This article is to notify you on the recent changes made to policy on requirement matrix for reimbursement requests on amazon.in. For more information, see ‘Requirement Matrix for Reimbursement Requests’ help page: https://sellercentral.amazon.in/gp/help/G201310610
In an effort to ease the reimbursement filing process and fast-track the claim investigation and processing timelines, we have made the following changes to the pre-requisites for ‘Received Incorrect Item’:
Effective October 15, 2018, depending on the issue type, limit the number of supporting documents uploaded in the form of attachments while creating a contact. These supporting documents should be submitted at the time of creating the contact itself.
Item received is fake/counterfeit (same model/brand):
• An image of the removal order-shipping label.
• An image of the product box clearly highlighting the LPN or FNSKU label on the box.
• An image of the product received:
• If the product comes with an unique serial number: An image of the fake/counterfeit item received clearly highlighting any product specific serial number that can help us validate that the item received is fake or counterfeit. For example: IMEI, in case of mobile devices.
• If the product does not have an unique serial number: A certificate from an authorised service center acknowledging that the item in concern was reviewed and confirmed to be fake or counterfeit.
Item received is different (different model/brand):
• An image of the removal order-shipping label.
• An image of the product box clearly highlighting the LPN or FNSKU label on the box.
• An image of the product received clearly highlighting the model, brand or any other specifications on the product that can help us validate that the item received is different from the originally shipped item.
Main item/Accessory missing:
• An image of the removal order-shipping label.
• An image of the product box clearly highlighting the LPN or FNSKU label on the box.
Note: While the above mentioned pre-requisites is sufficient for preliminary investigation purposes, our Support team may always reach out to you for further information depending on case by case basis.
Refer to the following best practices, while creating a contact for ‘Received Incorrect Item’:
1. Mention the following information at the time of creating of a contact. By doing this, you can avoid back and forth communication with the Support team and expedite the time taken to resolve your issue.
• Removal Order ID
• Customer Order ID
• LPN/FNSKU
• Quantity
2. Always ensure to save the images captured (using snipping tool/windows paint) as a JPEG file (*.JPG) to reduce the file size. This will help you attach all the required images under one contact itself.