Missing units guide
Removal Order Missing Units (UK): Causes, Proof to Collect, and What to Claim
You requested 30 units. Amazon says they shipped 30. But only 22 arrived. Missing units are the single most common removal order discrepancy, and most sellers never notice because they do not reconcile at the shipment level. This guide covers exactly why units go missing, how to prove it, and which claim path to take.
The 5 most common causes of missing units
Units do not vanish at random. They go missing at specific, predictable points in the removal pipeline. Understanding where the breakdown happens determines what evidence you need and which claim route to use.
Warehouse miscounts during pick and pack
Amazon fulfilment centres process thousands of removal orders daily. Warehouse staff pick items from bins and pack them into boxes under time pressure. A picker might count nine units instead of ten, or grab the wrong FNSKU entirely. These errors are not unusual and they happen more frequently with small, lightweight items that are easy to overlook at the bottom of a bin. The Removal Order Detail report will show a shipped quantity that does not match what ends up in your box.
Carrier losses and transit damage
Once a box leaves the fulfilment centre, it enters the carrier network. Parcels get lost in sorting hubs, misrouted to wrong depots, or damaged beyond recognition. In the UK, Amazon typically uses Royal Mail, Yodel, or their own logistics arm for removal shipments. A parcel showing no tracking movement beyond 15 days is almost certainly lost. Even parcels that do arrive may have been opened, resealed, or had items fall out during transit if the packing was poor.
Split shipment confusion
A single removal order often generates multiple shipments because your stock is spread across several Amazon warehouses. You requested 30 units, but they arrive as three separate parcels of 12, 10, and 8 from different fulfilment centres. If one parcel arrives and two do not, the overall order might still show as "Pending" or "Complete" in Seller Central. Sellers who do not reconcile at the shipment level frequently miss that an entire carton never showed up, because the total across all shipments roughly approximated what they expected.
Grading discrepancies
Amazon grades every item before shipping it out. An item you listed as "Sellable" might be downgraded to "Unsellable" at the warehouse, or vice versa. In some cases, Amazon reports a different quantity of sellable vs unsellable items than what you receive. This is not technically a missing unit, but it affects your COG calculation and may mean items were diverted to disposal when they should have been returned to you. Always reconcile the condition breakdown, not just the total count.
Partial cancellations and status mismatches
Amazon can partially cancel a removal order after it has been created. If 20 units were requested but only 15 shipped before Amazon cancelled the remaining 5, your Removal Order Detail report will show 15 shipped and 5 cancelled. The cancelled units should return to your FBA inventory. If they do not appear in your FBA stock and were never shipped to you, those 5 units are effectively lost. Check the Inventory Ledger to confirm whether cancelled units were restored.
The fastest reconciliation method (expected vs received)
Reconciliation is just a structured comparison between what Amazon says they shipped and what you actually received. Follow these six steps in order. The entire process takes 20-30 minutes per week once you have a system.
Pull the Removal Order Detail report
In Seller Central, navigate to Reports > Fulfilment > Removal Order Detail. Download the report for the relevant date range. Sort by removal order ID and then by shipment ID. This gives you the master record of what Amazon says they shipped.
Match each shipment to your goods-in log
For every shipment ID, find the corresponding entry in your 3PL or warehouse receiving records. Compare the shipped quantity column from the Amazon report against the quantity your team actually counted in. Flag any line where the numbers do not match.
Check carrier tracking for unmatched shipments
If a shipment has no corresponding goods-in record, check the carrier tracking number. Confirm whether it shows as delivered, in transit, or lost. Shipments with no tracking updates for 15 or more days are potential lost-in-transit claims.
Record every discrepancy with evidence
For each shortfall, note the removal order ID, shipment ID, ASIN, expected quantity, received quantity, and the difference. Attach any supporting photos, carton weight logs, or 3PL intake receipts. This becomes your claim file.
Cross-reference the Reimbursements report
Before filing a case, check your Reimbursements report in Seller Central. Amazon may have already auto-reimbursed for some missing items. If you find a matching reimbursement ID, mark that discrepancy as resolved. Only file claims for genuinely unreimbursed shortfalls.
File claims in order of deadline urgency
Sort your remaining discrepancies by claim window expiry date. File the most urgent ones first. For each case, include the removal order ID, shipment ID, tracking number, expected vs received quantity, and a concise summary of the discrepancy.
Tip: ReclaimHQ automates this entire process. Import your removal orders with one click, and the system reconciles expected vs received quantities, flags discrepancies, and calculates claim deadlines automatically. Learn more about removal order tracking.
What proof matters most
Amazon Seller Support agents evaluate claims based on the evidence you provide. Weak evidence gets generic denials. Strong evidence gets reimbursements. Here is the proof checklist tuned to actual warehouse reality.
3PL or warehouse receiving record
The single most important document. This is the signed intake log from whoever received the parcel, showing date, shipment ID (if recorded), and the exact unit count. If your 3PL uses a barcode scanning system, the scan log is even better because it creates an auditable trail tied to specific FNSKUs.
Carton count and weight comparison
Weigh each box on arrival and compare it to the expected weight based on Amazon's shipped quantity. A carton that Amazon says contained 12 units but weighs the same as 8 units is strong circumstantial evidence of a shortfall. Many 3PLs record this automatically during intake.
Photos of the opened box and its contents
Photograph the shipping label (showing the shipment ID), the sealed box before opening, and then the contents laid out after opening. Show empty space in the box or damage to the packaging. These photos corroborate your count and demonstrate you are not simply claiming units you received.
