> ## Documentation Index
> Fetch the complete documentation index at: https://docs.sourcedock.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Claims: money Amazon owes you

> SourceDock finds units Amazon lost, damaged or never paid you for, writes the claim, and follows it until Amazon pays.

## In short

Amazon pays you back for units it loses or damages, but only if you ask in time. SourceDock finds them in Amazon's reports, writes the claim for you, and shows how many days you have left. You file it in Seller Central. SourceDock doesn't file it for you.

Example: Amazon lost one Grogu plush you paid \$12.00 for. Its card says "5 days left" and "Amazon lost 1 in its warehouse and hasn't paid."

![The Grogu card: Amazon can't find it, a time bar near its end, 5 days left, \$12.00, and Amazon lost 1 in its warehouse and hasn't paid, with bars Lost 1 and Paid 0.](https://mintcdn.com/sourcedock/Mr9SI0CsNmjDBPlR/images/deep-dives/claims-walkthrough/15-grogu-lost-card.png?fit=max\&auto=format\&n=Mr9SI0CsNmjDBPlR\&q=85\&s=a3cbc6e1059dfca69a47e66770ba57be)

Grogu plush: lost 55 days before the seed day, so it is in its last week. Notice 5 days left and the bars Lost 1 and Paid 0.

Find them in **Capital Recovery** > **Reconcile** > **File claims**.

## More details

> [accordion] About the pictures on this page
>
> **Scenario for this page:** the demo store on its seed day. Grogu plush (\$12.00): Amazon lost 1, 55 days before. Plush whale (10 sent, \$8.00 each): Amazon's warehouse damaged 1, 25 days before. Every other kind of claim has its own demo product, named in its section. Find them under **Capital Recovery** > **Reconcile** > **File claims**.

> [accordion] Where to find claims
>
> Go to **Capital Recovery** > **Reconcile** > **File claims**. Each card is one claim, with its money and days left. The Desk's **Found for you** and the **At risk** card show them too.
>
> * **Ready to claim**: Amazon's reports show it owes you. This money is in your **At risk** total.
> * **Needs a look**: it may be a claim, but Amazon's reports can't prove it, so Amazon may say no. It isn't in **At risk**.
> * **Late claims**: the last day passed less than 14 days ago. Amazon sometimes still reviews a late claim, but it doesn't have to. It isn't in **At risk**.
>
> Some products that aren't a claim yet wait on the **Issues** tab, with the day they become one.

> [accordion] A tour of Reconcile: the totals, the tabs and the list
>
> Reconcile has four tabs: **File claims**, **Issues**, **Filed claims** and **Paid out**. The bar at the top adds up what's left to do.
>
> ![The Reconciling bar with a progress line, then: 8 left, \$110.00 ready to claim, \$8.00 needs a look.](https://mintcdn.com/sourcedock/c9b3fHTnnLSSVfZW/images/deep-dives/claims-walkthrough/01-tour-reconciling-bar.png?fit=max\&auto=format\&n=c9b3fHTnnLSSVfZW\&q=85\&s=fa7f2241f1c5bb2968119b948b9fc9b5)
>
> The demo store's claims: the Reconciling bar. Notice it says 8 left, $110.00 ready to claim and $8.00 needs a look.
>
> In this picture, six claims are ready: the whale \$8.00, the Grogu plush \$12.00, the paint set \$12.00, the tumbler \$28.00, the toy trucks \$20.00 and the tea lights \$30.00. The pens need a look: \$8.00. The rabbit is late: \$10.00.
>
> * "\$110.00 ready to claim" adds up the claims you can file now: \$8.00 + \$12.00 + \$12.00 + \$28.00 + \$20.00 + \$30.00.
> * "\$8.00 needs a look" adds up the claims Amazon's reports can't prove: the pens.
> * Late claims are in neither number: the rabbit's \$10.00 isn't counted.
>
> | Tab | What's in it |
> | - | - |
> | **File claims** | Every claim you can file now, plus late ones and ones that need a look. |
> | **Issues** | Products whose counts look off, but that aren't a claim yet. Each card says when it becomes one. See [The Issues tab](#the-issues-tab). |
> | **Filed claims** | Claims you filed, and where each one stands. |
> | **Paid out** | What Amazon paid, from your claims and on its own. |
>
> ![Four tabs: File claims 8, Issues 0, Filed claims 2, Paid out 1.](https://mintcdn.com/sourcedock/c9b3fHTnnLSSVfZW/images/deep-dives/claims-walkthrough/02-tour-four-tabs.png?fit=max\&auto=format\&n=c9b3fHTnnLSSVfZW\&q=85\&s=f460d35dc56b2a918bc54d782ca00e70)
>
> The demo store's claims: the four tabs. Notice the counts: 8 to file, 0 issues, 2 filed, 1 paid out.
>
> The list on the left has one row per card: the product, the kind of claim in color, the money, and the days left, like "35d". A late claim says how late, like "7d late". Click a row, or use **Prev** and **Next**, to move between cards.
>
> ![A list of 8 rows: Grogu plush \$12.00 5d, plush whale \$8.00 35d, paint set \$12.00 44d, tumbler \$28.00 50d, toy trucks \$20.00 205d, tea lights \$30.00, rabbit \$10.00 late, pens \$8.00 needs a look.](https://mintcdn.com/sourcedock/c9b3fHTnnLSSVfZW/images/deep-dives/claims-walkthrough/03-tour-card-list.png?fit=max\&auto=format\&n=c9b3fHTnnLSSVfZW\&q=85\&s=c95b545224bf241680319c344066e7f3)
>
> The demo store's claims: the list on the left. Notice each row's kind in color and its days left, like 35d for the whale and 5d for the Grogu plush.
>
> On Capital Recovery you can also click the **At risk** card, then **View details**.

