Removal order claim denied: how to respond (UK template)
Your reimbursement claim was denied and you believe the decision is wrong. This page shows how to respond: check the reason against your evidence, reply on the same case, ask for a supervisor review, and know when to stop.
When to use this template
Use this template when all of the following are true:
If the denial was specifically about timing (filed too early), use the too early resubmission template instead.
What to gather first
A response works best when it gives organised, numbered evidence that can be checked point by point. Build your evidence index before you reply.
And any case it was reopened as, so the history stays together.
Copy the exact wording, so your reply answers that reason and no other.
The core identifiers for the claim, included in every message.
Number each piece of evidence: 1. Tracking screenshot, 2. Shipment report, 3. Goods-in log, and so on.
The Amazon FBA reimbursement policy that applies to the claim, as Seller Central Help states it today.
Date of the original claim, the denial and each reply, so the history is clear.
How to respond, step by step
Keep everything on one case for as long as it is open, and answer the reason Amazon actually gave.
Step 1: Read the denial reason and check it against your evidence
Find the exact reason Amazon gave, then check it against your reports. If the reason is right (the units were already reimbursed, or the claim was filed outside the window), record the outcome. If it does not match the records, note exactly why.
Step 2: Reply on the same case with the missing evidence
Reply on the same case, attach the evidence that answers the reason given, and ask for the decision to be reviewed, citing the policy that applies. Number each piece of evidence so it can be checked point by point.
Step 3: Ask on the same case for a supervisor review
If the reply repeats the decision without addressing your evidence, ask on the same case for the decision to be reviewed by a supervisor. Keeping it on one case keeps the whole history together.
Step 4: If the case is closed, open one new case
Open one new case quoting the original case ID and attach the evidence again. Never run two cases for one claim.
Step 5: For an underpaid reimbursement, use the Reimbursement Revaluation Tool
If Amazon paid but valued the unit below what you paid for it, ask for a revaluation through the Reimbursement Revaluation Tool in Seller Central, with your purchase invoice as proof of cost.
Step 6: Know when to stop
If Amazon has reviewed your evidence and confirmed its decision with a policy reason, record the outcome and move on.
SAFE-T claims are for seller-fulfilled orders and do not apply to FBA reimbursements.
Response template: short version
Use this concise version on the same case to ask for the decision to be reviewed.
Hi, I am requesting a re-investigation of Case ID [YOUR_DENIED_CASE_ID]. My reimbursement claim for removal order [YOUR_REMOVAL_ORDER_ID] was denied, and I believe the denial is incorrect.
Denial reason given: "[EXACT DENIAL TEXT]"
Removal Order ID: [YOUR_REMOVAL_ORDER_ID]
Shipment ID: [YOUR_SHIPMENT_ID]
Original Case ID: [YOUR_DENIED_CASE_ID]
Why the denial is incorrect:
[STATE YOUR COUNTER-ARGUMENT, e.g. "The denial states I was already reimbursed, but no reimbursement for this shipment appears in my Reimbursements report. I have attached a screenshot of the report filtered to this order ID showing zero reimbursements."]
Evidence provided:
1. [Evidence item 1, e.g. Carrier tracking screenshot]
2. [Evidence item 2, e.g. Removal Shipment Detail report]
3. [Evidence item 3, e.g. Reimbursements report showing no prior payment]
Please review the decision against each piece of evidence. If the decision cannot be changed at this stage, I would like this case reviewed by a supervisor.
Detailed response: email version
Use this version when replying in writing. Numbered evidence lets Amazon check each point and answer it.
Subject: Request for re-investigation: removal order [YOUR_REMOVAL_ORDER_ID] reimbursement denied in error
Dear Amazon FBA Support,
I am writing to formally request a re-investigation of my reimbursement claim for removal order [YOUR_REMOVAL_ORDER_ID], which was denied under Case ID [YOUR_DENIED_CASE_ID].
Case history:
Original claim filed: [DATE]
Case ID: [YOUR_DENIED_CASE_ID]
Denial date: [DATE]
Denial reason: "[EXACT DENIAL TEXT]"
Claim details:
Removal Order ID: [YOUR_REMOVAL_ORDER_ID]
Shipment ID: [YOUR_SHIPMENT_ID]
Tracking number: [YOUR_TRACKING_NUMBER]
Shipment creation date: [DATE]
Expected units: [NUMBER]
Received units: [NUMBER or 0]
ASINs affected: [LIST_ASINS]
Total COG at risk: £[AMOUNT]
Why the denial is incorrect:
[PARAGRAPH EXPLAINING YOUR COUNTER-ARGUMENT. Be specific. Reference the denial reason by name and explain why it does not apply. For example: "The denial states the shipment was already reimbursed. I have checked my Reimbursements report for the period [DATE] to [DATE] and there is no reimbursement matching this Shipment ID, Removal Order ID, or any of the affected ASINs. Evidence item 3 below is a screenshot of this report confirming no prior reimbursement."]
Evidence index:
1. Carrier tracking screenshot: shows [status, e.g. no delivery scan since dispatch]
2. Removal Shipment Detail report: shows expected unit count and shipment date
3. Reimbursements report: shows no prior reimbursement for this shipment
4. Removal Order Detail report: shows order status and all shipment IDs
5. [Any additional evidence: goods-in log, POD, warehouse records]
I request that each piece of evidence be reviewed individually and that the re-investigation addresses why the original denial reason applies despite the evidence to the contrary.
I believe this claim meets the conditions of Amazon's FBA reimbursement policy for inventory that was lost, damaged, or not returned as part of a removal order, and I request that the decision be reviewed against the evidence above.
If the decision cannot be changed at this stage, please pass the case to a supervisor for review.
Thank you for your attention to this matter.
Attachments checklist
Attach the evidence from your index. An organised submission lets Amazon check each point quickly.
Need help organising evidence? See our 4-piece evidence checklist for the complete evidence pack structure.
Supervisor review request
If the reply repeats the original decision without addressing your evidence, ask on the same case for a supervisor review.
Thank you for reviewing the case. I appreciate your time, but I do not agree with the decision as my evidence has not been addressed individually.
I would like this case reviewed by a supervisor. Specifically, I am asking for a review of:
1. The carrier tracking showing [status]
2. The Removal Shipment Detail report confirming [X] expected units
3. The Reimbursements report showing no prior payment for this shipment
Please confirm on this case that the review has been requested.
Frequently asked questions
When should I respond to a denied claim rather than refile?+
How do I ask for a supervisor review?+
What if the case has been closed?+
Can I use SAFE-T for an FBA reimbursement?+
When should I stop?+
Related templates & guides
If your original claim was a specific type, start with that template before responding to a denial.
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