Helium10 - Amazon Reimbursements Process

1) Helium10 - Refund Genie

• We have a new software called Refund Genie. It helps us identify the SKU and Quantity of Damaged and Lost Amazon FBA inventory. It helps us calculate this data automatically, so we only have to create cases in Amazon Seller Central to get our money back.

  • • https://members.helium10.com/refundgenie/main/index?accountId=1543200647

• You can access the EU and NA accounts, and they have separated the reimbursement according to Lost and Damaged

2) Download the report from Helium10

• I will give an example how to get our money back. For this example, I will use "(NA) Wasserstein North America " under "Lost" report type

• Click Download:

• After downloading the report, there are 3 files:

  • • "Lost" folder = contains all the .txt files of each sku which are "Lost". We will use this when creating the Amazon case

    • "Instructions" txt file = contains the template text which we can use for the Amazon case

    • "Lost Summary *Date*" = contains the overview of all skus. These skus are also in the "Lost" folder.

3) Record the SKUs in our Amazon Reimbursements Google Sheet

• https://docs.google.com/spreadsheets/d/1BC0OwxJrKPssJYenxagAPWwgaaTiJTmvKck0FPFMcfQ/edit#gid=1833996513

• Helium10 tab = new tab to keep track of all reimbursements from Helium10

• You can use the data from the "Lost Summary *Date*" excel file downloaded from Helium10

• Sort the list by SKU first, in alphabetical order. It will make your life easier, because the files in the "Lost" folder are sorted in alphabetical order too.

• The columns are as follows:

  • • Date Submitted = Date you are doing the reimbursement

    • SKU = SKU column in Helium10 report (If not our SKU, just leave blank)

    • FNSKU = column in Helium10 report

    • Category = "Lost" or "Damaged" depending what report you downloaded

    • Quantity Reimbursable = Column C ("Not yet reimbursed") in the Helium10 report

    • Amazon Case Link = paste the link here after you create the case

    • Case Result = monitor the case link, and input the result here

      • • • The result could be one of the following: Reimbursed, Inventory Located, Reimbursed Previously, etc.

          • You may have other reasons based on what the Amazon support replies in the case

    • Quantity Reimbursed = The unit quantity that Amazon refunds us, so we can double check if they refunded us for everything we dispute

    • Dollar Amount Reimbursed = The $ or Euro amount reimbursed (if any), sometimes they will indicate the dollar amount in the case

4) Create cases in Amazon Seller Central

• After you record all the SKUs into the Google Sheets, you can now start creating Seller Support cases to get our money back

• You can dispute up to 5 SKUs for each seller support case.

  • • Example: Total of 100 SKUs we can dispute according to Helium10, then you need to create 20 seller support cases with 5 SKU per case.

    • DO NOT dispute more than 5 SKU for each case. You can dispute less than 5, but NOT more than 5.

• You can create the case on this link: https://sellercentral.amazon.com/help/hub/support/describe

  • • Description, use the following text below:

      • • Hello,

        • The items included in the attachment are showing up in my inventory adjustments as being under lost, damaged or destroyed.

        • I am requesting a reimbursement for them. Please see the attached files.

        • Thank you so much for your time!

        • Sincerely,

        • Veronica

    • Make sure to change the "Lost, Damaged or Destroyed" accordingly. If you are disputing Lost items, then it should only say Lost.

    • Click "Continue", then scroll down and click "Contact Us"

    • For "Contact Reason", please update accordingly if Lost, Damaged or Destroyed

    • For "ASIN/FNSKU", you can copy paste this from our Google Sheets easily

    • Under Additional Information, click "+ add attachments"

    • Attach the up to 5 files in the "Lost" folder, according to the SKUs you are disputing in this case. The files must match the SKU you are disputing, be careful and do not attach wrong files.

    • After you finish creating the case, click "Send" and save the Case Link into our Google Sheets.

5) Follow up with Amazon Support

• Amazon should respond to the case within 24 hours. If they take longer, you can follow up once a day. Sometimes they will only refund us some of the SKU in the case, you can keep following up until they have responded for all SKU you disputed.

• Make sure to always record the results in our Google Sheets, so you can monitor the status easily

6) Do the reimbursement for other categories

• After you finish the "Lost" inventory for our Amazon America (NA) account, you can continue and do the "Damaged" inventory, and also for our EU account. (Total of 4).

• The process should be the same as above.