Carrier tracking screenshot or delivery confirmation
A screenshot of the carrier tracking page showing the delivery date, delivery address, and any notes. For lost shipments, capture the last known tracking event. This establishes the timeline and supports your 15-day waiting period calculation for lost-in-transit claims.
Removal Order Detail report extract
Export the relevant rows from your Removal Order Detail report. Highlight the shipped quantity for each ASIN within the shipment. This is the baseline Amazon agreed to send, and the number your evidence needs to contradict.
Reimbursements report cross-reference
Show that Amazon has not already reimbursed you for these specific units. If the agent claims "already reimbursed," you need to be able to point to the exact reimbursement IDs that do exist and demonstrate they cover different items or a different claim.
Need help building evidence packs? See the evidence pack guide for detailed instructions on assembling airtight claim documentation.
Which message template to use
The right template depends on your specific scenario. Use the decision tree below to determine which claim you are filing, then grab the matching template.
Missing Units Claim Template →
For delivered shipments where the box contained fewer units than Amazon's shipped quantity.
Lost in Transit Claim Template →
For entire shipments that never arrived. Requires 15 days of no carrier movement.
Follow-Up Chaser Template →
Day 7, 14, and 21 chasers when Amazon has not responded to your initial case.
Denied Claim Escalation Template →
Seven-level escalation ladder for when Amazon rejects your claim.
“Delivered but missing” vs “never delivered”
These two scenarios require completely different claim approaches, different evidence, and different deadlines. Choosing the wrong path wastes time and may result in a denial. Use this decision tree.
Carrier tracking shows "Delivered" but unit count is short
File a discrepancy claim using the Missing Units template. Reference the shipment ID, expected vs received quantity, and attach your goods-in record plus photos of the box contents.
Carrier tracking shows no movement for 15+ days
File a lost-in-transit claim using the Lost in Transit template. Include the tracking number and a screenshot showing no updates. Do not file before the 15-day wait.
Carrier tracking shows "Delivered" but you received nothing
File a discrepancy claim. Reference the proof of delivery and confirm the delivery address is correct. If POD shows a signature you do not recognise, include that in the case. Request the carrier's GPS delivery data if available.
Shipment shows "Complete" in Amazon but you have no record of receiving it
Check whether the shipment was delivered to a different address or collected by someone else. Verify your goods-in records thoroughly. If genuinely not received, file as lost in transit.
Units arrived but in wrong condition (sellable marked as unsellable)
This is a grading claim, not a missing units claim. Photograph the items showing they are in the condition you expected. File within 60 days of delivery.
Key distinction: A “delivered but missing” claim is a discrepancy claim where you acknowledge receipt of the parcel but contest the contents. A “never delivered” claim is a lost-in-transit claim where you deny receiving the parcel entirely. Mixing these up weakens your case. If the carrier has a delivery scan and you claim the parcel was never delivered, Amazon will reject it immediately. Instead, acknowledge delivery and focus on the quantity shortfall.
Denial-proof workflow and escalation
Even well-evidenced claims get denied. This is normal. What matters is how you respond. A structured escalation process turns initial denials into successful reimbursements more often than most sellers expect.
Submit your initial claim with full evidence
Open a new case in Seller Central. Include your removal order ID, shipment ID, ASIN, expected vs received quantities, and all supporting evidence. Be factual and concise. Do not over-explain or sound emotional.
Wait 3-5 business days for a response
Amazon typically responds within 3-5 business days. If no response after 7 days, send a follow-up chaser referencing the original case ID. Do not open a duplicate case.
If denied, request the specific denial reason
Generic denials like "not eligible for reimbursement" are not acceptable. Ask the agent to specify: was it already reimbursed (provide the reimbursement ID), was evidence insufficient (what additional evidence is needed), or was the claim outside the window (show your date calculations).
Resubmit with targeted rebuttal evidence
Address the specific denial reason. If they say "already reimbursed," cross-reference your Reimbursements report and demonstrate the cited reimbursement covers different items. If "insufficient evidence," add the specific documents they requested.
Escalate to supervisor or FBA Reimbursement Team
If the second submission is denied with the same generic response, request a supervisor review. Ask for the case to be referred to the FBA Reimbursement Team. Reference both the original case ID and the resubmission case ID.
Open a fresh case if responses become circular
Sometimes a new case with a different agent produces a better result than continuing an existing thread. Reference the original case ID in your opening message so the new agent has context, but let them evaluate the evidence independently.
Common denial patterns: The three most frequent denial reasons for missing unit claims are “already reimbursed” (cross-reference your Reimbursements report), “insufficient evidence” (add the specific documents they request), and “outside the claim window” (show your date calculations from shipment creation or delivery). For detailed rebuttal templates, see the denied claim escalation template.
For a comprehensive escalation strategy, read the claim escalation guide.
Stop missing the missing units
ReclaimHQ imports your removal orders, reconciles expected vs received at the shipment level, calculates claim deadlines, and coaches you through filing with AI-powered claim assistance.
Start free trialFrequently asked questions
How do I know if units are actually missing from a removal order?+
Can I claim for missing units if the carrier says the parcel was delivered?+
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What if Amazon denies my missing units claim?+
Related guides
Pillar guide
Amazon FBA Removal Orders (UK) →
Track, reconcile, and avoid missing inventory across all your removal orders.
Filing guide
How to File FBA Reimbursement Claims →
Evidence requirements, filing steps, and how to handle denials.
Evidence guide
Building an Evidence Pack →
Photos, documents, and records that make claims airtight.
Escalation guide
Claim Escalation Strategy →
What to do when Amazon says no. Escalation ladder and rebuttal tactics.
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