What information do I need to file a lost in transit claim?

You need: Removal Order ID, Shipment ID, Tracking Number, shipment creation date, expected unit count, and ideally a carrier tracking screenshot showing no delivery scan. Having your ASIN and FNSKU ready also helps.

What if Amazon says the removal order was delivered but I never received it?

This is a different claim type — a "delivered but missing units" claim. Check the carrier proof of delivery, compare expected vs received unit counts, and use the Missing Units template instead. If the POD is unsatisfactory, you can still claim.

Can I claim for a removal order that was lost more than 60 days ago?

The claim window is approximately 74 days from shipment creation (60 days for carrier delivery + 14 days for Amazon investigation). After this period, Amazon is less likely to approve the claim, but it is still worth filing — some agents will honour late claims, especially with strong evidence.

What if my lost in transit claim is denied?

Do not accept the first denial. Common denial reasons include "already reimbursed" (check if it was partial) and "within policy" (ask for the specific policy cited). Use the escalation template to request re-investigation, and escalate to a supervisor if needed.

Amazon Removal Order Lost in Transit Claim Template (UK)

Your removal order was dispatched from Amazon's fulfilment centre but never arrived. The carrier shows no delivery scan. Use this template to file a reimbursement claim for stock lost in transit.

When to use this template

Use this template when all of the following are true:

The removal order status shows "Completed" or "Shipped" on Seller Central.

The carrier tracking shows no delivery scan (or tracking has stopped updating).

At least 15 days have passed since the shipment creation date.

The shipment is within the 74-day claim window (60 days carrier + 14 days Amazon investigation).

You have not already been reimbursed for this specific shipment.

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

What to gather first

Before opening a case, collect these IDs and evidence. Having everything ready makes the claim faster and reduces the chance of Amazon asking follow-up questions.

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.

Shipment creation date

Used to calculate whether you are within the claim window.

Tracking number

Amazon assigns a carrier and tracking number to each shipment.

Expected vs received units

How many units were supposed to arrive vs how many did (zero for lost).

Carrier tracking screenshot

Screenshot showing no delivery scan — attach to your 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 was never delivered.

Removal Order ID: [YOUR_REMOVAL_ORDER_ID]
Shipment ID: [YOUR_SHIPMENT_ID]
Tracking number: [YOUR_TRACKING_NUMBER]
Shipment created: [DATE]
Expected units: [NUMBER]
Received units: 0

The carrier tracking shows no delivery scan. The shipment was created over [X] days ago and is within the reimbursement eligibility window. I've attached a screenshot of the carrier tracking page confirming no delivery.

Please investigate and process reimbursement for the lost 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], shipment lost in transit

Dear Amazon FBA Support,

I am writing to request reimbursement for a removal order shipment that has been lost in transit. The details are as follows:

Removal Order ID: [YOUR_REMOVAL_ORDER_ID]
Shipment ID: [YOUR_SHIPMENT_ID]
Tracking number: [YOUR_TRACKING_NUMBER]
Carrier: [CARRIER_NAME]
Shipment creation date: [DATE]
Expected units: [NUMBER]
Received units: 0
ASINs affected: [LIST_ASINS]
Total COG at risk: £[AMOUNT]

The shipment was created [X] days ago. The carrier tracking page shows no delivery scan at any point since dispatch. I have attached a screenshot of the carrier tracking page and the Removal Shipment Detail report showing the expected unit count.

Per Amazon's FBA Reimbursement Policy, removal order shipments that are not delivered within 60 days of the shipment creation date are eligible for reimbursement. This shipment meets that criterion.

Please investigate and process reimbursement for the [NUMBER] lost units.

Thank you for your time.

Attachments checklist

Attach these to your case to strengthen the claim and reduce follow-up requests.

Carrier tracking screenshot showing no delivery scan

Removal Shipment Detail report (Seller Central) showing expected units

Removal Order Detail report showing order status and shipment IDs

Goods-in log or warehouse receiving record (if applicable)

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 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 created [X] days ago and the carrier tracking still shows no delivery.

Could you please provide an update on the investigation? The reimbursement eligibility window is still open and I would appreciate a prompt resolution.

If you get denied: next steps

A denial is not the end. Most lost-in-transit claims are initially denied for one of three reasons. Here's how to respond.

"Already reimbursed"

Ask for the specific Reimbursement ID and date. Cross-reference it against your reimbursement report — it may be partial, for a different shipment, or for a different ASIN within the same order.

"Within normal processing time"

If the shipment is genuinely past 60 days with no delivery scan, push back. Cite the shipment creation date and ask what the expected delivery timeframe is. Request escalation if the agent cannot provide a specific date.

"Insufficient evidence"

Ask exactly what evidence is missing. Resubmit with the carrier tracking screenshot, Removal Shipment Detail report, and your goods-in log. Escalate if the agent cannot specify what is lacking.

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

Frequently asked questions

How long should I wait before claiming a lost removal order?+

Wait at least 15 days after the shipment creation date. Amazon considers a shipment eligible for investigation after this minimum period. For lost-in-transit claims specifically, aim to file between day 15 and day 74.

What if Amazon says it was delivered but I never received it?+

That is a different scenario — a "delivered but missing units" claim. Check carrier proof of delivery, compare expected vs received counts, and use the Missing Units template instead.

Can I claim for multiple shipments in one case?+

Amazon prefers one shipment per case for clarity. If your removal order was split into multiple shipments and more than one is lost, open separate cases for each. Reference the shared Removal Order ID so the agent sees the full picture.

What if the tracking shows partial delivery?+

If tracking shows delivery but you received fewer units than expected, use the Missing Units template. If only some shipments in a split order arrived, claim for each missing shipment individually.

How much will Amazon reimburse?+

Amazon calculates reimbursement based on the item's selling price (less fees) or the average selling price of similar items. It is not based on your cost of goods — but tracking your COG helps you understand whether the reimbursement is fair.

Related templates & guides

Missing Units TemplateDelivered but fewer units than expected Escalation TemplateDenied? Request re-investigation Too Early ResubmissionFiled before eligible — resubmit Deadline GuideFull UK claim window rules

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