Managed Refund Service Overview

The Managed Refund Service is designed to put your business first while streamlining the refund claims process and eliminating the stress of manual procedures. This article covers the following topics:

• What is the Managed Refund Service?
• How it works
• What is the difference between MRS and Refund Genie?
• Setting up your account
• Create your Packing List for Inbound Claims
• Add a New Account
• Account Statuses for Managed Refund Service
• Enabling Inbound Claims
• Claims Overview
• Claim Cases
• Inbound Page
• How to Resubmit a Failed Claim Case
• FBA Fulfillment Fees
• Billing
• Which Amazon Marketplaces are supported?

What is the Managed Refund Service?

Managed Refund Service (MRS) is a refund recovery service offered by Helium 10. It is maintained and operated by Helium 10 and our backend service team. MRS aims to recover funds for sellers from Amazon by identifying and submitting recovery claims on their behalf.

How it works

Once opting into MRS, you will connect your account(s) to set up claims service provided by our service team. We highly suggest opting for inbound claims and creating packing lists to begin the process of inbound claims submissions.

What is the difference between MRS and Refund Genie?

Refund Genie provides you with the reports to help find which claims to file and requires you to manually file and submit claims directly to Amazon via Seller Central. Managed Refund Service is a premium service that will be completely hands-free. Once you set up your account(s), our team will handle all claim identification and submission on your behalf.

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Setting up your account

Access Managed Refund Service:

• Select the Products tab on the navigation bar at the top of the screen
• Select Monitor & Manage Your Business
• and then select Managed Refund Service 

When accessing the Managed Refund Service for the first time, you will be prompted to select “Connect to Amazon” to begin to set up your account(s). By connecting to Amazon, you are allowing the service tool to connect to your Amazon Seller Central token to find accounts to provide MRS service to.

If you have not yet connected your Amazon seller token to Helium 10, you can read more information here on how to do so before connecting to Amazon for Managed Refund Service.

After connecting to Amazon, you will have the ability to select which account(s) you would like to set up for Managed Refund Service in the drop-down.

Once an account is selected from the drop-down, select the blue Set up button.

After selecting Set up, you will be taken to a new landing page to continue to set up your Amazon connection to MRS by completing the following 4 steps:
1. Navigate to Global User Permissions
2. Provide the Invitation Link
3. Assign Permissions
4. Inbound Service

Step 1: Navigate to Global User Permissions

1. Log in to the applicable Amazon Seller Central account. Select the link Open Global User Permissions to quickly access and log in to Amazon Seller.

2. Click on the Settings icon in the top right corner, select User Permissions

3. Select Global User Permissions

4. Within Global User Permissions, click the Authorized Partners tab.

Step 2: Provide Invitation Link

1. Within the Authorized Partners tab, select the Add Authorized Partner button

2. From the newly opened window, please copy the URL and paste it into the text field on the set up Managed Refund Service page and then select Send

Step 3: Accept Invitation and Provide User Permissions

1. After providing the invitation link in step two, please wait up to one minute to receive the corresponding invitation from Pacvue. 
2. From the Authorized Partners tab, select Open Invitations and find Pacvue MRS on the list.

Note: If Pacvue doesn’t appear in the Open Invitations, refresh the permissions page. If it continues to not show up in "Open Invitations" after a few minutes, please Contact Support.

3. Select the Accept Invitation button and grant the following permissions below:

4. Ensure the Permission Name and Type are set in each section. Select Save at the bottom right of the page to apply the changes.

Step 4: Inbound Service

Inbound full service is a specific service for Inbound claims that allows you to fully authorize Helium 10 to submit these claims on your behalf once you set up your packing list templates for your Amazon account. Helium 10’s inbound claim service is fully compliant with Amazon regulations. When selecting this service, you are confirming that you are a brand owner or manufacturer. You must be brand registered to use this feature. 

Important: By using this service, Helium 10 will not review the packing list(s); thus, you are ensuring that the packing list(s) generated are complete, accurate, and up to date with the necessary information.

To activate and set up Inbound Full service:
1. Select the Activate Inbound Full Service checkbox below to confirm full service for Inbound claim types.

Once all four steps are completed, select Next.