> [accordion] The Issues tab: not a claim yet
>
> **Issues** holds products whose counts look off but aren't a claim yet. Most fix themselves. The day one turns into a claim, it moves to **File claims** on its own.
>
> Example: Amazon checked in your last box of mugs on Oct 21. Now its records can't say where 2 of them are. Amazon gets 30 days to find them, so the card shows on **Issues** with "Becomes a claim on Nov 20". If Amazon finds them first, the card goes away.
>
> A unit Amazon logged as lost is different. While Amazon looks for it, it gets no card of its own. See [a lost unit](#every-kind-of-claim).
>
> You can't file an Issues card yet, and there's no button to clear it. It leaves on its own when Amazon's reports clear it. Use **Prev** and **Next** to move between cards. Each product shows once: a product with a card on **File claims** isn't on Issues too.
>
> | Chip | The card says | What it means |
> | - | - | - |
> | **Missing from shipment** | "Amazon received fewer of this product than you sent." | A box came in short. The bars read **You sent** and **Amazon got**. |
> | **Amazon can't find it** | "Amazon checked in this product but can't find some of it now." | Amazon can't say where some units went. The bars read **Amazon got** and **Accounted for**. |
> | **At risk** | "Amazon may owe you for some of this product." | Its money is in your **At risk** total, but it has no card on **File claims** yet. |
> | **Needs a look** | "This product needs a look before you ask Amazon." | Amazon may owe you, but its reports can't prove it. |
> | **Return issue** | "A buyer returned this product, and Amazon may owe you for it." | The bars read **Refunded** and **Came back**. |
> | **Worth a check** | "At least 4 units moving or being sorted at Amazon since Oct 1." | Never a claim. See [Worth a check](#worth-a-check). |
>
> **Never arrived** isn't here: the store you bought from never sent those units, so it's on **Purchases** > **Reconcile**. See [Reconcile and Jax](https://docs.sourcedock.io/reference/reconcile.md#reconcile-on-purchases).
>
> Short boxes of products you never added show as one line at the top of Reconcile, like "2 products you shipped aren't in your purchases · Import them". Click **Import them** and add what you paid.
>
> The bar runs from **Not a claim yet** to **Claimable**. The line under it says:
>
> | The line says | What it means |
> | - | - |
> | "Becomes a claim on Nov 19" | Amazon still has time to fix it, so SourceDock waits until that day. |
> | "Claimable since Oct 2" | The wait is over. File it under **File claims**. |
> | "Should resolve itself by Nov 3" | Amazon is still at it, like looking for a lost unit. |
> | "Should resolve itself" | Amazon is still checking in a box. If it closes short, the card shows what you can claim. |
> | "No date yet" | SourceDock can't name a day yet. |
>
> Hover the bar to read it in a whole sentence.
>
> In place of the buttons, one plain line says why it isn't a claim yet, like "Not a claim yet. Becomes a claim on Nov 19.", "Not a claim yet. Amazon is still checking this box in.", "Not a claim yet. Amazon lost track of 1 in its warehouse and is looking for it." or "Not a claim yet. No date yet." If SourceDock already knows what the claim will say, the box shows it so you can read it ahead. Once the wait is over: "It's a claim now. File it under File claims." If Amazon paid for every unit it's looking for: "Amazon has paid for as many as it's looking for, so there's nothing to claim."
>
> If Amazon pays or finds the units while the card is waiting, the bar's right end says **Amazon paid**, **Amazon found it** or **Amazon found them**.
>
> If you already filed a claim for the product on Oct 4, the bar runs from "Filed Oct 4" to **Follow up with Amazon**, with "Waiting on Amazon until Nov 2" under it. The box line says "Filed Oct 4 (case #11122233344), waiting on Amazon". After 30 days with no payment, it comes back on **File claims** as **Needs a look**.

> [accordion] File a claim
>
> **1. Copy it**
>
> On the card, click **Copy claim details**.
>
> **2. File it**
>
> Click **File a claim**. Seller Central opens on the right page. Paste and send.
>
> **3. Mark it filed**
>
> Back in SourceDock, click **Mark as filed** and add Amazon's case number, if you have it.
>
> Amazon may ask for proof you bought the units. Your receipt is in the claim's **Documents** tab, or add it with **Add receipt**.

> [accordion] Read one card, line by line, and Mark as filed
>
> A card shows, top to bottom: the kind of claim, the time bar, the product and the money, what happened, and the claim, written for you. Three buttons file it.
>
> ![Three buttons: Copy claim details, File a claim with an arrow, and Mark as filed.](https://mintcdn.com/sourcedock/c9b3fHTnnLSSVfZW/images/deep-dives/claims-walkthrough/09-whale-file-it-buttons.png?fit=max\&auto=format\&n=c9b3fHTnnLSSVfZW\&q=85\&s=c4b155c073ab9c9234fa5102baf33979)
>
> Plush whale: the three buttons. Notice Copy claim details, File a claim and Mark as filed.
>
> **1. The kind**
>
> The colored words at the top: **Damaged in Amazon's warehouse**. Other kinds read **Amazon can't find it**, **Return issue**, **Missing from shipment**, **Needs a look**, or **Late claims**.
>
> ![The whale's row: Aurora Round Rolly Pet, \$8.00, Damaged in Amazon's warehouse, 35d.](https://mintcdn.com/sourcedock/c9b3fHTnnLSSVfZW/images/deep-dives/claims-walkthrough/04-whale-row-kind.png?fit=max\&auto=format\&n=c9b3fHTnnLSSVfZW\&q=85\&s=990c2e523937da01fb903a7916801daa)
>
> Plush whale: its row in the list. Notice the kind in red, Damaged in Amazon's warehouse, and 35d.
>
> **2. The time bar**
>
> The left end says "Oct 18", the first day you can file. The line under it says "Claim by Dec 2 (35 days left)". The striped end on the right is the 14 extra days Amazon may still look at a late claim. See [The time bar](#the-time-bar).
>
> ![The card head: Damaged in Amazon's warehouse, 2 of 8, Oct 18, a bar with a dot near the start and a striped end, and Claim by Dec 2 (35 days left).](https://mintcdn.com/sourcedock/c9b3fHTnnLSSVfZW/images/deep-dives/claims-walkthrough/05-whale-time-bar.png?fit=max\&auto=format\&n=c9b3fHTnnLSSVfZW\&q=85\&s=f8d5df548184e7a96049d73e262119e6)
>
> Plush whale: the time bar on the seed day. Notice Oct 18 on the left and Claim by Dec 2 (35 days left) under the bar.
>
> **3. The product**
>
> The picture, the name, the ASIN, and the money: \$8.00, with "35d" under it. **PO** opens your purchases of this product, and **Sales** opens its sales, each in a new tab.
>
> ![The product line: the whale's name, ASIN B0CQTTFNVJ, PO and SALES buttons, \$8.00 and 35d.](https://mintcdn.com/sourcedock/c9b3fHTnnLSSVfZW/images/deep-dives/claims-walkthrough/06-whale-product.png?fit=max\&auto=format\&n=c9b3fHTnnLSSVfZW\&q=85\&s=d04bd22793deac06f4a4b12271d80d0c)
>
> Plush whale: the product line. Notice \$8.00 with 35d under it.
>
> **4. What happened**
>
> One sentence: "Amazon damaged 1 and hasn't reimbursed you." Two bars under it compare the numbers: "Damaged 1" and "Paid 0".
>
> ![The sentence Amazon damaged 1 and hasn't reimbursed you, with bars Damaged 1 and Paid 0.](https://mintcdn.com/sourcedock/c9b3fHTnnLSSVfZW/images/deep-dives/claims-walkthrough/07-whale-what-happened.png?fit=max\&auto=format\&n=c9b3fHTnnLSSVfZW\&q=85\&s=ceb87211f840ba59c01cdfd8e5b31543)
>
> Plush whale: what happened. Notice the two bars, Damaged 1 and Paid 0.
>
> **5. The claim**
>
> The **Claim** tab holds the claim, written from Amazon's reports. It starts with the product name, "ASIN …", "FNSKU …" and "SKU …", then "Damaged in Amazon's warehouse - 1 unit". Last come the fulfillment center, the date, Amazon's id for the damage, and "Cost per unit \$8.00". You can edit it before you copy it.
>
> ![The Claim tab: the whale's name, ASIN, FNSKU, SKU, then Damaged in Amazon's warehouse - 1 unit, Fulfillment center FTW1, Damage report Oct 3, 2026, the damage report id, Cost per unit \$8.00, and the Reference ID (TRID) under the box.](https://mintcdn.com/sourcedock/c9b3fHTnnLSSVfZW/images/deep-dives/claims-walkthrough/08-whale-claim-text.png?fit=max\&auto=format\&n=c9b3fHTnnLSSVfZW\&q=85\&s=c99b4ec49fb903120f45802bdc407966)
>
> Plush whale: the claim, ready to paste. Notice it starts with the product name, then the ASIN, FNSKU and SKU lines, and ends with Cost per unit \$8.00.
>
> **6. File it**
>
> Click **Copy claim details**, then **File a claim**. Seller Central opens on the page for this kind of claim. Paste and send. Back in SourceDock, click **Mark as filed**. **Copy claim details** copies the whole claim: the product, its ASIN, FNSKU and SKU, each claim's units, shipment, orders, dates and Amazon's ids, plus your cost per unit when you have one.
>
> When a card holds more than one claim, a line above the text says so, like "2 claims to file, listed below. Copying takes all 2 at once."
>
> If Amazon paid one of them since the last count, the line says "1 claim is no longer ready to file, so it isn't in the message. At risk updates on its next count." Copy what's left.
>
> **Mark as filed**
>
> The box shows the **Claim amount**. Type the **Case number (optional)** Amazon gave you. Add the case number when you can: it's how SourceDock matches Amazon's payment to your claim. See [Paid](#paid).
>
> ![A small box: Claim amount \$8.00, a Case number (optional) field, and Cancel and Mark as filed buttons.](https://mintcdn.com/sourcedock/c9b3fHTnnLSSVfZW/images/deep-dives/claims-walkthrough/10-whale-mark-as-filed.png?fit=max\&auto=format\&n=c9b3fHTnnLSSVfZW\&q=85\&s=01584a561a8a95c590bbfe1e2ac59e0c)
>
> Plush whale: the Mark as filed box. Notice the claim amount, \$8.00, and the empty case number.
>
> For about 10 seconds, a line beside the search says "Filed" and the product's name, then **Open in Filed claims →** and **Undo**. **Open in Filed claims →** jumps to the claim's row, already open. **Undo** puts the card back.
>
> A claim for units missing from Amazon's records has no Amazon id SourceDock can follow. Its box says "SourceDock can't follow this claim with Amazon, so it won't show in Filed claims." Keep that case number yourself.

