim.

Tune Recovery settings

On the Recovery home, click Settings. Settings apply to one Amazon account at a time; if you have more than one, choose it under Amazon account first.

Setting	What it does
AI case text	Shows whether case text is written by AI, and which provider. When it's off, click Connect a key.
What to look for	One switch per type of claim. Turn off anything that doesn't apply to how you use FBA.
Minimum amount worth claiming	New opportunities worth less than this are skipped.
Re-measure only when worth at least (a year)	The value floor for re-measurements. Products worth less than this a year don't use one of Amazon's monthly re-measurements. The default is $50 a year.
Amazon re-measurements per month	Amazon's limit, 20 products a month per account.
Assign new opportunities to	The teammate who gets each new opportunity. They also get the reminder when a deadline is 7 days away.
Email me a weekly summary	A weekly email of what's ready to file and what Amazon paid.

Click Save settings. Changes to what to look for and the minimum amount apply from the next scan; opportunities already in the list stay.

The types of claim you can switch on and off:

Type	What Recovery looks for
Lost in warehouse	Units Amazon marked as lost in a fulfillment center and never found again.
Damaged in warehouse	Units Amazon damaged in a fulfillment center.
Refunded, not returned	Orders Amazon refunded where the item never came back.
Return damaged by Amazon	Returns that Amazon or its carrier damaged.
Inbound shortage	Shipments where Amazon received fewer units than you sent.
Removal lost	Removal orders where fewer units reached you than Amazon shipped.
FBA fee overcharge	Fulfillment fees charged at a bigger size or weight than your product.
Chargeback reversal	Chargebacks with no reversal posted afterward.
Disposed without authorization	Units Amazon disposed of without a disposal order from you.
Returned, not restocked	Sellable returns that never went back into stock.
Underpaid reimbursement	Reimbursements Amazon paid below your cost.
Reimbursed, then returned	A heads-up when Amazon paid for a return that later arrived.

Download the sourcing-cost file

Amazon pays many losses automatically, valued at the sourcing cost you give it in Seller Central. To help those automatic payments match your real cost, download a sourcing-cost file and upload it on Seller Central → Manage Your Sourcing Cost.

1. On the Recovery home, click Settings.
2. Choose the Amazon account, if you have more than one.
3. Under Sourcing-cost file for Amazon, click Download sourcing-cost file.

The file is a CSV, named with the date you downloaded it. It has one row per FBA seller SKU that's linked to a product in SKU.io:

Column	Required	Format	Notes
sku	Yes	Text	Your Amazon seller SKU, exactly as Amazon knows it. Each seller SKU appears once, even if you sell it in several marketplaces.
cost	Yes	Number, 2 decimals, no currency symbol	Your cost per unit: the average cost of the units you have on hand, or your latest cost when you have none on hand.
currency	Yes	Three-letter currency code, such as USD	The currency of the Amazon account's main marketplace.

Some SKUs are left out:

• A seller SKU that SKU.io can't find a cost for. After the download, the settings drawer shows how many products are in the file and how many were skipped because they have no cost yet. Add a cost to those products and download the file again.
• A seller SKU that's linked to more than one product, because SKU.io can't tell which cost applies.

Amazon provides its own template on the Manage Your Sourcing Cost page. If its column headers differ from sku, cost and currency, rename them before you upload. The settings drawer shows when you last downloaded the file; download it again whenever your costs change.

Next steps

• Price Amazon MFN listings differently
• Manage a connected app
• Save and pin table views

