How do I document missing units from a removal order?

Photograph the delivered cartons (sealed and opened), count every unit as you unpack, and record the count in a goods-in log with the date, shipment ID, expected quantity, and actual quantity. If you use warehouse management software, a screenshot of the check-in record works. The key is proving you received fewer than expected at the moment of delivery.

How long does Amazon take to resolve a missing units claim?

Amazon typically responds within 5-10 business days for straightforward missing units claims with clear evidence. Complex cases or those requiring carrier investigation can take 2-4 weeks. If you have not heard back after 7 days, send a follow-up referencing your Case ID.

What evidence does Amazon need for a missing units claim?

Amazon wants: (1) proof of delivery from the carrier, (2) your receiving records showing the count discrepancy, (3) photos of the delivered cartons if possible, and (4) the Removal Shipment Detail report showing expected units. The stronger your goods-in documentation, the faster the claim resolves.

Removal Order Missing Units Claim Template (UK)

Q: What counts as "missing units" in a removal order?

Missing units means the shipment was physically delivered (carrier shows a delivery scan) but contained fewer units than Amazon said were in the shipment. This is different from "lost in transit" where no delivery occurred at all. The shortfall could be one unit or dozens — any discrepancy between expected and received counts qualifies.

Q: What if only some units are missing — can I still claim?

Yes. You can claim for any number of missing units, even a single item. Your claim should state the exact expected count, the exact received count, and the shortfall. Amazon will investigate per-unit, so be precise. You do not need to wait for an entire shipment to go missing.

Your removal order was delivered but the carton contained fewer units than Amazon said were shipped. Use this template to claim reimbursement for the shortfall, backed by your receiving records and carton photos.

When to use this template

Use this template when all of the following are true:

The carrier tracking confirms the shipment was delivered to your address.

You received fewer units than shown on the Removal Shipment Detail report.

You counted the units at the point of delivery (or have a goods-in log proving the shortfall).

The shipment is within the reimbursement eligibility window (claim within 74 days of shipment creation).

You have not already received a reimbursement for these specific missing units.

If the shipment never arrived at all, use the lost in transit template instead.

What to gather first

Missing units claims live or die on your receiving evidence. Collect everything below before opening the case — Amazon will ask for proof of the shortfall.

Removal Order ID

Found on the Removal Order Detail page in Seller Central.

Shipment ID

Each shipment has its own expected unit count — claim per shipment.

Tracking number + delivery proof

Carrier tracking confirming delivery date and signature (if applicable).

Expected vs received counts

The exact number Amazon said was shipped vs the number you counted on arrival.

Goods-in log or receiving record

Your warehouse check-in record with date, shipment ID, and unit count. This is the most important piece.

Carton photos

Photos of sealed carton (before opening), contents (after opening), and shipping label. Shows condition on arrival.

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 delivered with missing units.

Removal Order ID: [YOUR_REMOVAL_ORDER_ID]
Shipment ID: [YOUR_SHIPMENT_ID]
Tracking number: [YOUR_TRACKING_NUMBER]
Delivery date: [DELIVERY_DATE]
Expected units: [EXPECTED_COUNT]
Received units: [RECEIVED_COUNT]
Missing units: [SHORTFALL]

The carton was delivered on [DELIVERY_DATE] and checked in immediately. Our goods-in record confirms we received [RECEIVED_COUNT] of [EXPECTED_COUNT] expected units. I've attached our receiving record and photos of the delivered carton.

Please investigate and process reimbursement for the [SHORTFALL] missing units per Amazon's FBA Reimbursement Policy.

Detailed template — email version

Use this version for email cases or when you want to present comprehensive evidence upfront. Spell out every detail so Amazon cannot ask "but did you count them?"

Detailed template — Email

Subject: Reimbursement request — removal order [YOUR_REMOVAL_ORDER_ID], missing units on delivery

Dear Amazon FBA Support,

I am writing to request reimbursement for units missing from a delivered removal order shipment. The shipment arrived but contained fewer units than your records indicate were dispatched.

Removal Order ID: [YOUR_REMOVAL_ORDER_ID]
Shipment ID: [YOUR_SHIPMENT_ID]
Tracking number: [YOUR_TRACKING_NUMBER]
Carrier: [CARRIER_NAME]
Delivery date: [DELIVERY_DATE]
Expected units (per Removal Shipment Detail): [EXPECTED_COUNT]
Received units (per our goods-in record): [RECEIVED_COUNT]
Missing units: [SHORTFALL]
ASINs affected: [LIST_ASINS]
Total COG at risk: £[AMOUNT]

The shipment was received at our warehouse on [DELIVERY_DATE] and was checked in by [STAFF_NAME/PROCESS]. Our goods-in log records the unit count at the point of receipt, before any items were put away or processed. The count shows [RECEIVED_COUNT] units received against an expected [EXPECTED_COUNT] units per the Removal Shipment Detail report.

