What if the outer packaging is damaged but the items inside are fine?

If the items themselves are undamaged and still sellable, you generally do not have a reimbursement claim for the product value. However, if the outer packaging is the retail packaging (product box) and it is damaged to the point the item cannot be sold as "New", you may have a claim for the difference in condition value. Document the packaging damage regardless — it strengthens any future claims for that shipment.

Removal Order Damaged in Transit Claim Template (UK)

Q: What counts as "damaged in transit" for a removal order claim?

Damage that occurred between Amazon dispatching the shipment and you receiving it. This includes crushed packaging, water damage, broken or cracked items, torn shrink wrap, missing protective packaging that led to damage, and any condition deterioration not present when the item was stored at the fulfilment centre. The key test is: was the item in sellable or expected condition when Amazon held it, and is it now damaged?

Q: What photos do I need for a damaged in transit claim?

You need at minimum: (1) the outer carton/packaging showing any external damage, (2) the damaged item(s) with the Amazon FNSKU barcode label clearly visible, (3) close-up shots of the specific damage, and (4) a wide shot showing the item alongside its shipping packaging for context. Include a date reference (newspaper, phone screen showing date) if possible. The barcode label visibility is critical — Amazon needs to match the photo to the specific unit.

Q: How long do I have to file a damaged in transit claim?

You should file as soon as possible after receiving the damaged shipment — ideally within a few days. The standard removal order claim window of 60-74 days from shipment creation applies, but the sooner you file, the stronger your case. Delayed claims invite scepticism about whether the damage occurred in transit or after receipt. Photograph everything on the day of delivery.

Q: Can I claim for partial damage — some items damaged, some fine?

Yes. Specify exactly which units are damaged and which are intact. Provide individual photos for each damaged unit with its FNSKU label visible. Amazon will assess reimbursement per unit, so being precise about which items are affected (by ASIN and quantity) helps avoid disputes and speeds up processing.

Your removal order arrived but the items are damaged. Crushed boxes, water damage, broken products — the carrier or Amazon's packing caused it. Use this template to claim reimbursement with the right photos and documentation.

When to use this template

Use this template when all of the following are true:

The removal order shipment has been delivered to your address.

Items arrived damaged — physically broken, crushed, water-damaged, or with compromised packaging.

The damage was not present when Amazon held the stock (items were sellable or in expected condition at the FC).

You documented the damage with photographs on the day of receipt.

The shipment is within the standard claim window (file as soon as possible for strongest case).

Not sure about timing? Check our reimbursement deadlines guide for the full UK claim window rules.

What to gather first

Damaged-in-transit claims live or die on photographic evidence. Gather these before you open a case — Amazon will almost certainly ask for photos, so submit them upfront.

Removal Order ID

Found on the Removal Order Detail page in Seller Central.

Shipment ID

Each removal order may have multiple shipments — claim per shipment.

Damage photos (4 angles)

Outer carton, damaged items with FNSKU visible, close-up of damage, and context shot.

Condition on receipt statement

Written record of what you observed on opening — date, time, description of damage.

Expected vs damaged unit count

How many units were expected, how many arrived damaged, how many were intact.

Delivery date

The date you received the shipment — file promptly for the strongest case.

Copy/paste message template — short version

Use this concise version for Seller Central live chat. Replace the bracketed placeholders with your actual values.

Short template — Live chat

Hi, I'm requesting reimbursement for a removal order shipment that arrived with items damaged in transit.

Removal Order ID: [YOUR_REMOVAL_ORDER_ID]
Shipment ID: [YOUR_SHIPMENT_ID]
Tracking number: [YOUR_TRACKING_NUMBER]
Delivery date: [DATE_RECEIVED]
Total units in shipment: [NUMBER]
Damaged units: [NUMBER]
Type of damage: [DESCRIBE — e.g. crushed packaging, water damage, broken items]

The items were in sellable condition when held at the fulfilment centre. The damage occurred during transit. I have attached photos showing the outer packaging condition, the damaged items with FNSKU labels visible, and close-ups of the damage.

Please investigate and process reimbursement for the damaged units per Amazon's FBA Reimbursement Policy.

Detailed template — email version

Use this version for email cases or when you want to provide comprehensive evidence upfront. More detail reduces back-and-forth.

Detailed template — Email

Subject: Reimbursement request — removal order [YOUR_REMOVAL_ORDER_ID], items damaged in transit

Dear Amazon FBA Support,

I am writing to request reimbursement for items that arrived damaged in a removal order shipment. The damage occurred during transit and was documented upon receipt.

Removal Order ID: [YOUR_REMOVAL_ORDER_ID]
Shipment ID: [YOUR_SHIPMENT_ID]
Tracking number: [YOUR_TRACKING_NUMBER]
Carrier: [CARRIER_NAME]
Delivery date: [DATE_RECEIVED]
Total units in shipment: [NUMBER]
Damaged units: [NUMBER]
Undamaged units: [NUMBER]
ASINs affected: [LIST_ASINS]
Total COG at risk: £[AMOUNT]

Condition on receipt:

The shipment was received on [DATE] at [TIME]. Upon opening the outer carton, I observed [DESCRIBE DAMAGE — e.g. "the carton was visibly crushed on one side, with water staining on the base. Inside, [X] units of [ASIN] had cracked packaging and [Y] units of [ASIN] had broken seals."]

