Evidence packet checklist for FBA reimbursements

Strong reimbursement cases are boring in the best way. They are specific, complete, and easy for Seller Support to verify. Weak cases rely on a long explanation and missing evidence. The evidence packet is what separates the two.

Start with the discrepancy

Every case should begin with one clear claim: what happened, what Amazon reported, what the seller records show, and what amount is owed. Avoid mixing multiple issue types in one case unless Amazon's workflow explicitly requires it.

Attach the supporting records

The exact packet depends on the case type, but the core evidence usually includes:

• shipment ID, order ID, or reimbursement ID
• SKU and FNSKU
• quantity affected
• expected amount and charged or missing amount
• settlement line or inventory adjustment
• inbound plan, box content, or removal record
• photos or carrier documentation when relevant

Screenshots should support the claim, not replace structured details.

Keep the audit trail

Save the filed timestamp, case ID, response deadline, support response, and final settlement outcome. If Amazon denies the case, the queue should preserve the reason and the evidence already submitted so escalation does not start from zero.

Match evidence to case type

Different reimbursement categories need different proof. A lost inbound case needs shipment IDs, box contents, carrier evidence, receiving discrepancies, and the units Amazon failed to receive. A damaged inventory case needs the inventory adjustment, SKU details, and the amount Amazon should reimburse. A return miscredit case needs the order, refund, returned quantity, condition, and settlement impact.

Build templates for the common case types so the team does not rebuild the packet from memory each time. A template should list required fields, optional supporting records, and the exact calculation used for the claim amount.

Keep the narrative short

Seller Support does not need a long story. It needs a verifiable claim. Use a short summary that states the discrepancy, the expected outcome, and the attached evidence. Avoid mixing several unresolved claims in one case because that makes it easier for support to reject the entire request or ask for broad clarification.

The best case summary is specific enough that another operator could audit it: shipment or order identifier, SKU, quantity, expected reimbursement, and the report line that proves the discrepancy. If the evidence cannot support that sentence, the packet is not ready.

Reconcile the payout

Approval is not the end of the workflow. The reimbursement still needs to hit a settlement, and the amount paid needs to match the claim or the adjusted amount Amazon approved. Record the expected settlement amount and keep the case open until finance sees the payment.

This protects against quiet leakage. A case may be approved for fewer units than filed, or the settlement may post under an adjustment category that the team does not reconcile. Closing the evidence packet only after payout keeps recovery tied to cash, not support status.

Standardize file names

Evidence is easier to audit when every attachment follows a predictable naming pattern. Include the case type, identifier, SKU, and date where possible. For example, a lost inbound attachment might include the shipment ID and FNSKU. This small habit matters when Amazon asks for more information weeks later or when a denied case needs escalation. Operators should not have to search chat threads to reconstruct the packet. Keep the original files even after payout so future denials, audits, and process reviews have the same evidence trail the filer used. That archive becomes training material for the next operator who needs to file the same case type. It also helps managers spot missing proof before a weak case is submitted. That prevents avoidable denials.