FAQs for Managed Refund Service

July 08, 2025 19:39

Where do I check on the progress of my Case ID reimbursements?

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.

How is the reimbursement amount calculated?

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

What is the difference between pending and in progress for Inbound claim status?

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

My Shipment ID is incorrect; how do I correct this?

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

The status for my Case ID shows as “Reimbursed,” but it is inaccurate - what could be the reason?

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

What do I do if I get a Fix "Setup Account" Status popup?

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.

My claim type is not correct for a Case ID - how do I correct this?

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

I just created my packing slip template and noticed that the information has not yet been populated on the screen. How long does it take to load?

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.

The status shows that I received a reimbursement, but I haven't received it yet. What should I do?

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.

How do I add, remove, or manage my MRS email notifications?

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

Does “All claims” show only claims Helium 10 has submitted or even ones I have submitted on my own?

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.

Which markets are currently supported for the FBA Fulfillment Fee feature?

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

Does the dashboard send me weekly or monthly claims reports by email?

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