A settlement tells you that money went back to a customer. The Returns screen tells you what happened to the goods, in the three situations you need to act on:
- Claims: a customer was refunded, the item never came back, and Amazon never reimbursed you. That is money Amazon owes on request, and SeroBooks writes the case for you.
- Coming back to you: Amazon has shipped units out of FBA to your address (a removal order). Nothing in your stock changes until you say what arrived.
- History: every returned unit with Amazon's verdict on its condition, and every reimbursement Amazon has paid.
How to open it
Amazon ▸ Returns.
Returns, reimbursements and removals are fetched from Amazon once a day, covering the last 90 days each time. Returned units and the summary tiles follow the period last chosen on the period bar of another Amazon screen (all dates if none); claims, removals coming back and reimbursements are never filtered by period.
The summary tiles
| Tile | Meaning |
|---|---|
| Units returned | Every returned unit, whatever its condition. |
| Back in stock | Units Amazon graded sellable. |
| Unsellable | Units graded damaged or defective. |
| Reimbursed | Money Amazon has already paid you (nothing paid yet when zero). |
| Removed to you | Units Amazon shipped out of FBA to you. |
| Disposed | Units destroyed at Amazon. |
Four tabs sit under the tiles, each with a count. A dot on Claims means there are claims you have not filed.
Claims
A refund becomes a claim candidate when it was paid more than 45 days ago (Amazon's return window), the unit does not appear in Amazon's customer returns, and no reimbursement was paid for the order.
The card at the top reads Claimable from Amazon: $X across N refunds with a File a claim button that opens the first unfiled claim, or Nothing to claim — every refund either came back or was reimbursed.
| Column | Meaning |
|---|---|
| Amazon order | The order number; click it to open the Amazon order. |
| Invoice | The SeroBooks invoice, if any. |
| Refunded | Date of the refund. |
| Age | Days since the refund. |
| At stake | The refunded product charge. |
| Status | Not filed, Filed, Amazon paid, Denied or Dropped. |
| File / Open | Opens the claim window. |
Sorting by Status puts unfiled claims first.
The claim window
Amazon provides no way for software to open a Seller Support case, so the last click is yours. The window gives you everything else.
- Read The case SeroBooks wrote for you: a subject line and message naming the order, the refund date and amount, the ASIN and SKU, and the fact that the unit is not in your FBA customer returns report.
- Choose Copy case text, or Open Seller Central, which copies the text and opens the Seller Central page where the case is submitted. Paste and send it there.
- Back in SeroBooks, under Record it here, fill in:
| Field | What to enter |
|---|---|
| Amazon case id (optional) | The case number Seller Support gives you. |
| Status | Filed, Amazon paid, Denied or Not worth chasing. |
| Note (optional) | Anything you want to remember. |
- Choose Record as filed (the button follows the status you picked). Until you have opened Seller Central, the window reminds you to send the case before marking it filed.
Recording the claim stops the same refund being proposed again and keeps the outcome on the list. Come back and change the status when Amazon answers. When Amazon pays, the reimbursement arrives in a settlement and appears under Reimbursements.
Coming back to you
Removal orders Amazon has shipped to you that are not fully booked in. Disposals (units destroyed at Amazon) never appear here.
| Column | Meaning |
|---|---|
| Requested | When the removal was requested. |
| Removal order | Amazon's removal order id. |
| SKU / product | The SKU and item name. |
| Condition | Amazon's grading: SELLABLE in green, anything else in red. |
| Shipped | Units Amazon has shipped. |
| Booked in | Units you have already received or discarded. |
| Outstanding | Units still to account for (amber). |
| Tracking | Tracking number (+n when several boxes). |
| Receive | Opens the receiving window. |
Receiving a removal
- Choose Receive (or double-click the row).
- Check the facts at the top: Removal order, SKU, Amazon condition, Shipped by Amazon, Already booked in, Outstanding, and the boxes under Shipped by Amazon (date, quantity, carrier, tracking).
- Under What arrived, split the units:
| Field | Meaning |
|---|---|
| Sellable | Back on the shelf. Goes into stock. |
| Damaged | Into stock, to sell at a discount. Amazon's "unsellable" means Amazon will not sell it, not that it is worthless. |
| Discarded | Written off. No stock moves. |
The quick chips All n sellable, All n damaged and Discard all n fill the fields. Sellable starts at the whole outstanding quantity.
- Choose Received at: the location the goods arrived at. It starts at the location you are working in, or your only location.
- Add a Note (optional), for example "Box crushed, 1 unit scratched — sell as open box".
- Choose Receive. The footer shows how many units go into stock.
The sellable and damaged units are added to the item's quantity on hand at that location. It is a quantity change only; no journal entry is written. If the SKU is not mapped to a SeroBooks item, the receipt is recorded but no stock moves; map it on Products and the next receipt will.
Undo last receipt (shown once something is booked in) reverses the most recent receipt on that line, including its stock movement.
Validation messages:
| Message | Fix |
|---|---|
| Enter how many units you received or discarded. | Enter at least one unit. |
| Only n unit(s) are outstanding — you entered m. | You cannot book in more than Amazon shipped. |
| Choose the location the goods arrived at. | Pick Received at. |
Returned units
Every returned unit in the period: Date, Amazon order (click to open), SKU, Qty, Condition (Amazon's disposition, green for sellable), Reason, and a Details button. If the list stays empty a day after connecting, the Amazon authorization may be missing the permission for FBA reports; the Issues screen will name it.
Reimbursements
Every reimbursement Amazon has paid: Approved, Reason, SKU, Amazon order, Cash (units paid in money), Stock (units replaced), Amount (green; red for a reversal, which is Amazon taking money back) and Details. Reimbursements post through the settlement journal to Inventory Adjustment (Shrinkage).
What happened: the return story
Details on a returned unit or reimbursement (or a double-click) opens What happened for that order or SKU, in a window you can move and resize:
- The verdict first, coloured: whole or covered (green), claimable (amber), no refund or unknown (grey), or a loss (red), with Out of pocket when you lost money.
- The order: product, sold date, marketplace, ship-to region, fulfilment and invoice.
- The unit came back: date, quantity, fulfilment centre, Condition, Why returned and What Amazon did, each with Amazon's code and what it means, the customer's comment and Amazon's unit id.
- Amazon paid: each reimbursement with reason, cash and stock units and case id.
- The money, line by line: the settlement lines for the order.
- This SKU's removals: removals and receipts of the same SKU, for context.
Open the order appears when the order is in SeroBooks. Otherwise the footer explains that Amazon named no order (an inventory event) or that the order settled before the imported window.
Permissions
Recording a claim and receiving or undoing a removal can each be refused with You do not have permission for this. Ask an administrator to grant it under Users & Roles.
Common problems
"Order … is not in SeroBooks — its sale settled outside the settlements imported so far." The return is for a sale from before your first imported settlement. The return is still shown; there is simply no order page.
A removal is missing from Coming back to you. It appears once Amazon reports it as shipped. Disposals never appear.
I received the wrong quantity. Choose Undo last receipt and receive again.
Related articles
- Recovery (reimbursements owed)
- Orders
- Products
- Storage
- Amazon reports (Amazon Refunds by Item)