Should I open one case or multiple cases for a split shipment?

Open one case per missing shipment. Amazon investigates each shipment independently because they may have been dispatched from different fulfilment centres with different carriers. Reference the shared Removal Order ID in each case so the agent sees the full picture.

What if one shipment arrived but has missing units?

This is a combination scenario. For the delivered-but-short shipment, use the Missing Units template. For the never-delivered shipment, use this Split Shipment template or the Lost in Transit template. File separate cases for each issue.

How do I tell which fulfilment centre shipped each part?

The Removal Shipment Detail report on Seller Central shows the ship-from FC code for each shipment. This can be useful when Amazon asks "which shipment do you mean?" — citing the FC code removes ambiguity. The carrier and tracking number also help identify each shipment leg.

Is the claim window per-shipment or per-order?

The claim window runs per-shipment, starting from each shipment creation date. If your removal order has 3 shipments created on different dates, each has its own 74-day claim window. A late shipment does not affect the window on an earlier one.

Split Shipment Missing Cartons: Removal Order Claim Template (UK)

Q: Why does Amazon split removal orders into multiple shipments?

Amazon splits removal orders when items are stored across multiple fulfilment centres or when the total quantity exceeds a single carton capacity. Each FC ships its own portion, so you may receive 3 cartons on different days from different carriers. This is normal — but it means each shipment must be tracked and claimed independently.

Amazon split your removal order into multiple shipments. One or more boxes arrived but others never did. Use this template to claim for the missing cartons, with a per-shipment evidence breakdown that makes the claim straightforward.

When to use this template

Use this template when all of the following are true:

Your removal order was split into two or more shipments (each with its own Shipment ID and tracking number).

At least one shipment was delivered successfully — you can confirm receipt.

One or more other shipments show no delivery scan (lost in transit) or were never dispatched.

At least 15 days have passed since the missing shipment(s) were created.

Each missing shipment is within its own 74-day claim window.

If the entire removal order (all shipments) is lost, use the lost in transit template — it covers the full order in a single case.

What to gather first

The key to a split shipment claim is a clear per-shipment breakdown. Amazon needs to see exactly which shipment is missing and which ones you received.

Removal Order ID

The shared order ID that covers all shipments — ties them together.

All Shipment IDs

List every shipment in the order, both received and missing.

Tracking number per shipment

Each shipment has its own carrier and tracking number. Check each one.

Delivery status per shipment

Screenshot each tracking page — delivered vs no delivery scan.

Expected units per shipment

The Removal Shipment Detail report breaks down units per shipment.

Goods-in record for received shipments

Proves you received the other shipments — strengthens the "this one is missing" argument.

Copy/paste message template — short version

Use this concise version for Seller Central live chat. File one case per missing shipment. Replace the bracketed placeholders with your actual values.

Short template — Live chat (one case per missing shipment)

Hi, I'm requesting reimbursement for a missing shipment from a split removal order.

Removal Order ID: [YOUR_REMOVAL_ORDER_ID]
Missing Shipment ID: [MISSING_SHIPMENT_ID]
Missing shipment tracking: [TRACKING_NUMBER]
Shipment created: [DATE]
Expected units in this shipment: [NUMBER]

This removal order was split into [TOTAL_SHIPMENTS] shipments. I have received [RECEIVED_COUNT] shipment(s) but the above shipment has not been delivered. The carrier tracking shows no delivery scan since dispatch [X] days ago.

Received shipments for reference:
Shipment [RECEIVED_SHIPMENT_ID_1] — delivered [DATE], [UNITS] units received
Shipment [RECEIVED_SHIPMENT_ID_2] — delivered [DATE], [UNITS] units received

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

Detailed template — email version

Use this version for email cases. The per-shipment breakdown table makes it immediately clear which part of the order is missing.

Detailed template — Email (one per missing shipment)

Subject: Reimbursement request — removal order [YOUR_REMOVAL_ORDER_ID], shipment [MISSING_SHIPMENT_ID] not delivered

Dear Amazon FBA Support,

I am writing to request reimbursement for a shipment within a split removal order that was never delivered. The removal order was divided into multiple shipments, and while some arrived, this one did not.