Note: It is highly advised to complete all four steps for each account you onboard for MRS. If you do not wish to set up Inbound claims for your Amazon Seller Central account(s) at the time of initial onboarding, you can do so at a later time. See How to Enable Inbound Claims Service

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Create Your Packing List for Inbound Claims

If you have selected the check box or enabled Inbound claims, you will be led to a landing page where you can create your Inbound claims packing list.

On the left-hand side of the page, enter your company information to fill out and complete the packing list template:

• Company Name
• Company Address
• Brand Logo: upload an image for your brand logo
• Name of Authorized Signatory
• Image of Signature: upload an image of the authorized signatory's signature

Note: The Packing List Preview initially contains sample data for products in the packing list. Please double-check the information you entered to ensure it is correct before saving and activating your packing list.

Once a packing list is saved and activated, the following pop-up module will confirm that your account is now ready and activated:

Note: When you click "Activate" and you see a message that says "Packing List Saved," you should verify the packing list saved properly by clicking the Managed Refund Service link at the top, going to the Inbound Claims tab, and then selecting "+ Setup Inbound."

Select Go to Managed Refunds to access the main page. Once activated, please allow time for the claims page to populate. It may take up to seven days for initial claims to be processed and available for viewing.
If the activation has failed, you will receive a module stating Activation Failed and a prompt to review the information provided and revisit steps if necessary. You may contact support if the activation continues to fail.

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Add a New Account

You can add more than one account for MRS. On the Claims Overview and Claims Cases landing pages:

• Select Setup Account on the right-hand side next to the Account drop-down

• Here, you will see a list of all accounts associated with your Amazon Seller Central token. To set up additional accounts for MRS, select the Set Up button, and you will follow the same steps when onboarding your account. See Setting up your accounts for more details.

Account Statuses for Managed Refund Service:

Active- The account is active, and claims are being processed.
Inactive – The account is not active, and claims are not being processed. Please select set up to set the account up to begin MRS service.
Awaiting Accept invitation – This account is in the process of being activated. Please go to Seller Central and check the Authorized Partners tab in Amazon Seller Central, select Open Invitations, find Pacvue MRS on the list, and grant permissions.

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Enabling Inbound Claims

To enable an already active account for inbound claims, select Setup Account on the right next to the Account drop-down. This will reveal your list of accounts on a page on the right side of the screen.

To enable Inbound, you can click on the toggle inbound service for your account(s). Then select Edit Packing List to begin to edit the packing list for your account. See the Create Your Packing List section for more information.

You can also enable accounts for inbound claims by selecting Setup Inbound on the Inbound page as well. 

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Claims Overview

At the top of the dashboard, you will see three sections on the claims overview dashboard:

• Available Claims
• Reimbursed Amount
• Number of Processed Claims

Available Claims

This is the number of unprocessed claims we've found that are available to submit for reimbursement. To stay within Amazon's limits, we won’t submit more than 50 cases per week.

Example Above - Available Claims for Project X is $16,774.77

Reimbursed Amount

The total amount that has been reimbursed from successful claims

Example Above - Reimbursed Amount for Project X is $15.59

Claims in Progress

The dollar amount of reimbursement claims that are currently in progress with Amazon, with the total number of cases shown next to it.

Reimbursed & Available Claim Amount

The Reimbursed & Available Claim Amount section shows a breakdown table view of the months, total reimbursements, available reimbursements, and number of processed claims.

• Month: The date range for reimbursed, available, and total number of processed claims
• Available: This is the amount of unprocessed claims we've found that are available to submit for reimbursement.
  Note: To stay within Amazon’s limits, the Managed Refund Service will send about 50 claims a week.
• Reimbursed: The total amount that has been reimbursed from successful claims
• Amount in Progress: The dollar amount of reimbursement claims that are currently in progress with Amazon
• Number of Processed Claims: The total number of claims submitted claims by Helium 10

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View Customization:

Select the chart on the table to view your data by Month or Year

Monthly View:

Yearly View:

You may also specify dates with the date range selector and customize the data shown in the table by selecting Customize.

You can also download the data by selecting Export Data.

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Claim Cases

The claims cases page will show all claim cases for your active MRS accounts, in which you can filter the following:

• Type: You can select in the drop-down from the claim types: Warehouse, Return, Replacement, Inbound, FBA Fulfillment Fee
  • The timeline for claim submission varies by claim type:

    • Inbound Cases – Claims are submitted 30 days after Amazon first 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.

