Replace Damaged or Missing Items

Handle customer complaints about damaged, defective, or missing items quickly and professionally — ensuring the customer is satisfied and your account remains in good standing.

Prerequisites

• Access to Amazon Seller Central → Messages → Buyer-Seller Messaging.
• Access to Orders → Manage Orders (to verify shipments).
• For FBA orders, ability to open cases for damaged or missing item investigations.
• For FBM orders, access to replacement inventory and shipping labels.

Procedure

1. Identify the Order and Problem
2. Handle FBA Orders
3. Handle FBM Orders
4. File Reimbursement (if Amazon at Fault)
5. Log the Incident

Members only

Get the full step-by-step procedure

• 5 numbered steps with exact Seller Central paths
• Fixes for the most common snags
• 1 copy-paste message template
• How to confirm it worked
• Best practices to prevent repeats

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Related SOPs

• Process a Return Request
• Handle FBA Customer Returns
• Check for Reimbursement Opportunities
• Return Reason Tracking SOP
• Customer Satisfaction Feedback Loop SOP