I have attached the following photographic evidence:

1. Outer packaging showing transit damage
2. Damaged items with Amazon FNSKU barcode labels visible
3. Close-up photos of each type of damage
4. Wide shot showing items alongside their shipping packaging

These items were in sellable condition when stored at the fulfilment centre. The damage clearly occurred during the carrier transit process. Per Amazon's FBA Reimbursement Policy, I am requesting reimbursement for the [NUMBER] damaged units.

Thank you for your time.

Attachments checklist

Photos are the single most important evidence for damage claims. Amazon agents will reject claims that lack clear photographic documentation.

Photo of outer carton/packaging showing external transit damage (dents, tears, water marks)

Photo of each damaged item with Amazon FNSKU barcode label clearly visible and legible

Close-up photo of specific damage on each affected unit (cracks, breaks, water staining)

Wide-angle photo showing damaged items alongside shipping packaging for context

Written condition-on-receipt statement with date, time, and damage description

Removal Shipment Detail report from Seller Central showing expected unit count

Need help organising evidence? See our 4-piece evidence checklist for the complete evidence pack structure.

Follow-up template (7 days later)

If you haven't received a response or resolution within 7 days, send this follow-up. Reference your original Case ID to keep the conversation in one thread.

Follow-up template

Hi, I'm following up on Case ID [YOUR_CASE_ID] regarding reimbursement for damaged items in removal order [YOUR_REMOVAL_ORDER_ID].

This case was opened on [DATE] and I have not received a resolution. The shipment (ID: [YOUR_SHIPMENT_ID]) was delivered on [DELIVERY_DATE] with [NUMBER] units damaged in transit. I provided photographic evidence including images of the damaged items with FNSKU labels visible.

Could you please provide an update on the investigation? The photographic evidence clearly shows transit damage and I would appreciate a prompt resolution.

If you get denied: next steps

A denial is not the end. Damage claims are commonly denied for one of three reasons. Here's how to respond to each.

"Item was already in unsellable condition"

Ask for the specific grading report or warehouse scan that shows the item was unsellable before dispatch. If the item was listed as "Sellable" in the Removal Order Detail report, screenshot that and resubmit. Amazon's own records should confirm the pre-dispatch condition.

"Photos are insufficient"

Ask exactly what is missing or unclear. Common issues: FNSKU label not readable in the photo, damage not clearly visible, no context shot. Retake photos if possible (items should still be in your possession) and resubmit with each requirement addressed explicitly.

"Damage may have occurred after delivery"

This is where your condition-on-receipt statement and timestamped photos are critical. Emphasise the delivery date, the immediate documentation, and the nature of the damage (e.g. crushed carton indicates transit pressure, not post-receipt handling). Request escalation if the agent dismisses your evidence without explanation.

Need to escalate further? Use our escalation after denial template.

Frequently asked questions

What counts as "damaged in transit" for a removal order claim?+

Any damage that occurred between Amazon dispatching the shipment and you receiving it. This includes crushed packaging, water damage, broken items, torn shrink wrap, and any condition deterioration not present when Amazon held the stock. The key question is: was the item in the expected condition when Amazon stored it, and is it now worse?

What photos do I need for a damaged in transit claim?+

At minimum: (1) the outer carton showing external damage, (2) each damaged item with FNSKU barcode label clearly visible and legible, (3) close-ups of the specific damage on each unit, and (4) a wider shot showing items alongside their shipping packaging for context. The FNSKU visibility is critical — Amazon needs to match the photo to the specific unit in their system.

What if the packaging is damaged but the items inside are fine?+

If the products are physically undamaged and still sellable, you typically cannot claim for product reimbursement. However, if the damaged packaging is the retail packaging (the product box a customer would buy) and it cannot be sold as "New" condition, you may claim for the condition downgrade. Document the packaging damage either way — it strengthens future claims for that shipment.

How long do I have to file a damaged in transit claim?+

File as soon as possible after delivery — ideally within a few days. The general removal order claim window of 60-74 days applies, but delay weakens your case. Amazon may question whether damage occurred in transit or after receipt. Photographing everything on the delivery day is the strongest position.

Can I claim for partial damage — some items damaged, some intact?+

Yes. Be precise about exactly which units are damaged and which are fine. Photograph each damaged unit individually with its FNSKU label visible. Amazon assesses reimbursement per unit, so clear identification of the specific affected items speeds up the process and avoids disputes about the total.

Related templates & guides

Lost in Transit TemplateShipment never arrived at all Grading Dispute TemplateAmazon graded sellable stock as unsellable Escalation TemplateDenied? Request re-investigation Deadline GuideFull UK claim window rules

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