18 FAQs about SELLERLOGIC Lost & Found – Everything You Should Know
Lost & Found finds unrecognized FBA refund claims for you. Instead of daily checking up to 12 different reports, the FBA error search runs in the background with our tool, allowing you to focus on other tasks – or simply start a Star Wars marathon.
In addition to the enormous time savings, the tool often finds more errors than sellers who take on this search manually. But how does it actually work? And what about the fees and the contract terms? Here you will find the questions that our customers are most eager to have answered. If you already know exactly what you are interested in, simply use the table of contents and click on the corresponding topic.
How do I handle the cases?
When SELLERLOGIC Lost & Found finds a refund claim, you will be notified both in the tool and via email. But how do you handle these cases?
What types of cases are there?
Lost & Found can generally handle the following five cases:
Order
To request a return, buyers can do this with just a few clicks in their customer profile. In many cases, they receive an immediate credit of the purchase amount, and sellers are charged for the refund. The goods must be returned to Amazon within 45 days. If this does not happen, the buyer’s account will be charged again.
Possible cases arise, for example, when this deadline has been exceeded, but the sellers have not received a refund.
In every case where buyers receive their money back from Amazon, but sellers do not receive a refund (monetary or the goods themselves), there is an FBA error and thus a refund claim.
Lost Return in Warehouse
In contrast to the error Order, this one occurs within Amazon’s logistics center.
When a return arrives at a fulfillment center, two scans take place:
However, it can happen that only the first scan occurs, but the goods are not credited to the sellers.
This occurs when the goods are logged under an incorrect FNSKU (Fulfillment Network Stock Keeping Unit).
Of course, in both cases, a refund claim or the right to re-label arises. After all, the goods have been proven to have arrived in the warehouse. This refund can also be in the form of money or the actual goods.
Inventory
In Amazon’s logistics centers, there is a lot going on. A full 50% of the inventory there belongs to FBA users. However, with often more than 100,000 m2, errors regarding the inventory can also occur. It can happen that your goods have been misplaced or are simply missing or have not been credited to your inventory.
For this as well, various reports need to be compared to uncover these errors – so it’s a job for Lost & Found.
Damaged/Destroyed
Goods that are damaged in Amazon’s logistics centers or through Amazon’s shipping are categorized into different areas based on their condition. Anything that Amazon classifies as no longer sellable can be destroyed according to guidelines by Amazon employees. All returns that are classified as sellable can be remitted by sellers within 30 days; otherwise, the goods will be destroyed.
However, if the products are destroyed before the deadline, a refund claim arises for sellers. Exceptions to this are goods of certain categories, such as glasses or batteries.
FBA Fees
As a user of the FBA service, you naturally pay fees for shipping through Amazon, which are based on the dimensions of the product as well as the chosen marketplaces. Incorrect billing, such as excessively high fees, also constitutes a refund claim.
Do I have to manually enter each result of a case in SELLERLOGIC Lost & Found to communicate the outcome, or does this happen automatically?
In the tool, you have the option to inform us of new events regarding a case. This can be used, for example, to send feedback from Amazon to us. If a response from your side is pending, you will be notified about it in the tool and via email. Please communicate your response to us in this case through the tool, as the case will otherwise be automatically closed for a fee after seven days.
Our Customer Success Team will then be promptly notified of your response and can take care of the further processing of the case.
Let’s take an example here: Amazon disputes the refund because the request was received after the deadline. You can now forward the email to us through the tool. Our Customer Success Managers will then manually review this case, for example, whether the reason for the rejection by Amazon is justified or not.
If the rejection is not justified, we will assist you with further communication with Amazon so that the case can be resolved.
If the rejection is justified, for example, because a lost item was found after the case was submitted, no fee for Lost & Found will be charged.
Does SELLERLOGIC automatically close the cases based on the information from Seller Central?
The cases are closed through completed payouts, thus ensuring that the promised refund from Amazon actually takes place.
How does SELLERLOGIC Lost & Found work?
When you use SELLERLOGIC Lost & Found, the tool needs access to the FBA reports. But how? And what should I do if my Seller Central account is suspended? Answers to these and other questions can be found in this section.
How does Lost & Found access the FBA data?