> [accordion] How much a claim is worth
>
> Most claims are worth what you paid for each unit, times the units. One whale at \$8.00 is worth \$8.00.
>
> * Lost, damaged, short, taken: what you paid for each unit, times the units. Two at \$12.00 = \$24.00.
> * Refunded, never returned: what that sale brought in after Amazon's fees. A \$40 sale that netted \$28 is worth \$28.
> * No cost on file: SourceDock uses Amazon's price, or shows **Cost needed**. Add the cost in [Purchases](https://docs.sourcedock.io/operate/purchases.md) and the money fills in.
> * After Amazon pays: the claim shows what Amazon actually paid.

> [accordion] Read the Details panel, and See details →
>
> On a card, click **Details**. Its tabs are **Units at Amazon**, **Issues and claims** and **Activity**. **See details →** opens the product's full record.
>
> ![The Issues and claims panel: Claims to file 1 unit \$8.00 (estimate), Claim by Dec 2 (35 days left), Damaged in Amazon's warehouse with a Claim to file tag, the File a claim, Copy claim details and Mark as filed links, the Reference ID, then the Lost, damaged, or reimbursed lines.](https://mintcdn.com/sourcedock/c9b3fHTnnLSSVfZW/images/deep-dives/claims-walkthrough/12-whale-details-issues-and-claims.png?fit=max\&auto=format\&n=c9b3fHTnnLSSVfZW\&q=85\&s=67e226455bde38ed26e49280bd8c8e31)
>
> Plush whale: Issues and claims. Notice Claims to file, 1 unit, \$8.00, Claim by Dec 2 (35 days left), and the links under it.
>
> **Units at Amazon** shows where every unit you sent is now. Say you sent 10 whales. The top says "10 sent", then "4 available · 0 getting ready · 0 on the way". The lines under it add up to 10: Sold 5, Available 4, Unfulfillable 1.
>
> ![Units at Amazon for the whale: 10 sent, then lines for sold, available and unfulfillable units.](https://mintcdn.com/sourcedock/c9b3fHTnnLSSVfZW/images/deep-dives/claims-walkthrough/11-whale-details-units.png?fit=max\&auto=format\&n=c9b3fHTnnLSSVfZW\&q=85\&s=ab23da5a7410f25a4666f100df5b1f9c)
>
> Plush whale: Units at Amazon. Notice the lines add up to the 10 you sent.
>
> Lines you may see:
>
> * **Lost or thrown away**: Amazon lost these and never found them, or threw them away.
> * **Being looked for**: Amazon misplaced these and is searching. When found, they go back on the shelf.
> * **Written off**: units you wrote off that Amazon's count still holds.
>
> **Issues and claims** lists everything Amazon may owe you for this product:
>
> * **Claims to file**: like "Claims to file · 1 unit · \$8.00 (estimate)", with the days left, a **Claim to file** tag, and the links **File a claim**, **Copy claim details** and **Mark as filed**.
> * **Late claims**: past their last day, by less than 14 days. Each says **May be too late to claim**.
> * **Needs a look**: claims Amazon's reports can't prove either way.
> * **Filed claims**: what you filed, the case number, and where it stands, like "Waiting on Amazon · 14 days".
> * **Paid claims**: what Amazon paid, and when, like "Paid \$12.00 on Oct 8", or **Amazon paid on its own**.
> * **Lost, damaged, or reimbursed**: every unit Amazon lost or damaged, tagged **Claim to file**, **Needs a look**, **Filed** or **Can't claim**.
>
> Under the tabs are links to Seller Central: your inventory, the **Inventory ledger** and your reimbursements. Use them to see what Amazon sees.
>
> **Activity** lists the product's recent Amazon events: sales, refunds, losses, payments.
>
> ![The Activity panel: all 13 at the top, then Storage Fee 5 units Oct 18 minus \$0.50, Damaged in Amazon's warehouse 1 unit Oct 3 \$0.00, Storage Fee 5 units Sep 17 minus \$0.50, and Full ledger.](https://mintcdn.com/sourcedock/c9b3fHTnnLSSVfZW/images/deep-dives/claims-walkthrough/13-whale-details-activity.png?fit=max\&auto=format\&n=c9b3fHTnnLSSVfZW\&q=85\&s=db736af55943523f7db9b10b0a5abac5)
>
> Plush whale: Activity. Notice the damage on Oct 3, between two storage fees.
>
> On the **Products** tab, an opened row shows **Units at Amazon** and **Activity**, plus a line like "1 to look at" with a **Reconcile** button. **Issues and claims** lives inside Reconcile.
>
> **See details →** opens the full record, with tabs **LEDGER**, **EVENTS**, **CLAIMS** and **SHIPMENTS**.
>
> * **CLAIMS** lists each claim by kind, like "Damaged in Amazon's warehouse · 1", with the unit's timeline (from Sellable to Damaged in Amazon's warehouse, with the date, warehouse and Amazon's reference number), **File a claim**, **Copy claim details** and the **Reference ID (TRID)**. Claims past their last day and the 14 extra days show as **Too late to claim**. With nothing to file it says "No claims you can file right now." Under the claims are the product's boxes: what you sent, what Amazon got, and if the box is closed. Then come the **Ledger events**: Amazon's own ledger lines, grouped, like "Received 1 line", "Damaged 1 line", "Sent to buyers 5 lines".
> * **LEDGER** is the product's money: the **Financial Breakdown**.
> * **EVENTS** is every Amazon event by date. Filter it with **Sales**, **Fees**, **Refunds**, **Returns**, **Losses**, **Damages** and **Reimb.**
> * **SHIPMENTS** lists your boxes to Amazon: what each box said, what Amazon got, and whether it's closed.
>
> ![The CLAIMS tab: Claims you can file, Damaged in Amazon's warehouse 1, 1 unit \$8.00 (estimate) with a Claim to file tag, Claim by Dec 2 (35 days left), and Unit 1's timeline.](https://mintcdn.com/sourcedock/c9b3fHTnnLSSVfZW/images/deep-dives/claims-walkthrough/14-whale-see-details-claims.png?fit=max\&auto=format\&n=c9b3fHTnnLSSVfZW\&q=85\&s=98e716e51d32f8bc0b3c90108c0b8ca7)
>
> Plush whale: CLAIMS in See details. Notice the unit's timeline from Sellable to Damaged in Amazon's warehouse on Oct 3.

