Claim Your Amazon Lost Package Refund: Step-by-Step Guide

The package you’ve been looking forward to all week simply fails to arrive. Disappointing situation, we’ve all been there. The question is: what now? If your Amazon package is lost, claiming a refund will naturally be the next step on your to-do-list and you will want to do it fast. Fortunately, this is not a complicated process. This guide will walk you through the necessary steps. We will approach this topic from two perspectives. From that of a buyer, presuming that you haven’t received the item you purchased. And from the perspective of a seller, looking to support your customer (and protect your seller rating). Let’s get right into it.

Understanding the Amazon Refund Policy

A lost package will enable you to file a refund claim. At this point we first need to understand Amazon’s refund policy: Generally, Amazon holds the responsibility for packages that are lost during shipment, meaning you can turn to Amazon to request a refund for your lost package. However, there are cases where the third-party-sellers are responsible for fulfillment and returns. Buyers must follow the seller’s return policy, which can be found on the product page or in “Your Orders.” Contact the seller directly to initiate the return and get a refund.

Lost packages are problematic for sellers as well. They can lead to unhappy customers, negative reviews, and potential disputes. This can harm the seller’s reputation (in form of the seller rating), affect their sales, and even risk their account status on Amazon. Addressing lost packages directly is too important if you want to maintain customer trust and satisfaction. 

Step-by-Step Guide for Buyers

Step 1: Determine Who to Contact

There’s a difference in who you need to contact depending on who you bought from and which fulfillment method they’re using. Here’s an overview to make it easier to understand:

Fulfillment Type	Who to Contact	What to Do
FBA (Fulfilled by Amazon)	✅ Amazon Customer Service	Go to Your Orders > Problem with order > Where’s my stuff?
FBM (Fulfilled by Merchant)	✅ The Seller Directly	Message the seller through Your Orders > Contact Seller
Shipped by Third-Party Carrier (FBM)	✅ Check Tracking First, then contact the seller	Provide tracking screenshots or proof of non-delivery.

Step 2: Verify the Delivery Status

The first step for buyers is to confirm the status of their package. Check your Amazon account and look at the order details. Here you’ll find the estimated delivery date and tracking information. If the tracking says “Delivered” but you didn’t get the package, your package may be lost and Amazon owes you a refund.

Step 3: Package Marked “Delivered” but Not Received

If your tracking shows “Delivered” but the package hasn’t actually arrived, chances are still quite high that you’ll find it. Follow the steps below: 

Step 4: Contact the Seller

If the package still hasn’t arrived, reach out to the seller through Amazon’s platform. They might have additional information about the shipment. Sellers often have access to more detailed tracking information and can assist in locating the package.

Step 5: File a Claim

If the package is confirmed lost, buyers can file a claim through Amazon. Here’s how:

Amazon’s customer service team typically responds within 48 hours to resolve the issue.

Step 6 (optional): Make Use of Amazon’s A-to-Z claim

If you’ve contacted the seller and haven’t received a response within 48 hours – or you’re unsatisfied with the result – you can file an A-to-Z Guarantee Claim. This is Amazon’s buyer protection program for purchases made from third-party sellers.

Here’s how to file an A-to-Z claim:

Amazon will review your case, often within 1–3 business days, and decide whether to refund the full amount.

Only file an A-to-Z claim if you’ve already tried to resolve the issue with the seller. Filing too early or without justification can lead to your claim being denied.

Step-by-Step Guide for FBM Sellers

Step 1: Respond to Buyer Inquiries

As an FBM seller, it’s important to respond promptly to any buyer inquiries regarding lost packages. Verify the tracking information and provide any additional details you might have about the shipment.

Step 2: Communicate with the Carrier

If the package is lost, contact the shipping carrier to verify the delivery status. Sometimes carriers provide insights that can help locate the package.

Step 3: Decide on the Next Steps

Based on the carrier’s response, decide on the next steps. If the package is truly lost, coordinate with Amazon to process the refund for the buyer. Keeping the buyer informed about these steps enhances customer satisfaction and trust.

