Help centre · Reimbursements

Raise a case for a shipment discrepancy

If Amazon received more or fewer units than you sent in an FBA shipment, you can follow it up from the FBA Reconciliation Shipments page. You raise the case on Amazon yourself, then record it in STK for future reference.

Find the shipment

Open FBA Reconciliation in the side menu and pick a filter under Shipments.

  • All: every shipment.
  • Missing & Excess Items: shipments with a difference either way.
  • Missing Items: Amazon received fewer items than you shipped.
  • Excess Items: Amazon received more items than you shipped.

You can also use the All, Closed and Receiving toggle, or search. Click the arrow on a shipment to expand it and see each SKU.

A shipment that's still Receiving can change, so it's best to wait until it shows as closed.

Raise the case

  1. Click Open Case. It's at the top right of the shipment's card, and it opens the shipment in Seller Central.
  2. Follow Amazon's steps. Amazon gives you a Case ID when you've finished.
  3. Enter the Case ID in STK. Back on the shipment's card, type it into the Case box.
  4. Click the Save Case Id icon.
  5. Click the Set Reconciled icon when you're done. It's the tick, and it marks the shipment as dealt with.

The Case box, Save Case Id and Set Reconciled only appear on a closed shipment that has a difference.

After you've marked it

  • With a Case ID, the card shows it as a link back to your case in Seller Central.
  • You can mark a shipment as reconciled without a Case ID, for example if you decide not to chase it. The Case then shows None.
  • Changed your mind? Click the tick again. Its name changes to Undo Reconciled.

Get told about new ones

STK has a Shipment reconciliation issue alert, which shows as Shipment issue in Alert History and on the bell. You can choose whether it shows on the bell in your alert settings. See alerts and messages.

Not the same as missing stock at Amazon

This page is about one delivery. If you're chasing stock that looks to be missing at Amazon, see raise a missing inventory case.

Related guides

See how STK helps with reimbursements

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