Help centre · Reimbursements

Raise a missing inventory case

If units look to be missing from your Amazon FBA stock, you can ask Amazon to investigate. STK writes the case text for you, then you paste it into Amazon's form and save the Case ID.

This isn't the same as an overdue reimbursement. Those go through the browser extension, as explained in raise reimbursement cases. A missing inventory case is copy and paste.

Check the SKU first

The Missing filter is a prompt to look, not proof that Amazon has lost anything. Open the SKU's Reconcile Dashboard and make sure the figures look right to you before you contact Amazon.

Get your text from STK

  1. Open the Reconcile Dashboard for the SKU.
  2. Click the Raise Case icon on the Inventory Statement card. There's another Raise Case icon on the card above it, so check you've got the right one. STK shows a Subject and a Text, each with a copy icon.
  3. Click Amazon Contact Us. It's at the top of the window. Keep the STK window open, because you'll come back to it.

Create the case on Amazon

Amazon changes these screens from time to time, and they can vary by marketplace, so yours may look a little different.

  1. Check you're in the right place. Your marketplace should be selected, with Service set to Selling on Amazon.
  2. Click My issue is not listed. It's below the issue tiles.
  3. Paste STK's Text. It goes in What do you need help with?
  4. Fill in What steps have you taken already? This box is required. Say what you've checked in your own words, for example: I have checked my records and these units have not been reimbursed.
  5. Click Continue, then Use original text. Amazon rewrites your text and adds extra boxes. Use original text puts your wording back.
  6. Click Continue and work through the rest. You can skip any optional boxes. At Did this resolve your issue?, click Contact an associate.
  7. Finish the form. Paste STK's Subject, choose the E-mail tab and click Send.

Record it in STK

  1. Copy the Case ID from Amazon.
  2. Go back to the STK window. Paste it into Case ID and check Date Case Raised.
  3. Click Save. The case now shows in the SKU's Case Log, so you have a record of what you raised and when.

Cases you raise this way can't be raised again with the Re-raise button. If Amazon closes one, raise a new case the same way.

Related guides

See how STK helps with reimbursements

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