I have attached the following evidence:

1. Carrier tracking confirmation showing delivery date and signature
2. Our warehouse goods-in log showing the received unit count
3. Photographs of the delivered carton(s) — sealed and opened
4. Removal Shipment Detail report showing expected unit count

Per Amazon's FBA Reimbursement Policy, I am requesting reimbursement for the [SHORTFALL] units that were not included in the delivered shipment.

Thank you for your time.

Attachments checklist

Missing units claims require stronger evidence than lost-in-transit claims because you need to prove what you received, not just that something failed to arrive.

Carrier tracking screenshot confirming delivery date and signature

Goods-in log or warehouse receiving record showing date, shipment ID, and unit count

Photo of sealed carton(s) before opening — shows condition on arrival

Photo of opened carton(s) showing contents and any empty space

Photo of the shipping label on the carton (confirms shipment ID)

Removal Shipment Detail report from Seller Central showing expected unit count

For a full breakdown of the evidence Amazon accepts, see our reimbursement evidence guide.

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 missing units from removal order [YOUR_REMOVAL_ORDER_ID].

This case was opened on [DATE]. The shipment (ID: [YOUR_SHIPMENT_ID]) was delivered on [DELIVERY_DATE] with [SHORTFALL] fewer units than expected. I provided our goods-in record and carton photos as evidence.

Could you please provide an update on the investigation? I am still missing [SHORTFALL] units and would appreciate a resolution.

If you get denied: next steps

Missing units claims are denied more often than lost-in-transit claims because Amazon may dispute your count. Here are the most common denial reasons and how to respond.

"Our records show the correct quantity was shipped"

Ask Amazon to provide the specific packing manifest for the shipment. Their records show what was supposed to be packed — your records show what arrived. Request they investigate the fulfilment centre packing process for this shipment.

"We need more evidence of the shortfall"

Resubmit your goods-in log with a clear date/time stamp, the shipment ID, and both the expected and received counts. Add photos if you did not include them originally. If you have CCTV footage of the unboxing, mention its availability.

"Already reimbursed"

Ask for the Reimbursement ID and cross-check against your reimbursement report. The reimbursement may have been partial (covering some but not all missing units) or may relate to a different shipment within the same removal order.

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

Frequently asked questions

What counts as "missing units" in a removal order?+

Missing units means the shipment was physically delivered but contained fewer units than Amazon said were in the shipment. This is different from "lost in transit" where no delivery occurred at all. The shortfall could be one unit or dozens — any discrepancy between expected and received counts qualifies.

How should I document the missing units?+

Count units at the point of delivery, not after they have been put away. Record the count in a goods-in log with the date, shipment ID, expected quantity, and actual quantity. Photograph the sealed carton before opening it, then photograph the contents. If your warehouse uses a check-in system, a screenshot of that record works well.

Can I claim if only one or two units are missing?+

Yes. There is no minimum shortfall threshold. Even a single missing unit is claimable. State the exact expected count, the exact received count, and the shortfall. Amazon investigates per-unit, so precision matters more than volume.

How long does a missing units claim take to resolve?+

Straightforward claims with clear goods-in evidence typically resolve in 5-10 business days. Claims without receiving records or photos may require additional back-and-forth and can take 2-4 weeks. The better your documentation, the faster it goes.

What if I did not count the units on arrival?+

You can still file a claim, but it will be harder to prove. Amazon may ask for a goods-in record, and without one, the claim relies on your word against their packing records. For future shipments, count and photograph every removal order delivery immediately — this is the single most important habit for successful claims.

Related templates & guides

All Guides & TemplatesBrowse the full removal order resource hub How to File ClaimsEvidence, filing steps, and denial rebuttals Deadline GuideFull UK claim window rules and timing Missing Units GuideDeep-dive on quantity shortfall claims Evidence Pack GuideWhat to attach for maximum approval odds Escalation Playbook7-level ladder when Amazon denies your claim Lost in Transit TemplateShipment never arrived at all Split Shipment TemplateOne box arrived, one did not Escalation TemplateDenied? Request re-investigation Follow-Up ChaserNo response? Chase at day 7, 14, 21

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