Lost & Found manages searches across different case types. Each case is assigned a status corresponding to its current processing stage. Additionally, changing the status of a case may involve an associated reason, which influences the application of Lost & Found fees described below.
Info: If you wish to disable the search of a specific case type, please contact SELLERLOGIC Support.
Case types
Lost & Found categorizes each recorded case with its corresponding type. Below is the list of all case types along with their respective descriptions.
| Case type | Description |
|---|---|
| Order | It applies to cases when the items returned by the buyer were not reported by Amazon as returned. |
| Lost return in warehouse | It applies to cases when the items reported by Amazon as returned are missing at the Amazon fulfillment center. |
| Stock | It applies to cases when some of your inventory stored in the Amazon fulfillment center is lost. |
| Damaged / Destroyed | It applies to cases when some of your inventory contained in the Amazon fulfillment center is damaged or destroyed. |
| FBA fees | It applies to cases when the FBA fee was overcharged due to the incorrectly determined dimensions of your inventory. |
| Inbound shipment | It applies to cases when some of your inventory sent to the Amazon fulfillment center is missing. |
Case statuses
Each Lost & Found case is assigned a status to reflect the current state of the case. Below is the list of all case statuses along with their respective descriptions.
| Status | Description |
|---|---|
| New | The status for newly detected cases requiring to be submitted on Amazon SellerCentral within 30 days (or another period as indicated in the “Expires in” field. These cases can be viewed on the "New cases" page. |
| In progress | The status for submitted cases and awaiting further action from Amazon. In case there is no action from Amazon within 4 days, the status of the case will automatically change to “Customer action required”. |
| Customer action required | The status for cases requiring your action within 7 days (or another period as indicated in the "Closes automatically in" field). These cases can be viewed on the "Action required" page. |
| Waiting for reimbursement | The status for cases waiting for the reimbursement details to be reported. In case there are no reimbursement details from Amazon within 14 days, the status of the case will automatically change to “Customer action required”. |
| Waiting for reimbursement confirmation | The status for cases waiting for the reimbursement details to be confirmed upon providing the reimbursement ID. In case there is no reimbursement confirmation from Amazon within 14 days, the status of the case will automatically change to “Customer action required”. |
| Manual review | The status for cases that require processing by the SELLERLOGIC support manager. |
| Under review | The status for cases undergoing a special system check. |
| Reviewed manually | The status for cases undergoing a review by the SELLERLOGIC support manager. |
| Closed | Successful | The status for closed cases with the successful result. |
| Closed | Rejected | The status for closed cases with the unsuccessful result. |
SELLERLOGIC Platform provides notifications regarding case status updates through two primary channels: email messages and in-app notifications. To learn more about SELLERLOGIC in-app notifications, see SELLERLOGIC | Notifications.
All types of email notifications can be viewed and managed on the “Notification center” page. To learn more, see SELLERLOGIC | Notification center.
Status reasons and SELLERLOGIC fees
When the case status is changed, it may have a certain reason assigned to it. Below is the list of all status reasons along with their respective descriptions and related SELLERLOGIC fee. To see the record of all the fees applied for the Lost & Found cases, go to the “Transactions” page.
| Reason | Description | SELLERLOGIC fees |
|---|---|---|
| Successful reimbursement | Amazon has confirmed the issue within the submitted case and provided the reimbursement. The refund is recognized automatically, so it is not necessary to provide a reply. | The case is closed with the “Successful” status charging the fee of 20% of the Amazon reimbursement. |
| Manual transaction | The required reimbursement transaction details have been manually assigned to the case by the SELLERLOGIC support manager. | The case is closed with the “Successful” status charging the fee of 20% of the Amazon reimbursement. |
| Manual assignment - Reimbursement | The reimbursement data provided by Amazon was not clear and needed to be checked and manually assigned to the case by the SELLERLOGIC support manager. | The case is closed with the “Successful” status charging the fee of 20% of the Amazon reimbursement. |
| Product successfully replaced | Amazon has confirmed the missing items from your inventory and replaced them with identical ones. The replacement is recognized automatically, so it is not necessary to provide a reply. | The case is closed with the “Successful” status charging the fee of 20% of the estimated reimbursement for the replaced product. |
| Manual assignment - Product replacement | The information provided by Amazon on the product replacement was not clear and required to be checked and manually assigned to the case by the SELLERLOGIC support manager. | The case is closed with the “Successful” status charging the fee of 20% of the estimated reimbursement for the replaced product. |
| FBA fees reimbursed |
The FBA fees have been successfully reimbursed. *Only for the “FBA fees” cases |
The case is closed with the “Successful” status charging the fee of 20% of the Amazon reimbursement. |
| Reaction time expired |
No action was taken from your side regarding the case within the specified timeframe of 7 days (or another period as indicated in the "Closes automatically in" field). As a result, the case was closed without the possibility of reopening. Note: If Amazon does not provide a response or reimbursement within this timeframe, contact SELLERLOGIC Support with the request to extend the response period. |
The case is closed with the “Rejected” status charging the fee of 20% of the estimated reimbursement. |
| Reporting deadline expired | The case was not submitted on Amazon SellerCentral within the submission timeframe of 30 days (or another period as indicated in the “Expires in” field). As a result, the case was closed without the possibility of reopening. |
The case is closed with the “Rejected” status charging the fee of 20% of the estimated reimbursement. Note: If a case is closed for this reason within 5 days of the discovery, you will not be charged any fee. |
| Fee based rejection upon customer request | The case handling is declined based on your personal assessment of the reimbursement. | The case is closed with the “Rejected” status charging the fee of 20% of the estimated reimbursement. |
| Self reimbursed | The reimbursement was initiated on your own accord on Amazon SellerCentral independently from Lost & Found. This reason is assigned to the case after selecting “Close case” within the new case overview form and specifying “Self reimbursed” as the reason. If the case is not new and the reimbursement was initiated outside Lost & Found, inform SELLERLOGIC Support to assign this reason to the case manually, ensuring no fee will be incurred. |
The case is closed with the “Rejected” status without any fee charged. Info: If the system determines that there is a subsequent reimbursement from Amazon for this case, you will be charged a fee of 50% of the payout. |
| Non returnable product | The case involves certain products that are considered by Amazon as non-returnable. Such products are not covered by the FBA Lost and Damaged Inventory Reimbursement policy. In the future, they will not be considered during the case search. | The case is closed with the “Rejected” status without any fee charged. |
| Manual adjustment | The case contains an error and is closed manually by a SELLERLOGIC support manager after the review. | The case is closed with the “Rejected” status without any fee charged. |
| Research missing units |
You indicated that there was no option to initiate an investigation for at least one SKU within the “Inbound shipment” case by assigning the “No selection available on Amazon” status to the shipment items. *Only for the “Inbound shipment” cases |
The case is closed with the “Rejected” status without any fee charged. |
| Reject units |
You indicated that the items within the “Inbound shipment” case had not been sent to Amazon by assigning the “Units not shipped” status to the shipment items. *Only for the “Inbound shipment” cases |
The case is closed with the “Rejected” status without any fee charged. |
| System adjustment | The case is closed by the system automatically when the error is determined within the case data. | The case is closed with the “Rejected” status without any fee charged. |
| Other | The status of the case is changed due to the other reason described within the “Message” form on the “Case overview” page. | The case can be closed either with the “Successful” or “Rejected” status. |