Help centre · Reimbursements

Refunds where the item never came back

Sometimes a customer is refunded on an FBA order but the item never comes back. STK shows you those orders for each SKU, and you can claim for them the same way as any other overdue reimbursement.

See a SKU's refunded orders

1. Open the SKU's Reconcile Dashboard. See check a SKU on the Reconcile Dashboard.
2. Scroll to the Refund Orders card.

Each row shows the order and where its refund stands.

A green tick means the units not returned have been reimbursed. A red cross means they haven't.

Raise a claim

You don't need a separate process, because these claims go in with your other overdue reimbursements.

• All at once: click Raise Overdue Cases on the FBA Reconciliation Inventory page. See raise reimbursement cases.
• One SKU: click the Raise Case icon on the SKU's Reimbursement Summary By Disposition card.

If there's nothing to claim yet, STK tells you there are no overdue reimbursements. See overdue reimbursements for what to do with Pending items.

Raising it yourself

If Amazon shows you Seller Assistant instead of the form, click the Raise it yourself icon on the same card. These claims are labelled Refunded, not returned, and you'll see the Order ID to copy along with the claim text.

Raise the claim in the marketplace the order belongs to. If that isn't your usual one, STK shows a link to the right one under the claim. When Amazon gives you a case ID, enter it in the Case ID box and click Save.

After you've raised it

• Amazon decides each claim, so check your cases in Seller Central. A claim may also show under Not eligible for reimbursement or Claims that need you.
• What Amazon pays appears on the Reimbursements page.
• If the customer returns the item after you've been paid, Amazon may take the money back. This shows as Reversed.

See how STK helps with reimbursements

Need a hand? Email support@sellertoolkit.co.uk. Updated 5 November 2026.