> [accordion] How long you have
>
> Each kind of claim has a first day and a last day. Example: a damaged unit becomes a claim 15 days after Amazon logged the damage, and the last day is day 60. The card counts down, like "Claim by Dec 2 (35 days left)", then **Last day to claim**.

> [accordion] The time bar, and every kind's window
>
> Every claim has a first day you can file and a last day. Example: Amazon damaged the whale on Oct 3. A damage claim opens on day 15, Oct 18, and its last day is day 60, Dec 2. After that the card shows under **Late claims** for 14 more days.
>
> * Amazon logged the damage on Oct 3. That's day 0.
> * Amazon pays most damage on its own within two weeks, so the claim opens on day 15: Oct 18.
> * Amazon takes damage claims until day 60, and day 60 counts: Dec 2.
> * On Oct 28, Dec 2 is 35 days away: "Claim by Dec 2 (35 days left)".
> * After Dec 2, the card is under **Late claims** until Dec 16. Then it leaves the list. It shows as **Too late to claim** in the product's Details for 30 more days, so you can see what happened, and then goes away.
>
> | When | The line under the bar says |
> | - | - |
> | More than 7 days left | "Claim by Dec 2 (35 days left)" |
> | The last week | "6 days left", then "1 day left" |
> | The last day | **Last day to claim** |
> | Up to 14 days late | "3 days past the claim date" |
>
> Hover the bar to read the whole rule.
>
> | Kind | Day 0 is | You can file from | Last day |
> | - | - | - | - |
> | Damaged in Amazon's warehouse | The day Amazon logged the damage | Day 15 | Day 60 |
> | Lost in Amazon's warehouse | The day Amazon logged the loss | Day 30 | Day 60 |
> | Refunded, never returned | The day of the refund | Day 60 | Day 120 |
> | Return graded wrong | The day of the refund | Day 60 | Day 120 |
> | Shipment came up short | About when Amazon got the box | The day Amazon closes the box, if it is still short | 9 months |
> | Shipment delivered, Amazon got none | The day SourceDock first sees it delivered, or the date in the shipment's name | 45 days after SourceDock first sees it delivered | 9 months |
> | Taken with no payment | The day Amazon took the units | Day 30 | Day 60 |
> | Carrier damaged | The day Amazon logged the carrier damage | Day 0 | 9 months |
> | Missing from Amazon's records | Amazon's last check-in | Day 30, once every box is closed | No last day. File it soon. |
>
> The exact rules behind the rows:
>
> * Damaged and lost: day 60 counts. A refund's clock starts on the day of the refund or replacement.
> * Taken with no payment and Carrier damaged are always **Needs a look**.
> * Shipment came up short: the clock starts the day Amazon checked in the first unit. If SourceDock saw the box turn delivered before that, it starts that day instead. The last day is 9 months later, on the same date. Example: the first unit came in Sep 5, so the last day is Jun 5. Amazon counts its 9 months from the day the box was delivered. SourceDock can't see that exact day, so it uses the closest day it has. The box may have arrived a day or two before the first check-in, so don't wait for the last day.
> * Shipment delivered, Amazon got none: the clock starts the day SourceDock first sees the box delivered. This needs SourceDock to have seen the box on its way first. If it didn't, the clock starts on the date in the shipment's name. The last day is 9 months later.
> * Why wait at the start? Amazon pays most damage on its own within two weeks, and looks for a lost unit for 30 days. A unit still inside that wait isn't a claim yet, so SourceDock doesn't show it.
>
> These are the US windows. A Canada store's differ in two places:
>
> * A return claim (**Refunded, never returned** or **Return graded wrong**) runs from day 45 to day 105 after the refund, not day 60 to day 120.
> * A box Amazon shows as delivered with none received can be filed from 90 days after SourceDock first sees it delivered, not 45.
>
> Two more examples:
>
> * A lost lip balm, logged Oct 20: it opens on day 30, Nov 19. The last day is day 60, Dec 19.
> * A refund on Aug 19 for a tumbler that never came back: it opens on day 60, Oct 18. The last day is day 120, Dec 17.