• Case ID: Enter the Case ID number of the submitted claim
• Claim Status: Select in the drop-down from the following statuses: Pending, Failed, Reimbursed

Claims Table Overview:

• Total: This is the total for the dollar amount for each column: Est Claim Amount, Reimbursed by Cash, and Reimbursed by Inventory
• Case ID: The case ID that is submitted by the H10 Services Team
• Claim Status: Status of the claim that has been submitted to Amazon by the H10 Services Team (Pending, Reimbursed, Failed)
• Claim Type: Type of claim processed (Warehouse, Return, Replacement, Inbound, FBA Fulfillment Fee)
• Claim Date: Date of when the claim was submitted by Helium 10
• Est. Claim Amount: The estimated dollar amount the user may receive from Amazon for the claim case. If Amazon rejects this case, the claim status will be Failed.
• Reimbursement ID: ID provided by the Amazon Reimbursement Report for a successful reimbursement claim (a successful reimbursement claim means that Amazon has refunded the account). The reimbursement report will also provide the Claim Case ID as well.
• Reimbursement Date: Date of when Amazon made the reimbursement
• Reimbursed by Cash: The dollar amount that has been reimbursed by Amazon that goes directly to the user
• Reimbursed by Inventory: The dollar amount reimbursed by Amazon for lost or damaged inventory

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Inbound Page

Inbound Page

The Inbound page shows the progress of inbound claims submissions. You can also set up accounts for inbound claims and create packing lists here.

Filters

The Inbound page provides several filter options to help you organize and find your claims quickly. Use any combination of the following filters:

• Service Workflow Status – Filter by the current workflow stage of your claims
• Shipment ID – Search by a specific shipment identification number
• Reimbursement ID – Locate claims by their reimbursement ID from Amazon
• Expiration Date – Filter claims by their document submission deadline
• Managed Service Status – View claims by their current status

Account Filter & Status Tags

The Account filter dropdown displays all your accounts with their current service status. Secondary tags appear next to each account to help you quickly identify any account requiring attention:

• Active Accounts – Accounts with full MRS service active and processing claims
• No AWD Access – Account is missing Amazon Warehousing and Distribution permissions
• Inbound Service Disabled – Inbound claims are not currently enabled for this account
• Refund Service Disabled – General refund service processing is disabled for this account
• Seller Disconnected – The Amazon seller account is no longer connected to Helium 10

If you see any of these status tags, you may need to:

• Grant additional permissions through Amazon Seller Central (for No AWD Access)
• Enable the service through the Setup Account option
• Reconnect your Amazon seller account

Inbound Table

The Inbound table displays all your inbound claims with the following information:

• Shipment ID: An identification number assigned to shipments that fall under FBA shipments. Shipment IDs will show variances; the automation for inbound will detect which shipment IDs have variances and store them in the database.
• Shipped Date: The date when the shipment was created
• Account: Displays which account is associated with the claim (enable in table settings)
• Market: Indicates the marketplace (e.g., US, UK) associated with the claim (enable in table settings)
• Discrepancy Units: The variance between units the seller shipped and what Amazon received
• Est. Discrepancy Amount: The estimated dollar amount for the discrepancy units
• Claim Status: Status of the inbound claim
  • Reimbursed – Amazon has approved and reimbursed the claim
  • In Progress – The case has been submitted to Amazon
  • Pending – The service team is working on the claim
  • Failed – Amazon has denied the claim
• Case ID: The case identification number of the submitted claim
• Expiration Date: The deadline for submitting proof documents. Upload any required files before this date
• Reimbursement ID: ID number provided by Amazon for a successful reimbursement claim
• Reimbursed Amount: Total amount Amazon has reimbursed for the Case ID

Enter Tracking Info

If the Action column shows Enter Tracking Info, click it and select Go To Amazon. You'll be redirected to Seller Central for that specific shipment ID, where you can enter the Tracking ID provided by your shipping carrier (e.g., UPS, FedEx, USPS).

Note: After entering the tracking information in Seller Central, please allow 5–7 days for it to appear in MRS.

Understanding Proof Document Types

When submitting inbound claims, you may need to provide proof documents depending on your claim status and Amazon's requirements. The Managed Refund Service helps guide you through which documents are required and what they should contain.

