亚马逊物流库存赔偿政策: 发往亚马逊的货件索赔

本页面适用于您向我们配送货件时丢失或残损的商品。提出索赔的流程因商品在配送过程中丢失或残损时的所在位置而异:

索赔期限

当您的配送工作流程中的【一览】页面中【货件差异查询】选项卡中显示某个货件符合调查条件时,您便可提出索赔。您必须在货件送达亚马逊运营中心或代表亚马逊运营的第三方场所的确切日期后最迟九个月内提交索赔。 在此期限范围外提交的索赔不符合赔偿条件。

在您提交索赔之前

  • 确认货件内容和商品数量与您创建的入库计划中的内容和商品数量一致。

  • 查看【货件差异查询】选项卡,了解有关入库计划与运营中心收到的货件之间的任何差异的详细信息。有关更多信息,请参阅货件差异查询。

  • 请查看您的赔偿报告,了解您是否已经获得丢失或已残损商品的赔偿。

提交您的索赔

对上述报告进行查看和货件差异查询后,如果您仍然认为某个丢失或已残损商品符合赔偿要求,则可以提出索赔。要针对丢失商品提交索赔,请使用【货件差异查询】选项卡。要针对已残损商品提交索赔,请通过卖家平台中的联系我们页面提出索赔。

针对丢失或已残损商品提出索赔时,您必须提供以下信息和文件,并且我们可能会要求您提供其他信息:

  • 亚马逊货件编号: 您可以在货件处理进度中找到亚马逊货件编号。

  • 库存所有权证明: 这有助于识别可能发生的任何潜在差异。可接受的文件包括供应商提供的发票、其他卖家提供的收据或已签字的装箱单(如果您是制造商)等。所有文档中都必须包含以下信息:

    • 购买日期

    • 与丢失或已残损商品相符的商品名称

    • 数量

  • 交货证明:

    • 对于汽运零担 (LTL) 或整车运输 (FTL) 货件,需要提供显示承运人取件时货件中箱子的数量和总重量的配送证明文件。该文件必须带有亚马逊的盖章,以确认运营中心已签收该货件。您的承运人应有该文件的副本。这些信息有助于确认整个货件由您的承运人取走并如期配送。

    • 对于小包裹货件,亚马逊需要您提供有效的追踪编码,承运人据此可确认其配送的每个包裹。如果您未使用亚马逊合作承运人,也未在创建货件时提供追踪信息,那么您必须先输入追踪信息,然后才可获得赔偿。

一旦我们针对您的索赔完成调查,就会确认该索赔是否符合换货或赔偿条件。在某些情况下,亚马逊可能会调整您的货件。

注意: 每个货件只能提出一项索赔。针对同一货件的其他索赔将被拒绝。

如果卖家产生了大量配送问题,从而影响亚马逊接收运营,则可能需要接受额外的调查和监控。这些操作可能会影响您的 Prime 资格或导致日后的赔偿出现延迟。


 亚马逊官网原文详情:

FBA inventory reimbursement policy: Shipment to Amazon claims

This page applies to items that are lost or damaged when you ship them to us. The process to a file a claim varies by where in the fulfillment process your item is lost or damaged:

  • Shipment to Amazon

  • Fulfillment center operations

  • FBA customer returns

  • Removals

Claim window

Once a shipment is shown as eligible for investigation on the Reconcile tab of the Summary page in your shipping workflow, you can file a claim. You must submit your claim no later than nine months after the verified date of a shipment delivery to an Amazon fulfillment center or to a third-party facility operated on Amazon’s behalf. Claims submitted outside of this window are not eligible for reimbursement.

Before you submit a claim

  • Confirm that the shipment's contents and the number of units are the same as in the shipping plan you created.

  • Check the Reconcile tab to get detailed information about any discrepancies between your shipping plan and what the fulfillment center received. For more information, see Reconcile your shipment.

  • Check your Reimbursements report to see if you have already been reimbursed for the lost or damaged item.

Submit your claim

After reviewing and reconciling the reports above, if you still believe a lost or damaged item is eligible for reimbursement, you can file a claim. To submit a claim for lost units, use the Reconcile tab. To submit a claim for damaged units, open a claim through the Contact Us page in Seller Central.

When filing a claim for lost or damaged units, you must provide the following information and documents, and we may ask you to provide additional information:

  • Amazon shipment ID: You can find the Amazon shipment ID in your Shipping Queue.

  • Proof of inventory ownership: This will help identify any potential discrepancies that may have occurred. Some examples of acceptable documents are an invoice from a supplier, a receipt from another seller, or a signed packing slip if you are a manufacturer. The following information must be included in any documentation:

    • Date of purchase

    • Product names matching the lost or damaged items

    • Quantity

  • Proof of delivery:

    • For less-than-truckload (LTL) or full-truckload (FTL) shipments, a proof of delivery document showing the number of boxes in the shipment and the total weight when it was picked up by the carrier. The document must be stamped by Amazon, confirming that the shipment was received and signed for at the fulfillment center. Your carrier should have a copy of this document. This information helps verify that the entire shipment was picked up by your carrier and shipped as expected.

    • For small-parcel shipments, Amazon needs the active tracking ID, which the carrier can confirm for each package shipped. If you did not use an Amazon partnered carrier and did not provide the tracking information at the time you created the shipment, you must enter it before you can be reimbursed.

Once we complete our investigation of your claim, we will confirm if it is eligible for replacement or reimbursement. In some cases, Amazon may reconcile your shipment.

Note: You may file only one claim per shipment. Additional claims for the same shipment will be declined.

Sellers who generate a high number of shipping problems affecting Amazon receiving operations may be subject to additional investigation and monitoring. These actions could affect your Prime eligibility or result in delays to future reimbursements.

 文章来源:亚马逊官方网站