> [accordion] Every kind of claim, card by card
>
> Each kind has its own card words, wait and proof.
>
> SourceDock doesn't find these kinds yet, so it never shows them: a wrong item that came back, Amazon paying less than your cost, an FBA fee that went up, money Amazon took back for a unit it never found, and removal orders lost or damaged. You can still file them yourself in Seller Central.
>
> **Damaged in Amazon's warehouse**
>
> Example: the plush whale. Cost \$8.00, damaged Oct 3, card from Oct 18, last day Dec 2.
>
> * The card says: "Amazon damaged 1 and hasn't reimbursed you." The bars read "Damaged 1" and "Paid 0".
> * Why the 15-day wait: Amazon pays most damage on its own within two weeks. If it does, no card shows, and the payment is under **Paid claims** as **Amazon paid on its own**.
> * Where to look: **CLAIMS** under **See details →** shows the unit's timeline and the **Reference ID (TRID)**.
> * Ask Jax: "When did Amazon log this damage?" or "Has Amazon paid for any other damage on this product?"
>
> **Amazon can't find it: a lost unit**
>
> Example: Amazon logged a lost box of espresso capsules on Oct 20. You paid \$12.00 for it.
>
> * Days 0 to 29: Amazon is still looking, so there's no card. If the product already has a card for something else, that card's line says Amazon is looking, and names the day it becomes a claim. **Units at Amazon** shows the unit on its **Lost** line. In **CLAIMS** under **See details →**, the ledger's Lost line shows, and "No claims you can file right now." If Amazon finds it, a Found line follows and it goes back on the shelf.
> * Day 30, Nov 19: if it's still lost, a card shows: "Amazon lost 1 in its warehouse and hasn't paid." The bars read "Lost 1" and "Paid 0". The last day is Dec 19. The Grogu card at the top of this page is one.
> * **Being looked for** counts misplaced units that no lost line names yet. A unit whose loss Amazon already logged shows on **Lost**, even while Amazon looks.
> * Ask Jax: "When did Amazon log this loss?" or "Did Amazon pay for any lost units on this product?"
>
> ![Units at Amazon for the capsules: 10 sent, 4 available, 0 getting ready, 0 on the way, then Sold 5, Available 4 and Lost 1, with Bought 10 and Sent to Amazon 10 below.](https://mintcdn.com/sourcedock/c9b3fHTnnLSSVfZW/images/deep-dives/claims-walkthrough/25-espresso-lost-line.png?fit=max\&auto=format\&n=c9b3fHTnnLSSVfZW\&q=85\&s=6444842edeafb03347d8b1eec038fcc7)
>
> Espresso capsules: lost 8 days before the seed day, so not a claim yet. Notice the Lost 1 line: Amazon logged the loss, so the unit is counted there while Amazon looks.
>
> **Amazon can't find it: missing from Amazon's records**
>
> Example: Amazon checked in 171 tea-light packs. Its records account for 168. Three vanished, with no line in Amazon's ledger. You paid \$10.00 each.
>
> * The card says: "Amazon has no record of 3 it checked in, and hasn't paid." The money is 3 × \$10.00 = \$30.00.
> * When: 30 days after Amazon's last check-in, once every box is closed. The bar says "Claimable since" that day. There's no last day, but file soon.
> * Where to look: compare **Units at Amazon** with the **Inventory ledger** link. The missing units have no line in either.
> * Ask Jax: "Where do these numbers come from?" or "Which boxes did these units come in?"
>
> ![The tea lights card: Amazon can't find it, Claimable since Jul 11, \$30.00, and Amazon has no record of 3 it checked in, and hasn't paid.](https://mintcdn.com/sourcedock/Mr9SI0CsNmjDBPlR/images/deep-dives/claims-walkthrough/16-tealights-records-gap-card.png?fit=max\&auto=format\&n=Mr9SI0CsNmjDBPlR\&q=85\&s=7746a5f82a284004ad68030616de4458)
>
> Tea lights: 3 gone from Amazon's count 60 days before the seed day. Notice Claimable since Jul 11: that counts 30 days from Amazon's last check-in, not from when the 3 went missing. There is no last day.
>
> **Amazon can't find it: a move between warehouses that never lands**
>
> Example: on Oct 1, Amazon sends 5 of your plush toys from one of its warehouses to another. They never show up at the new one.
>
> * Days 0 to 14: **Units at Amazon** shows them on a **Moved between warehouses** line. Its hover: "Amazon is moving these between its warehouses. Amazon's stock count shows 0 while they travel. If they're still moving after 15 days, SourceDock flags them as missing." Nothing to do yet.
> * Day 15, Oct 16: SourceDock counts them as missing from Amazon's records. A card shows on the **Issues** tab, under **Amazon can't find it**.
> * Day 30, Oct 31, at the earliest: it's a **Missing from Amazon's records** claim on **File claims**. It has no last day, so file it soon.
> * If the units land at the new warehouse, it all clears on its own.
> * Where to look: the **Inventory ledger** link in Details shows the move out, and no move in.
>
> **Return issue: refunded, never returned**
>
> Example: a buyer paid \$40 for a tumbler. Amazon refunded them on Aug 19 and the item never came back. After Amazon's fees, the sale had brought in \$28.
>
> * The card says: "A buyer's return never came back and Amazon refunded them." The bars read "Refunded 1" and "Came back 0". The money is \$28.00.
> * Why the 60-day wait: the buyer has time to send it back. If it comes back, the claim goes away.
> * A refund under 80% of what the buyer paid can't be claimed this way.
> * A Canada order Amazon hasn't paid out in US dollars yet says "Amazon has not paid this refund out in US dollars yet, so it shows in Canadian dollars." Its money shows in CA\$ until then.
> * Ask Jax: "Which order was this refund for?" or "Did Amazon pay anything back on this refund?"
>
> ![The tumbler card: Return issue, Claim by Dec 19 (50 days left), \$28.00, and the bars Refunded 1 and Came back 0.](https://mintcdn.com/sourcedock/Mr9SI0CsNmjDBPlR/images/deep-dives/claims-walkthrough/17-tumbler-refund-never-returned-card.png?fit=max\&auto=format\&n=Mr9SI0CsNmjDBPlR\&q=85\&s=8bd830005aeddd9f06b66f75449b6b90)
>
> Tumbler: refunded 70 days before the seed day, never sent back. Notice the bars Refunded 1 and Came back 0, and 50 days left.
>
> **Return issue: graded wrong**
>
> Example: a buyer said a paint set arrived damaged by the carrier. Amazon's warehouse graded the return "customer damaged" anyway.
>
> * The card says: "The buyer said it arrived damaged, but Amazon blamed them."
> * What to do: file it, and ask Amazon to look at the grade again.
> * Ask Jax: "Why does this look like Amazon's fault?" or "What should I check first?"
>
> ![The paint set card: Return issue, Claim by Dec 13 (44 days left), \$12.00, and the sentence that the buyer said it arrived damaged but Amazon blamed them.](https://mintcdn.com/sourcedock/Mr9SI0CsNmjDBPlR/images/deep-dives/claims-walkthrough/18-paint-graded-wrong-card.png?fit=max\&auto=format\&n=Mr9SI0CsNmjDBPlR\&q=85\&s=de57fc4b804bdb8048ddac20a8e8525b)
>
> Paint set: the buyer said the carrier damaged it, and the return was graded buyer damaged. Notice 44 days left.
>
> **Missing from shipment: a box came up short**
>
> Example: you sent a box of 12 toy-truck 4-packs at \$10.00 each. Amazon checked in 10.
>
> * The card says: "Amazon got 10 of the 12 you sent and hasn't paid for 2." The money is 2 × \$10.00 = \$20.00. If SourceDock doesn't know a box's counts, it says "A shipment came in 2 short, and Amazon hasn't paid." instead.
> * When: Amazon keeps counting until it closes the box. The claim opens the day Amazon closes it, if it is still short.
> * Proof: Amazon often asks for your receipt. If the card says **Upload the receipt for this order**, open the **Documents** tab and click **Add receipt**. Box photos you took in Purchases show as proof too.
> * Where to look: **SHIPMENTS** under **See details →** shows what the box said and what Amazon got.
> * Ask Jax: "How many did my shipment say, and how many did Amazon count?" or "What proof will Amazon ask for?"
>
> ![The toy trucks card: Missing from shipment, Aug 30, Claim by May 23 (205 days left), \$20.00, and Amazon got 10 of the 12 you sent and hasn't paid for 2.](https://mintcdn.com/sourcedock/Mr9SI0CsNmjDBPlR/images/deep-dives/claims-walkthrough/19-trucks-box-short-card.png?fit=max\&auto=format\&n=Mr9SI0CsNmjDBPlR\&q=85\&s=4ccf4930646c4fca133c87b446e35fac)
>
> Toy trucks: a box of 12 that came up 2 short, 61 days before the seed day. Notice Claim by May 23 (205 days left), \$20.00, and Amazon got 10 of the 12.
>
> ![The Claim tab for the toy trucks: the product name, ASIN, FNSKU and SKU, then Shipment came up short - 2 units, the shipment id, Shipment made Aug 22, 2026, First unit received Aug 28, 2026, Units shipped 12, Units received 10, and Upload the receipt for this order under the box.](https://mintcdn.com/sourcedock/c9b3fHTnnLSSVfZW/images/deep-dives/claims-walkthrough/19-trucks-box-short-claim-text.png?fit=max\&auto=format\&n=c9b3fHTnnLSSVfZW\&q=85\&s=d56e7127301df16de6bba8b7032664ad)
>
> Toy trucks: the claim, ready to paste. Notice Units shipped 12 and Units received 10, and the Upload the receipt for this order link under it.
>
> Sometimes Amazon counts units in a box, then takes some back off the count. Under **See details →**, the box shows it under **Amazon took back units it counted**, like "Amazon counted 12 in FBA15ABCDE12 on Oct 1, 2026, then took 2 back on Oct 3, 2026."
>
> * Taken back within 14 days, at the warehouse that checked them in: it asks "Did you send them?" Click **I sent them** or **I didn't send them**. Until you answer, it isn't a claim.
> * Taken back later: it's a claim, with **I didn't send these** beside it. Click it if those units were never in the box.
> * If you say you didn't send them, SourceDock puts them back as not sent on your purchases. **Undo** takes your answer back.
>
> **Missing from shipment: delivered, but Amazon got none**
>
> Example: a box of 6 coffee-pod packs shows as delivered. Amazon checked in none of it.
>
> * What it means: the box reached Amazon, but nothing was counted in.
> * For the first 45 days after SourceDock sees it delivered (90 on a Canada store), there's no card: Amazon may still be checking it in.
> * Then the card says: "Your shipment of 6 shows delivered, but Amazon got none."
> * What to do: add the receipt in **Documents**, then file.
> * Ask Jax: "When did this shipment show as delivered?"