Common Proof Document Types

• Bill of Lading (BOL) – Documentation from your freight carrier showing the shipment details and carrier's receipt of the goods
• Proof of Delivery (POD) – Confirmation from the carrier showing delivery to the Amazon fulfillment center
• Proof of Inventory Ownership – Documentation proving you owned the inventory (such as invoices, receipts, or packing lists)
• Reconciliation Shipment Documentation – Records that help reconcile differences between shipped and received units

When you need to upload documents for a claim, click the "View Required Documents & Examples" link to see:

• Specific document types accepted by Amazon
• What information must be included in each document
• Sample documents showing the correct format and content

How to Resubmit a Failed Claim Case

If a claim case fails on the Inbound page, you can resubmit it to Amazon by providing the necessary documentation. Follow these steps:

Step 1: Identify Claims Needing Evidence

On the Inbound page, look for claims with a status showing they need documentation (such as "Docs Required" or "Pending Upload")

Click the "Upload" or "Action" button for the claim you want to submit

Step 2: Review the Confirm Claim Modal

A "Confirm Claim" dialog will appear showing your options for submission. This modal displays:

• Existing files (1) – Any files already uploaded or system-generated files for this claim

Claim Submission Options

The Confirm Claim modal provides two distinct options for submitting your claim. Choose the one that best fits your situation:

[Submit with existing files only]

Use this option when you have no additional proof documents to upload. Your claim will be submitted to Amazon using only the files already available (system-generated files and any previously uploaded documents).

• ✓ Valid option if no more files are available
• Best for: Claims that don't require additional documentation, or when you've already uploaded all necessary proof documents

[Upload files, then confirm]

Use this option when you want to upload additional supporting documents before submitting your claim. You can upload multiple proof documents (such as bills of lading, proof of delivery, or other Amazon-accepted files).

• ⬆ Higher recovery rate
• Best for: Claims where you can provide additional proof documents to strengthen your case and increase the likelihood of approval

Smart Default Selection

The modal automatically selects the best option based on your claim status:

• If files have already been uploaded → [Submit with existing files only] is selected by default
• If no files have been uploaded → [Upload files, then confirm] is selected by default

Step 3: Upload Documents (if needed)

If you selected [Upload files, then confirm], you can now add your proof documents:

• Click "Choose File" to browse your device or drag & drop files into the upload area
• Supported formats: PDF, PNG, JPG, JPEG, XLSX, XLS
• Max single file size: 10MB
• Max self-uploaded files per Shipment ID: 4

View Document Requirements

While uploading, click "View Required Documents & Examples" to confirm you're uploading the correct document types and that they contain all necessary information.

Step 4: Submit Your Claim

Once you've selected your submission option and uploaded any additional files:

• Review the information shown in the modal
• Click "Confirm Claim" to submit to Amazon
• Your claim will now be in progress with Amazon

Step 5: Track Your Claim

After submission, your claim will appear in the Inbound table with a status of "In Progress." Check back regularly for updates on your claim status. Amazon typically reviews and makes decisions on inbound claims within 30 days of submission.

Best Practices for Claim Success

• Provide complete documentation – The more supporting documents you provide, the stronger your case
• Ensure document quality – Upload clear, legible copies of all documents
• Meet deadlines – Submit all documents before the Expiration Date shown in the table
• Use correct document types – Only upload the proof document types listed in the "Required Documents & Examples" guide

Using the Document Center

The Document Center is a centralized location where you can upload and manage all proof documents for your inbound claims before they're submitted to Amazon. This gives you the flexibility to prepare documents in advance across multiple shipments.

Key Benefits

• Bulk upload – Upload proof files across multiple shipment IDs all in one place
• Automatic matching – The system automatically matches uploaded files to the correct shipment IDs
• Prepare ahead – Upload documents whenever you're ready; submit claims later when all information is complete
• Organized workflow – All documents are automatically sorted and organized by shipment

How to Use Document Center

1. Navigate to the Document Center from the Inbound page using the "Go to Document Center" link
2. Upload your proof documents using the bulk upload feature
3. The system automatically matches files to shipment IDs based on the file contents and shipment information
4. Review the matched results and make any manual adjustments if needed
5. Once documents are matched and ready, return to the Inbound page to submit your claims

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FBA Fulfillment Fee

FBA Fulfillment Fee

Amazon may incorrectly charge sellers higher FBA Fulfillment Fees (formerly known as Pick & Pack Fees) due to errors in recorded product dimensions and weight. MRS helps sellers identify these discrepancies and submit claims to recover overcharges—ultimately reducing costs and increasing revenue.