Step 4: Protect Your Seller Account

Keep your seller account in good standing by following Amazon’s policies and quickly handling lost package issues. Keeping records of all communications and actions taken about the lost package can be helpful if any disputes occur.

Step 5: Apply Best Practices Going Forward

Avoid future disputes with proactive shipping and communication. Here are key practices you can apply that will protect your business:

How to Distinguish Between Buyer Fraud and Carrier Delivery Error

When a package is lost, it is either due to a carrier delivery error or because of a fraudulent buyer. If you sell over FBM, always take a moment to check whether you should dispute or accept a refund request. It’s highly advisable that you go about this quickly, because unresolved lost package issues can raise your Order Defect Rate (ODR) – one of Amazon’s key metrics used to evaluate your performance as a seller.

Common signs of carrier error:

Common signs of buyer fraud:

What you need for your dispute claim at Amazon Seller Central:

Step-by-Step Guide for FBA Sellers

Step 1: Verify the Package Status

First, check the order status through your Amazon Seller Central dashboard. Look for any updates or alerts about the package.

Step 2: Respond to Buyer Inquiries

If a buyer reaches out about a lost package, respond promptly. Confirm the tracking information and share any available updates with the buyer.

Step 3: Open an Investigation with Amazon

If the package is lost, open a case with Amazon’s FBA support to investigate the issue. Provide all relevant details, including tracking numbers and order specifics.

Step 4: Amazon’s Response

Allow Amazon to conduct the investigation. They may contact you for further details or provide an update on the package’s status.

Step 5: Communicate with the Buyer

Keep the buyer informed about the investigation status. If Amazon confirms the package is lost, they will handle the refund or send a replacement. Ensure the buyer knows their options and the steps being taken.

Step 6: Protect Your Seller Account

Maintain your seller account in good standing by following Amazon’s guidelines and addressing lost package issues promptly. Document all communications and actions taken regarding the lost package for future reference if disputes arise.

How to Submit a Lost Package Claims in Seller Central (FBA)

If you sell over FBA and you have to deal with lost or damaged inventory, you can file your reimbursement claim manually in Seller Central – up to 105 days from the incident date. Check out our Amazon FBA Inventory Reimbursement guide for all relevant time windows.

Here’s how to submit a claim:

To All FBA Sellers: Get Reimbursed for Lost and Damaged Packages 

Buyers are not the only ones that can request an Amazon lost package refund. As an FBA seller, you may face a high occurrence of errors with your products due to the vast and complex logistics of Amazon’s FBA warehouses. Mistakes like damaged items, disappearing inventory, incorrect FBA fees, and errors during inbound shipments are unavoidable, ultimately leading to financial losses for your business.

Each of these errors entitles you to file a claim for reimbursement. However, Amazon’s reporting process does not catch all errors, requiring you to research, identify, and file claims manually, making it a time-consuming and expensive task.

SELLERLOGIC simplifies this process by handling all your reimbursement claims. Lost & Found Full-Service identifies all FBA errors, processes reimbursement claims on your behalf, and ensures you recover funds from Amazon.

Lost & Found Full-Service excels in uncovering more cases than other tools, allowing you to claim FBA errors up to 60 days in the past. This comprehensive service takes the burden off your shoulders by identifying errors, resolving issues, finding correct reports, and communicating with Amazon.

Read here how one of our clients recovered €20,000 in just 3 months. 

Wrapping Up

Dealing with a lost package can be nerve-wracking, but knowing Amazon’s refund process helps both buyers and sellers manage it well.  Follow these steps, communicate clearly, and Amazon will refund you for your lost package. Remember, in e-commerce, excellent customer service can turn a potentially negative experience into an opportunity to build stronger relationships with your customers.

By mastering these steps, you protect your purchases or sales and improve your reputation on Amazon. Stay informed, stay proactive, and you’ll navigate these challenges with ease.

FAQs

Image credits in order of appearance: © maruto – stock.adobe.com / © tashechka – stock.adobe.com / © tonjung – stock.adobe.com