> [accordion] Needs a look: every reason, and how to file one
>
> Amazon's reports can't prove these claims either way. You can still file them, but Amazon may say no, so they aren't in your **At risk** total. Example: Amazon took 1 box of pens out of your stock and paid nothing.
>
> ![The pens card: Needs a look, Claim by Nov 24 (25 days left), \$8.00, and Amazon took 1 out of your stock, so Amazon may owe you.](https://mintcdn.com/sourcedock/Mr9SI0CsNmjDBPlR/images/deep-dives/claims-walkthrough/20-pens-needs-a-look-card.png?fit=max\&auto=format\&n=Mr9SI0CsNmjDBPlR\&q=85\&s=b765dfe60ea88b6e988854d6c909e79a)
>
> Pens: Amazon took 1 out of stock 35 days before the seed day and paid nothing. Notice Needs a look in blue, and the words may owe.
>
> | The card says | What it means |
> | - | - |
> | "Amazon took 3 out of your stock, so Amazon may owe you." | Amazon took units out and paid nothing. Amazon may say they weren't yours. |
> | A damage Amazon graded again later | Amazon logged damage, then called it something else. It's still a claim on the first damage, but Amazon often says no. |
> | "Filed Sep 26, no payment yet · Follow up with Amazon" | You filed more than 30 days ago, and Amazon hasn't paid. See [No payment after 30 days](#no-payment-after-30-days). |
>
> More reasons, in the words the card's box uses:
>
> | The box says | What it means | What to do |
> | - | - | - |
> | "SourceDock is checking Amazon's reimbursements report, which it couldn't read on its last syncs." | Amazon sometimes pays with a new unit instead of money, and only that report shows it. | Nothing. It goes back to **Ready to claim** once the report comes in. |
> | "Amazon paid for 3 units as damaged on the way in on Oct 26, 2026, but didn't say which units. It may be for these. Check before you file." | Amazon may have paid for these already. | Check your reimbursements in Seller Central first. |
> | "Amazon paid you for this item, then took the money back. SourceDock has no return on file, so a new claim may be turned down." | A refund Amazon paid you for, then took back. The refund's line says "never returned, Amazon paid, then took it back · Needs a look". | Look it up in Seller Central with the ids on the card. |
> | "The shipment said 12 and Amazon got 10. The purchases on SourceDock from before this shipment are fewer than it said, so the shipment may have had a typo. Check how many were bought before filing." | Your purchases can't prove you sent that many. | Check how many you bought. Fix the purchase if it's wrong. |
> | "Amazon got fewer units than were sent and paid for some of them, but its payments don't say which shipment they were for." | A short box Amazon paid in part. | You can ask about the rest, but Amazon may say no. |
> | "May be claimable. Amazon pays for units its own partnered carrier damaged on the way in, through the shipment's case, but not for a carrier the seller chose." | Amazon's records don't say which carrier brought the box. | Check that Amazon's partnered carrier delivered it. If so, claim through that shipment's case, within 9 months of the day Amazon logged the damage. |
>
> ![The hand soap card: Needs a look, Sep 30, Claim by Nov 29 (30 days left), \$8.00, A carrier damaged 1, so Amazon may owe you, and the claim starting with the product name, ASIN, FNSKU, SKU and Carrier damaged - 1 unit.](https://mintcdn.com/sourcedock/Mr9SI0CsNmjDBPlR/images/deep-dives/claims-walkthrough/34-soap-carrier-damage-card.png?fit=max\&auto=format\&n=Mr9SI0CsNmjDBPlR\&q=85\&s=f002ff1b23390edb30f4eef36420db13)
>
> Swedish Dreams hand soap: a carrier damaged 1 unit 30 days before the seed day. Notice Needs a look, and A carrier damaged 1, so Amazon may owe you.
>
> Amazon lost a unit, paid you, then found it? That's not a claim, even when Amazon's reports can't tie the payment to that unit. Details lists it as paid, with a note. Example: "Amazon paid you for a lost unit on Sep 25, 2026, then found 1 it had lost. If that payment was for these, Amazon may take the money back. There is nothing to file." When the payment matches the unit it found, it says "Amazon paid you for these, then found them. Amazon may take the money back. There is nothing to file."
>
> A short box with no purchase at all is a claim you can file, but Amazon will ask for proof. Its claim says "SourceDock has no purchase for this product, so add the purchase and its receipt first." **Add your purchase** opens **Purchases** on that product.
>
> **File a Needs a look card** the same way as any card. Its box starts with "This needs a look because Amazon's reports can't prove it either way, so Amazon may say no." Each claim then says what happened, why, what to check, and its last day, like "Claim by Nov 22." Check that first, then **Copy claim details**, **File a claim** and **Mark as filed**. Ask Jax: "Why is this flagged?"

> [accordion] Late claims
>
> The last day passed, but by less than 14 days. Amazon sometimes still takes a late claim, so file it soon. After 14 days late, it leaves the list.
>
> ![The rabbit card: Late claims, Sep 9 to Closed Oct 24, the dot in the striped part, 6 days past the claim date, \$10.00 and 6d late.](https://mintcdn.com/sourcedock/Mr9SI0CsNmjDBPlR/images/deep-dives/claims-walkthrough/21-rabbit-late-card.png?fit=max\&auto=format\&n=Mr9SI0CsNmjDBPlR\&q=85\&s=99c1490476397378dd065c9b0d5d9530)
>
> Plush rabbit: damaged 66 days before the seed day, so its last day passed 6 days before. Notice Closed Oct 24, 6 days past the claim date, and 6d late.

> [accordion] Worth a check
>
> These cards aren't claims. They flag stock that looks odd, like "At least 4 units moving or being sorted at Amazon since Oct 1." The card says **Check it in Seller Central. It isn't a claim.**

> [accordion] After you file
>
> The claim moves to **Filed claims** and waits on Amazon.
>
> * Amazon pays: it moves to **Paid out**, like "Paid \$28.00 on Oct 21".
> * No payment after 30 days: it comes back as **Needs a look**, with "Follow up with Amazon".
> * Amazon says no: click **Mark as denied** and pick Amazon's reason. SourceDock shows how to fix it and a reply to copy.
>
> Filed by mistake? Click **Undo**.

