Basics

FBA refunds — how the reimbursement ledger works

Under Refunds in the sidebar (Scale tier and higher) Sellerwerk lists every reimbursement claim it has either detected for you or filed on your behalf with Amazon. The page is a ledger — three summary tiles at the top, a filterable table below, every row tied to a single ASIN and reason code.

What you see at the top

Detected— Sellerwerk's worker found a candidate (e.g. an FBA-lost unit), no claim filed yet. This is where you decide if the case is worth filing.
Pending — claim filed with Amazon, awaiting their decision. Amazon typically takes 30-60 days.
Recovered — sum of approved + paid amounts. Approved means Amazon agreed; paid means the credit appeared in your Finances API report and was reconciled.

How the worker finds candidates

Every day at 05:00 (in your organisation's timezone) Sellerwerk reviews the last 30 days of your FBA inventory movements and customer returns at Amazon. We flag cases where:

FBA inventory disappeared without a sale (lost unit).
FBA inventory was marked damaged at the warehouse.
A customer return was issued but the unit was never received back (or was received damaged).
An inbound shipment was logged but units never arrived (inbound lost).

Each candidate becomes a row with status detected. Sellerwerk doesn't auto-file claims — you review and submit.

The 5 reason codes

FBA lost (fba_lost) — unit counted into FBA but lost in Amazon's warehouse network before any sale.
FBA damaged (fba_damaged) — unit marked damaged at the warehouse and not sellable.
Customer return (customer_return) — customer returned the item but Amazon either never received it back, received it damaged, or never restocked it.
Inbound lost (inbound_lost) — your shipment to FBA was logged as sent but units missing on arrival.
Outbound lost (outbound_lost) — unit shipped to a customer but lost in transit (carrier-level loss, eligible for reimbursement).

The 6 statuses a row can have

Detected — candidate found, no claim filed. Action needed.
Pending — claim filed with Amazon, waiting for decision.
Approved — Amazon approved the claim, amount confirmed.
Paid — credit appeared in your Finances API report and Sellerwerk reconciled it.
Rejected — Amazon rejected. Their reason is shown in the row detail.
Cancelled — you cancelled or withdrew the claim before submission.

How to file a claim

Open a detected row. Sellerwerk shows the ASIN, marketplace, reason code, and the SP-API request-id used for detection (so you can audit the source data).
Click File claim. The worker submits to Amazon's Finances API; the row moves to pending with a real claim_id from Amazon.
Amazon reviews — typically 30-60 days. The row stays pending; daily polling updates it.
On approval the status moves to approved; once the credit appears in Finances API it becomes paid and adds to your Recovered tile.

Why some candidates aren't worth filing

Amazon's reimbursement policy has limits — claims older than 18 months are auto-rejected, and very low amounts (under €1-2) may take more time to file than the credit is worth. Sellerwerk surfaces every candidate but doesn't hide low-value ones. That's your call.

Frequently asked

Does Sellerwerk auto-file claims?

No. Detection is automated; filing is a one-click human action. We chose this because Amazon penalises sellers who file invalid claims at scale — keeping a human in the loop protects your account standing.

What if a claim is rejected?

The rejection reason is stored in the row metadata. Common rejections: claim outside the 18-month window, unit already reimbursed via a different process, evidence insufficient. You can manually re-file with additional evidence by opening a Seller Central case — Sellerwerk doesn't support contested re-files yet.

What about historical claims I filed manually?

You can add legacy claims via the row-level edit — enter the Seller Central ticket-id in the claim_id field and Sellerwerk will track resolution alongside automated detections.

For questions: support@sellerwerk.de.