Video transcript

To see the money you're owed by Amazon, start from the sidebar, under Apps and Integrations. Under Quick Access, pick the sales channel whose claims you want to check. When the channel's page opens, click FBA, at the top of the page. In the row of FBA tabs, click Recovery. It's one place for every claim, from finding it to getting paid. The Recovery home shows what you're owed, in plain numbers. Owed to you counts the cases that are ready to file. Waiting on Amazon is money you've already claimed. Recovered this year is what has been paid for your cases. Amazon paid automatically covers payments Amazon made on its own, with no case needed. Below, the strip follows each case from Found to Paid. On hold lists the cases that can't be filed yet, each with its reason. To file the cases that are ready, click Start filing session. You work through each ready case, most urgent first. The header shows the amount and how many days are left to file. Why we think Amazon owes you explains the case in one sentence, with the math. Then click Show the evidence, just below that explanation. It opens the numbers behind the claim, straight from Amazon's reports. Below the evidence, your case text is already drafted, in the Detailed version. Written by AI means it uses only the facts under Facts used. Switch to Concise for a shorter text, or click Regenerate for a fresh draft. Any edits you make are saved automatically. The text offers Amazon the evidence extract that's prepared for the case. Check the box under the text if you'll attach that file, and the text says it's attached. Filing a case takes four steps, and the case spells out each one. First, check that Amazon hasn't already handled it, in Amazon's Resolved list. The case gives you the exact ID to search for. Next, file it in Amazon's claim tool, following the steps in order. Then, click Copy the case text, and paste it into the claim. Download the file under Attach this file, and attach it there too. If Amazon asks for anything else, the details are listed below. After you submit, Seller Central shows a case ID. Paste that ID into the box under Paste Amazon's case ID, in step four. A partial ID won't save, so copy all of the digits. When the ID is in, click Save and next case. The case moves to Waiting on Amazon, and the next case opens. Skip for now keeps a case in your queue for later. Not claimable dismisses a case, with a reason you choose. Click Exit session whenever you like; everything you've filed so far stays saved. All opportunities lists every case, most urgent first, with its details in a side pane. Use the stage chips and filters to narrow the list. Keyboard shortcuts move between cases and copy the case text. Turn on the On hold chip to see the cases that are checked but can't be filed yet. Select one, and the case opens with what it's waiting on, and the reason right at the top. This one needs the sourcing cost updated before the claim can go in. A confirmed claim also waits here until its window opens. On that day, it moves to Ready to file by itself. A short shipment is filed a little differently, because a single request to Amazon covers every product that came up short in it. Select a case marked Inbound shortage, and it shows every short product in that shipment. The note lists what was shipped and received, ready for the Additional information box. Below it, five steps follow the Seller Central screens. In the shipment's discrepancies, set each row listed here to Research missing units. Then attach the supplier's invoice, under Upload proof of ownership. One case ID then covers every product in the shipment at once. To share the work, tick each case you want a teammate to handle instead. Then click Assign, in the bar above the list. The dialog shows how many open cases each person already has. Choose a teammate, and the cases move to their list. Assignees get a reminder before a deadline passes. When Amazon pays, the payment is matched to your case automatically. Turn on the Paid stage, and the cases Amazon has paid join the list. Scroll down and select a case marked Paid in part. At the top, the case shows what Amazon has paid against it so far, and how much is still owed. The rest is asked for in Amazon's Reimbursement Revaluation Tool, and the steps are listed here. Give the tool the reimbursement ID, then paste the new case ID it gives you. The Reimbursements tab lists every reimbursement Amazon has paid. The tiles at the top compare what Amazon paid with what the units cost you. In the table, Automatic means Amazon paid without a case, so it needs no action. To find payments below your cost, open the cost filter and choose Underpaid. Each flagged payment links to a case asking for the difference. A fee overcharge is claimed as a re-measurement, and each account gets twenty a month. Go back to the Home tab, and scroll to the Re-measurements card. The meter at the top counts the re-measurements you've already used this month. Best to file this month lists the products worth a slot, valued by the fees a corrected size saves in a year. A real gap means the measured size is far from yours, so it's worth checking. Open the full table to see why the others wait. One product was already measured the same, so asking again won't help, and another is worth less than the floor you set in your settings. To tune what Recovery looks for, scroll back up and click Settings. Turn off any category that doesn't apply to how you use FBA. Set a minimum amount worth claiming, and who gets new opportunities. The re-measure floor and the monthly limit decide which products get a slot. You can also get a weekly summary by email. At the bottom, download a sourcing-cost file for Seller Central. It helps automatic reimbursements pay your real cost.