> [accordion] The Filed claims tab: columns, statuses and the window line
>
> Each row says **Waiting** and counts the days. After 30 days with no payment it says **No payment yet**.
>
> ![The Filed claims table: Squishmallows Rebecca, Damaged in Amazon's warehouse, 2 units, \$24.00, filed Oct 6, Waiting, 24 days; Paw Patrol Chase, Damaged in Amazon's warehouse, 1 unit, \$12.00, filed Sep 26, No payment yet, 34 days; Bar Keepers Friend, Lost in Amazon's warehouse, 2 units, \$16.00, filed Sep 10, Denied; and Total claimed \$52.00.](https://mintcdn.com/sourcedock/Mr9SI0CsNmjDBPlR/images/deep-dives/claims-walkthrough/22-filed-claims-tab.png?fit=max\&auto=format\&n=Mr9SI0CsNmjDBPlR\&q=85\&s=b5bf5e4a25f8fd65ed78215ebfe391e7)
>
> Filed claims in the demo store: Squishmallows Rebecca filed 24 days before the seed day, the Paw Patrol Chase plush filed 34 days before, and Bar Keepers Friend powder, which Amazon turned down. Notice Waiting, No payment yet and Denied.
>
> * The columns are **Product**, **Reason**, **Units**, **Claimed**, **Case #**, **Filed**, **Status** and **Waiting**. Click a column's name to sort by it, and again to flip it.
> * The date box picks which filing days show. The search box above Reconcile finds a product by name or ASIN.
> * The case number opens that case in Seller Central.
> * At the bottom: the pages, like "20 per page", and "Total claimed", over every row the dates and search keep.
> * Click a row to open the product's Details. While the claim says **Waiting**, there's also **Undo**, which puts it back on **File claims**.
>
> | Status | What it means |
> | - | - |
> | **Waiting** | Amazon hasn't answered yet. **Waiting** counts the days, like "24 days". |
> | **No payment yet** | Filed more than 30 days ago, and no payment. See [No payment after 30 days](#no-payment-after-30-days). |
> | **Not checked yet** | SourceDock hasn't matched this claim to Amazon's payments yet. It checks a set number at a time. |
> | **Denied** | You marked it denied. See [Denied](#denied). |
>
> In Details, each filed claim has a window line: "Claim window ends Nov 3 (12 days left)", or "Claim window closed Nov 3". That's the last day Amazon takes this claim. If Amazon says no, a new claim only fits before it.
>
> ![Damaged in Amazon's warehouse · 2 units · Claimed \$24.00, Waiting on Amazon · 24 days, Filed Oct 6 · case #19380124689, Undo, Claim window ends Nov 19 (20 days left), Mark as denied.](https://mintcdn.com/sourcedock/Mr9SI0CsNmjDBPlR/images/deep-dives/claims-walkthrough/30-rebecca-window-line.png?fit=max\&auto=format\&n=Mr9SI0CsNmjDBPlR\&q=85\&s=7d0e9b856122a89842ff7cebd4ef1187)
>
> Squishmallows Rebecca: filed 24 days before the seed day, no answer yet. Notice Waiting on Amazon · 24 days, and Claim window ends Nov 19 (20 days left) beside Mark as denied.
>
> Amazon takes only one claim for each shipment. If more units from a box you filed show short later, the filed claim's row says "Amazon takes one claim per shipment. This shipment also has 1 unit of Monster Jam 4-pack short. Add it to this claim by replying on the case. Don't file a new claim."

> [accordion] No payment after 30 days
>
> If Amazon hasn't paid 30 days after you filed, the claim comes back on **File claims** as **Needs a look**: "Filed Sep 26, no payment yet · Follow up with Amazon". Open your case in Seller Central and ask where it stands.
>
> ![The Paw Patrol Chase card: Needs a look, Claim by Nov 9 (10 days left), \$12.00, Amazon damaged 1, so Amazon may owe you, then in the box Filed Sep 26, no payment yet · Follow up with Amazon, and Undo.](https://mintcdn.com/sourcedock/Mr9SI0CsNmjDBPlR/images/deep-dives/claims-walkthrough/32-chase-no-payment-card.png?fit=max\&auto=format\&n=Mr9SI0CsNmjDBPlR\&q=85\&s=dda7cffca1ffc5209fce0edc8a35a9eb)
>
> Paw Patrol Chase plush: damaged 50 days before the seed day, filed 34 days before, and no payment. Notice it is back on File claims as Needs a look, with Filed Sep 26, no payment yet · Follow up with Amazon.
>
> In **Filed claims**, its **Status** says **No payment yet**. In Details, its line counts the days, like "No payment yet · 34 days · Follow up with Amazon".
>
> ![Damaged in Amazon's warehouse · 1 unit · Claimed \$12.00, No payment yet · 34 days · Follow up with Amazon, Filed Sep 26 · case #14915534489, Undo, Claim window ends Nov 9 (10 days left), Mark as denied.](https://mintcdn.com/sourcedock/Mr9SI0CsNmjDBPlR/images/deep-dives/claims-walkthrough/31-chase-no-payment-details.png?fit=max\&auto=format\&n=Mr9SI0CsNmjDBPlR\&q=85\&s=565dbe96601e5cf564c4f13f5f32bd05)
>
> Paw Patrol Chase plush: its line in Details. Notice No payment yet · 34 days · Follow up with Amazon.

> [accordion] Denied: the reasons, the fix, a new claim, and undo
>
> Amazon doesn't tell apps how it answered, so you tell SourceDock. Open the claim, click **Mark as denied**, and pick Amazon's reason. SourceDock then shows how to fix it, and a reply to copy.
>
> ![Lost in Amazon's warehouse · 2 units · Claimed \$16.00, Denied · Units found, Filed Sep 10 · case #16571954726, Change reason, Mark as not denied, then How to fix it: Check your stock in Seller Central, What to write back with the reply, Copy reply, and Open the case in Seller Central.](https://mintcdn.com/sourcedock/Mr9SI0CsNmjDBPlR/images/deep-dives/claims-walkthrough/29-cleanser-denied-fix.png?fit=max\&auto=format\&n=Mr9SI0CsNmjDBPlR\&q=85\&s=f24a5c99727e55e7439dca13d4729f07)
>
> Bar Keepers Friend powder: filed 50 days before the seed day, and Amazon said it found the units. Notice Denied · Units found, Change reason and Mark as not denied, then How to fix it with the reply to copy.
>
> Open the claim from its row in **Filed claims**, or under **Filed claims** in the product's Details. Click **Mark as denied**. The box asks "Why did Amazon deny it?" Pick one:
>
> | You pick | The line then says |
> | - | - |
> | **Amazon needs an invoice or proof of purchase** | "Denied · Invoice needed" |
> | **Amazon says it was filed outside the time window** | "Denied · Outside the time window" |
> | **Amazon says it found the units** | "Denied · Units found" |
> | **Amazon says it already paid for these** | "Denied · Already paid" |
> | **Something else** | "Denied · Other reason" |
>
> With **Something else**, a box asks "What did Amazon say?" Type Amazon's reason in a few words. Then click **Mark as denied**. In **Filed claims** the **Status** says **Denied** and **Waiting** shows a dash. Hover **Denied** to see the whole reason.
>
> **How to fix it** gives one step for the reason:
>
> | Reason | The step |
> | - | - |
> | Invoice needed | "Send Amazon your invoice." SourceDock shows the receipt it has for these units, to download and attach. |
> | Outside the time window | "Check the dates in Amazon's answer." Filed in time, it adds "Reply and say it was on time." Filed late: "Amazon usually won't pay a late claim." |
> | Units found | "Check your stock in Seller Central." If the units are back, you're done. If not, ask Amazon where they are. |
> | Already paid | "Look for the payment in Paid out." If you can't find it, ask Amazon for the reimbursement ID. |
> | Something else | "Reply on the case with what Amazon asked for." Your note shows above it, like Amazon said: "Need box label photos". |
>
> Then **What to write back** has a reply with your units, ASIN and case number, like "Hello, I am sending the invoice for these 2 units of B0EXAMPLE1. Please look at case 11122233344 again and pay for them. Thank you." Click **Copy reply**, then **Open the case in Seller Central** and paste it.
>
> One line says if a new claim still fits: "You can still file a new claim until Nov 3 (12 days left)." with **File a new claim**, or, once it closes, "Amazon's window closed Nov 3, so a new claim is too late. You can still reply on this case."
>
> Wrong reason? Click **Change reason**. Wrong claim, or Amazon changed its mind? Click **Mark as not denied**, and it's back to waiting on Amazon.
>
> If Amazon pays after all, the payment wins: the claim moves to **Paid out** and reads **Paid**.