Removal Order ID: [YOUR_REMOVAL_ORDER_ID]
Total shipments in order: [TOTAL_SHIPMENTS]

Per-shipment breakdown:

Missing shipment details:
Shipment ID: [MISSING_SHIPMENT_ID]
Tracking number: [TRACKING_MISSING]
Carrier: [CARRIER_NAME]
Shipment creation date: [DATE]
Days since creation: [X]
Expected units: [NUMBER]
ASINs in this shipment: [LIST_ASINS]
COG at risk: £[AMOUNT]

The carrier tracking for the missing shipment shows no delivery scan at any point since dispatch. I have attached screenshots of all tracking pages showing the contrast between delivered and undelivered shipments, along with my goods-in records confirming receipt of the other shipment(s).

Per Amazon's FBA Reimbursement Policy, shipments not delivered within 60 days of creation 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

Split shipment claims benefit from comparative evidence — showing that some shipments arrived and others did not makes the case much clearer.

Carrier tracking screenshot for the MISSING shipment (showing no delivery scan)

Carrier tracking screenshot(s) for DELIVERED shipment(s) (showing successful delivery)

Goods-in log for delivered shipments (proves you received those portions)

Removal Shipment Detail report showing all shipments and their expected unit counts

Removal Order Detail report showing the overall order status

Photos of delivered cartons with shipping labels visible (matches shipment IDs you received)

For the full evidence pack structure, see our reimbursement evidence guide.

Follow-up template (7 days later)

If you haven't received a response within 7 days, follow up on each open case individually. Reference the specific Shipment ID alongside the Case ID.

Follow-up template

Hi, I'm following up on Case ID [YOUR_CASE_ID] regarding the missing shipment from removal order [YOUR_REMOVAL_ORDER_ID].

The specific shipment is [MISSING_SHIPMENT_ID], created on [DATE] with tracking [TRACKING_NUMBER]. This shipment still has not been delivered and the carrier tracking continues to show no delivery scan.

To be clear, this removal order had [TOTAL_SHIPMENTS] shipments. I have received the other [RECEIVED_COUNT] shipment(s) — only this one is missing. My goods-in records for the delivered portions were included in my original case submission.

Could you please provide an update on the investigation?

If you get denied: next steps

Split shipment claims sometimes confuse Amazon agents because they see one removal order with multiple moving parts. Here are the common issues and how to clarify.

"The removal order shows as Completed"

Order status "Completed" means Amazon considers their end finished — it does not mean all shipments were delivered. Point out the specific Shipment ID that was not delivered and ask the agent to check per-shipment tracking, not per-order status.

"We show delivery for this order"

The agent may be looking at a delivered shipment within the same order. Clarify that the order has multiple shipments and specify which Shipment ID and tracking number is missing. Ask them to check that specific tracking number, not the order as a whole.

"Already reimbursed for this removal order"

The reimbursement may relate to a different shipment within the same order. Ask for the Reimbursement ID and the specific Shipment ID it covers. If it covers a different shipment, point out that your claim is for Shipment ID [X], not the one already reimbursed.

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

Frequently asked questions

Why does Amazon split removal orders into multiple shipments?+

Amazon splits removal orders when your inventory is stored across multiple fulfilment centres. Each FC ships its portion independently, often with different carriers and on different dates. A 50-unit removal order might become 3 separate shipments from 3 different warehouses.

Should I open one case or multiple cases for split shipments?+

Open one case per missing shipment. Amazon investigates each shipment independently because they come from different fulfilment centres with different carriers. Reference the shared Removal Order ID in every case so the agent can see the full picture, but keep each case focused on one missing shipment.

What if one shipment arrived but with missing units?+

File two separate claims. For the delivered-but-short shipment, use the Missing Units template with your goods-in record as evidence. For the never-delivered shipment, use this Split Shipment template. Each is a different issue requiring different evidence.

How do I identify which fulfilment centre shipped each part?+

The Removal Shipment Detail report on Seller Central shows the ship-from FC code for each shipment (e.g. BHX4, MAN1). This helps when Amazon asks you to clarify which shipment you mean — citing the FC code, carrier, and tracking number eliminates ambiguity.

Does each shipment in a split order have its own claim window?+

Yes. The 74-day claim window (60 days delivery + 14 days investigation) runs independently per shipment, starting from each shipment creation date. If shipment A was created on January 1 and shipment B on January 5, they have different deadlines.

Related templates & guides

Lost in Transit TemplateEntire shipment never arrived Missing Units TemplateDelivered but fewer units than expected Escalation TemplateDenied? Request re-investigation Removal Orders GuideHow to track removal orders

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