FAQs for Managed Refund Service

You can check the progress of your claims by going to the Claim Cases tab. You can filter your search via claim type, case ID, and claim status here.

The AWD permission is only required in the US marketplace. If you do not see the option in their region, it’s expected behavior, and the Managed Refund Service can still function without it.

Amazon shipment IDs are not tied to a specific marketplace. The marketplace shown (for example, “FR”) reflects the inventory location, not necessarily your sales market.

This means your products might be stored in one country but sold across multiple marketplaces. For instance, inventory shipped to the Czech Republic (CZ) can still be available throughout the entire European market, even though there’s no dedicated CZ seller site.

On the Inbound page, the marketplace shown corresponds to where Amazon provides the shipment ID data. Since a single shipment ID can serve multiple sales markets, the system displays data from one primary marketplace associated with that shipment.

Our system adheres to Amazon’s official lookback windows for each claim type:

• Inbound: 9 months (US), 6 months (EU)
• Warehouse & returns/replacements: 60 days

The reimbursement amount is calculated by adding the cash Amazon reimbursed and the value of the product units recovered and returned to inventory.
Reimbursement Amount = Reimbursed Cash + Value of Recovered Inventory

If you have not updated your manufacturing costs within Amazon, Amazon will provide a manufacturing cost estimate based on comparable products sold by Amazon, other sellers, and through wholesale channels. 
Steps to update manufacturing costs:

• Log in to Amazon Seller Central: Access your Seller Central account to manage your FBA inventory.
• Navigate to the Inventory Defect and Reimbursement portal: This is where you'll find the tools to manage your sourcing costs.
• Access the "Manage Your Manufacturing Cost" page: Locate and click on the "Manage Your Sourcing Cost" button within the portal.
• Choose your update method:
• Individual Update: Locate the specific item, FNSKU, or ASIN listing, click "Update" in the Action column, and enter your updated sourcing cost in the side panel.
• Bulk Upload: Click on "Bulk upload" on the Manage Your Sourcing Cost page. Download the pre-populated template with your listed ASINs or FNSKUs. Enter the updated costs in the "Seller Cost - New" column, then upload the modified template.
• Save changes and monitor status: After updating, save your changes and monitor the status of your submissions within the portal.
• Please also refer to https://www.helium10.com/uncategorized/amazons-march-10-2025-fba-inventory-reimbursem[…]ium-10s-managed-refund-service-can-protect-your-bottom-line/ for some additional information

• In Progress: The Case has been sent to Amazon
• Pending: The Pending Service team is working on the claim

The shipment ID can’t be incorrect. Amazon generates it when a seller creates a shipment in Seller Central.

Cases are submitted based on the claim type. See below for the timeline for each claim type:

• Inbound Cases – Claims are submitted 30 days after Amazon receives the goods.

• Warehouse Cases (including Lost and Damaged) – Claims are submitted 5 days after the loss or damage date, as Amazon’s guidelines allow 4–5 days for automatic inventory claims. If Amazon has already opened an investigation and recorded a return explanation in Seller Central, we will not submit a case.

• Return & Replacement Cases – These follow the same process as Warehouse cases, with an additional 5-day buffer added to the lower limit of Amazon’s claimable window.

All data comes from the Amazon Reimbursement report. Thus, the Case ID status cannot be inaccurate.

You will receive this warning if your account has become inactive or needs to be reauthorized. Follow the prompts within MRS to resolve the issue and continue using the service.

The claim type cannot be displayed incorrectly, as this information is pulled directly from Amazon.

• If the user changes the packing slip template, it will be saved immediately when the user clicks the save button.
• The packing slip will still be the old template for shipment IDs present before the user makes changes to the template.
• A new packing slip will be generated with the new template if the shipment ID has been changed.

If you are seeing a reimbursement status but have yet to receive it, we highly suggest you reach out to Amazon Support for further assistance on your reimbursement to ensure it is received.

To manage your MRS email notifications:

• Open the account menu at the top right and select Notification Settings
• Click on the Managed Refund Service Tab
• Check/Uncheck the Email Notification box
• If you want to add an email, click the blue Add button
• To remove an email, click the trash icon

All claims shown are claims that Helium 10 has submitted. Reporting begins on the date claims began being processed. We are unable to pull historical claims submitted by users themselves.

At this time, the feature is only supported in the following markets:

North America

• United States

• Mexico

• Canada

Europe

• United Kingdom

• Germany

• France

• Italy

• Spain

• Netherlands

• Sweden

• Poland

• Belgium

Yes! Users will receive a weekly claims report in their email inbox.