Self reimbursed
If your review shows that you have initiated the reimbursement to the customer yourself, please click on "Close case" in the pop-up when submitting a new case or on "Next step" for an already opened case and select "Close case - Self reimbursed" as the reason. The case will then be closed. There is no fee for this. Should we determine that there is a subsequent refund from Amazon for this case, we will charge a penalty fee of 50% of the payout.
Successful refund
As a rule, Amazon will confirm the submitted error and inform you of the amount and transaction number of the refund. In this case, you do not need to do anything. It is not necessary to give us the answer. We will automatically recognize the refund and close the corresponding case. There is a fee of 20% of the Amazon refund.
Successful product replacement
Amazon confirms that one or more products are missing from your inventory and replaces them with identical products. The product will be added back to your stock. In this case you do not need to do anything else. It is not necessary to give us this answer. We automatically recognize the refund and close the corresponding case. There is a fee of 20% of the estimated refund for the replaced product.
Response time expired
This is a system status. A case is closed automatically for a fee when the response time of a case expires. You have 30 days after a case has been found to submit it to Amazon. If a case has been submitted, either a payout or a response from Amazon must follow within 7 days. If the case is submitted for review or manual processing by SellerLogic, the response time will be removed. If the case is transferred to the user again, the response time of 7 days restarts from this time. After the automatic closing a reopening of the case is not possible. The fee of 20% of the expected reimbursement will be charged regardless of the further course of the case.
Expiry date expired
This is a system status. A case is automatically closed when the calculated deadline for submitting a new case expires. Amazon has different deadlines for different errors. After automatic closing, the case cannot be reopened. The fee of 20% of the expected refund will be charged regardless of the further course of the case. If a case is automatically closed within 5 days after the discovery, we do not charge a fee as a gesture of goodwill.
Note: The period that ends first always applies.
System correction
This is a system status. A case is closed automatically if we determine that there is an error in the determination of the case data. In this case, you will not be charged a fee.
Manual Correction
The case is closed manually by a support employee because an error was found when the case was determined. In this case, you are not charged a fee.
Manual Assignment - Reimbursement
The refund data transmitted by Amazon is not unique. A support employee manually assigns this data to a lost & found case. After the manual assignment, an automatic system check takes place. If this is successful, the case is automatically closed by the system. A fee of 20% is incurred.
Manual Assignment - Replacement Product
The data transmitted by Amazon for the product replacement is not unique. A support employee manually assigns this to a lost & found case. After the manual assignment, an automatic system check takes place. If this is successful, the case is automatically closed by the system. There is a fee of 20% of the expected refund.