We use the Amazon Marketplace Web Service (MWS) API interface for this. This allows the FBA reports to be automatically transferred into the tool, and Lost & Found can start finding FBA errors. It also enables our Customer Success Managers to individually review the case in the event of a rejection to assist you with the next steps and communication with Amazon.
No estimated refund is displayed for my cases. What could be the reason for this?
It may happen that we have enough information available to create a case, but not enough information to determine an estimated refund.
My Seller Central access is suspended, what should I do now?
An active, non-suspended Amazon Seller Central access is required to use SELLERLOGIC Lost & Found.
If it is suspended, please disable the case search for Lost & Found, as further cases may be generated that you cannot submit. You can disable the case search in the Account Management. Please also inform us via ticket about the account suspension so that we can take this into account during case processing.
Why has Amazon reversed refunds?
A refund can be issued either in the form of money or goods. If Amazon approves a refund for lost inventory and those goods are subsequently found, it can also be reversed. In both cases, a reconciliation of the lost inventory takes place. You can easily track this through the inventory adjustments.
Does Lost & Found comply with Amazon’s policies?
SELLERLOGIC Lost & Found strictly adheres to all Amazon policies. This includes that the found cases must not be submitted automatically. All investigations of errors are conducted with thorough research and the utmost care.
Do I need to request and import additional reports?
For the initial setup of Lost & Found, the billing reports from the last six months need to be requested again once. All future required reports will be imported via the Amazon MWS API.
How often is a reconciliation of Amazon payouts with the Lost & Found cases performed?
This reconciliation is performed hourly. If a refund is present, it will be assigned to the corresponding case, and the case will be automatically closed.
I have used another “reimbursement system” in the past. Can Lost & Found be used, or might duplicates arise in the cases?
Lost & Found takes into account all refunds that Amazon has processed in the past during the research. However, please note that ongoing cases that may lead to a refund in the future cannot be considered.
For what period can errors be claimed at Amazon?
Depending on the type of case, claims can be made retroactively for 3 to 18 months:
SELLERLOGIC always considers the maximum allowable period.
Contract Information
When acquiring a new tool, the contract terms are a decisive criterion. Therefore, we will address this in detail in this section.
What is the notice period for cancellation?
You can cancel SELLERLOGIC Lost & Found daily if you do not wish to receive any further refund claims. However, please note that even after deactivation, all outstanding cases should still be processed within the set deadlines.
Does SELLERLOGIC have access to customer data?
No, we only have access to the FBA reports. There is no customer data contained therein.
Fees
The price is an important component for many users. You can find out how it is calculated and what happens if you do not process cases here.
How are the fees for SELLERLOGIC Lost & Found calculated?
We charge a 20% commission on the actual refunds. We use the gross amounts of the payouts from Amazon to you as the basis. This way, you only have to pay when you actually receive your money back. The fee is invoiced at the beginning of the following month.
What data is needed and how is it used?
Our payment service provider requires your credit card information to process your payments. Among other things, your CVC2 number is needed. This is a three- or four-digit number combination printed on your credit card, which our payment service provider uses to authenticate the cardholder. This ensures a secure and standardized international process.
The processing of credit card data is carried out exclusively – and in full PCI compliance – by our payment service provider. We do not have access to our customers’ credit card data at any time and, of course, do not store it.
If you have any further questions on this topic, you can always contact our Customer Success Team.
Is the fee for Lost & Found already deducted from the “actual refund” in the closed cases?
No, the total amount refunded to you by Amazon is indicated here. The SELLERLOGIC fees are displayed in a separate section at the transaction level.
What happens if I do not process the displayed cases?
When our tool finds an FBA error, you will be notified in the tool and additionally via email. Depending on the type of case, the period in which the claim must be submitted to Amazon varies. For example, errors in the calculation of FBA fees must be submitted within 90 days, while for damaged or lost goods in Amazon’s logistics centers, there is a full 18 months available.
Due to Amazon’s policies, you must manually submit the cases in Seller Central. You can simply copy the pre-prepared text from the tool into the corresponding text field. If Lost & Found identifies claims that you do not submit to Amazon, you will be charged 20% of the estimated refund.
If you are unable to do so, for example, because you are taking your well-deserved vacation, we recommend that you train your colleagues so that they can take over the case submission. We are happy to assist you and also provide additional onboarding.
Last But Not Least
A new tool always raises new questions. We hope that we have been able to answer all your questions. If you still have any, please feel free to contact us using the form below.
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