Which Markets Is This Feature Available In?

At this time, these are the only supported markets for this feature:

How to Use the FBA Fulfillment Fee Feature

1. Accessing the FBA Fulfillment Fees Page

On the MRS page, click on FBA Fulfillment Fee from the lefthand menu.

2. Uploading Product Dimensions & Weight

Click [+ Upload for Claim].

Click [Download] under the Download Template section to retrieve a pre-filled template with your existing product information, including dimensions and weight recorded by Amazon.

Template Improvements

The improved template now includes several enhancements that make it easier to fill out correctly:

• Amazon Reference Dimensions Included by Default – The "Download Amazon Dimensions and Weight" toggle now defaults to ON. This means Amazon's recorded dimensions and weight are automatically included in the template for easy reference and comparison with your actual values.
• Amazon Columns Are Protected – The columns containing Amazon's reference data are now locked from editing. This ensures you're comparing against the correct baseline and prevents accidental changes to the reference data.
• Validated Fields with Dropdowns – Each product dimension and weight field now uses dropdown selectors and validation to ensure consistent data entry. This reduces errors and makes the form more intuitive to complete.
• Packing Type Used is Now Required – The "Packing Type Used" field is now mandatory. The template will guide you to select from predefined packing types, which is critical for accurate fee calculations. Common options include bubble wrap, bag, corrugated cardboard, and others.

These improvements significantly reduce upload errors and make the claim submission process faster and more accurate.

Note: If you enabled MRS within the last 7 days, you may see the error "Invalid or unauthorized ASIN-Market data" when uploading the FBA fulfillment fee file. Please wait until 7 days have passed since your signup date, then try again.

Once you've downloaded the template:

• Enter the actual product dimensions and weight into the template
• Ensure this step is completed accurately
• Review the Packing Type Used dropdown and select the appropriate type for your product

Important: Do not use VLOOKUPs or alter the template in any way. The template structure must remain unchanged for successful uploading.

• Upload the completed file and click [Confirm Upload] to proceed.

3. Confirming and Submitting a Claim

Click [Go confirm the claim] to navigate to the Pending Claims tab.

Under the Pending Claims tab, you'll see all claims ready for review. The table now includes a sortable Fee Discrepancy per Unit column that appears before the Est. Discrepancy Amount. This new column shows the per-unit fee difference, allowing you to:

• Quickly identify which products have the largest per-unit discrepancies
• Sort by this column to prioritize high-impact claims
• Compare the per-unit fee against the total discrepancy amount for better decision-making

Review each case and verify that the following information is accurate:

• Product Type – Ensure the product category is correct
• Dimensions – Verify your actual dimensions match what you submitted
• Weight – Check that the weight is accurate
• Packing Type – Confirm you selected the correct packing type

Click [Confirm Claim] under the Action column for each claim you want to submit.

Review the pop-up information for accuracy, check the boxes to confirm, and hit [Confirm] to submit the claim.

Once submitted, the case will appear on the Claim Cases page. Since Amazon's recorded product dimensions and weight may change over time, Helium 10 continuously monitors for overcharges. To maximize refunds, it is recommended that you regularly review your product dimensions and pending claims.

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Billing

This section allows you to easily review the service fee rate and monthly billing amounts.

• Amazon reimbursement amount - This represents the total amount Helium 10 has helped you recover from Amazon, encompassing both cash reimbursements and inventory value.
• Threshold - This is a fixed dollar amount that is set for each customer that will be subtracted from the Amazon Reimbursement amount when totaling the service fee each month.
• Fee Rate - This is the agreed-upon service fee percentage for MRS, applied to each successfully reimbursed claim.
• Service Fee - The total amount in which you will be invoiced for each month.
• Invoice Status - It will show as "Paid" or "Open" if payment has not yet been made.
• Invoice Due Date - The last date this billing should be paid.

Which Amazon Marketplaces are supported?

The following marketplaces offer MRS support:

North and South American Markets

• United States
• Canada
• Mexico
• Brazil

Far East and Indian Markets

• Singapore
• Australia
• Japan
• India

Middle East and African Markets

• United Emirates
• Saudi Arabia
• Egypt

European Markets

• United Kingdom
• Germany
• France
• Italy
• Spain
• Sweden
• The Netherlands
• Poland
• Turkey

For Frequently Asked Questions, review this article.

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