> [accordion] Paid: Likely paid, paid in part, and other rows
>
> When Amazon's payment carries the case number you typed, the claim reads **Paid**, like "Paid \$28.00 on Oct 21", and moves to **Paid out**. At the top of **Paid out** are two totals: **Paid from your claims** and **Amazon paid on its own**. Click one to show only those payments.
>
> ![The Paid out tab: Paid from your claims \$44.00 and Amazon paid on its own \$36.00, then Dove \$12.00, Philips Hue \$28.00 of \$28.00, Our Generation horse trailer \$16.00 with Paid in part under \$28.00, German Shepherd \$24.00 and Jellycat \$0.00, and Total paid \$80.00.](https://mintcdn.com/sourcedock/Mr9SI0CsNmjDBPlR/images/deep-dives/claims-walkthrough/23-paid-out-tab.png?fit=max\&auto=format\&n=Mr9SI0CsNmjDBPlR\&q=85\&s=e8524da500f1764106b9ba56ae9d452c)
>
> Paid out in the demo store: the Philips Hue bulb's refund claim paid in full, the horse trailer paid in part, and Dove, the German Shepherd plush and the Jellycat puppy, which Amazon paid on its own. The Jellycat shows $0.00 because Amazon took that payment back. Notice the two totals, $44.00 and \$36.00.
>
> | It says | It means |
> | - | - |
> | **Paid** | Amazon's payment carries the case number you typed. |
> | **Likely paid** | Amazon paid for this product, for this kind of claim, after you filed, but named no case. Hover it to see why SourceDock can't be sure. |
> | **Paid in part** | Amazon paid less than you claimed, like "Paid \$16.00 of \$28.00 claimed". |
> | **Taken back** | Amazon paid, then took the money back, like "Amazon took back \$12.00 on Aug 19". |
>
> ![A yellow Paid in part tag, then Paid \$16.00 of \$28.00 claimed.](https://mintcdn.com/sourcedock/Mr9SI0CsNmjDBPlR/images/deep-dives/claims-walkthrough/28-trailer-paid-in-part.png?fit=max\&auto=format\&n=Mr9SI0CsNmjDBPlR\&q=85\&s=093420698aa2cbf0d45b63aaead765be)
>
> Our Generation horse trailer: filed for $28.00, and Amazon paid $16.00 on the case 14 days before the seed day. Notice Paid in part and Paid $16.00 of $28.00 claimed.
>
> * The columns are **Paid**, **Product**, **Reason**, **Claimed**, **Case #**, **Filed** and **Paid on**. Click a column's name to sort by it. A green edge means a payment from your claims, a blue edge one Amazon made on its own.
> * Under **Claimed**, a yellow **Paid in part** or **Taken back** tag marks a claim that didn't pay in full.
> * At the bottom is "Total paid". Click a row to see its lines.
> * "Amount not in Amazon's report yet": Amazon paid this claim, but its Reimbursements report doesn't list it yet, so it isn't in the totals.
> * "This payment also covers another claim you filed.": one payment for two of your claims. Both rows say so.
> * **Outside SourceDock**, under **Filed**: a claim you filed in Seller Central without SourceDock. Amazon's payment named a case, so it's listed, with Amazon's reason.

> [accordion] From a Wallet payout
>
> You can start from the money too. On Capital Recovery, open **Wallet** and pick a payout. On the line "Claims Amazon paid back", click **See claims →**.
>
> ![Where the money went: Buyers paid \$990.00, Amazon fees, Refunds, Storage fees, Inbound placement fee, Subscription fee, FBA Inbound Transportation Fee, Claims Amazon paid back with See claims → and \$56.00, and Paid to you \$597.01.](https://mintcdn.com/sourcedock/Mr9SI0CsNmjDBPlR/images/deep-dives/claims-walkthrough/37-wallet-see-claims.png?fit=max\&auto=format\&n=Mr9SI0CsNmjDBPlR\&q=85\&s=2c2c025a01e00e8efbe0b38c985dd5ba)
>
> The demo store's Oct 29 payout: where the money went. Notice Claims Amazon paid back, \$56.00, and See claims →.
>
> Reconcile opens on **Paid out**, showing only that payout's claims, with a chip like "In the Oct 21 payout". Click the **x** on the chip to see every payment again. If none of the payout's lines is a filed claim, it says so, like "No filed claims match this payout's 2 reimbursements."
>
> ![Paid out with the chip In the Oct 29 payout, Paid from your claims \$44.00, Amazon paid on its own \$12.00, then Dove \$12.00, Philips Hue \$28.00, the horse trailer \$16.00 with Paid in part, and Total paid \$56.00.](https://mintcdn.com/sourcedock/Mr9SI0CsNmjDBPlR/images/deep-dives/claims-walkthrough/38-paid-out-from-payout.png?fit=max\&auto=format\&n=Mr9SI0CsNmjDBPlR\&q=85\&s=a64e74e9de3fd2bb426bc8e1b65b2726)
>
> Paid out, opened from the Oct 29 payout. Notice the chip In the Oct 29 payout, and three payments that add up to the payout's \$56.00.

> [accordion] Not a claim: every Can't claim line, and Amazon said no on a refund
>
> Some lines in Details say **Can't claim**: Amazon doesn't pay for them. Example: stock Amazon moved to "unsellable" as expired or defective.
>
> ![The paint set's Issues and claims: Claims to file 1 unit \$12.00, Return graded wrong, then under Lost, damaged, or reimbursed: Customer damaged, 1 unit, still at Amazon, tagged Can't claim.](https://mintcdn.com/sourcedock/c9b3fHTnnLSSVfZW/images/deep-dives/claims-walkthrough/27-paint-details-cant-claim.png?fit=max\&auto=format\&n=c9b3fHTnnLSSVfZW\&q=85\&s=ff82613505d51e627d1e18902c57fe4a)
>
> Paint set: Details under Issues and claims. Notice the claim you can file at the top, and the buyer-damaged unit under it tagged Can't claim.
>
> * Carrier damage is a **Needs a look**, not **Can't claim**, unless Amazon's records give no day for it.
> * Orders you shipped yourself: a refund on them isn't Amazon's to pay.
> * Found at Amazon: units none of your purchases cover. That's a purchase missing from your books, not a claim. Add it in [Purchases](https://docs.sourcedock.io/operate/purchases.md).
> * "Amazon's fees used up all the money from this sale, so there's nothing to get back.": the sale made you nothing after fees, so a claim would get nothing.
> * "never returned, Amazon gave you a unit back in stock": Amazon paid with a unit instead of money. Its line says "Amazon gave you a unit back in your stock for this order, so there is nothing to claim."
> * "Amazon paid you for these, then put them back on sale. Amazon may take the money back.": nothing to file.
>
> **Amazon said no to a refund claim**
>
> In Details, under **Customer refunds**, a **Refunded, never returned** line reads like "never returned, claim it · Claim by Dec 19 (50 days left)", with **Amazon said no?** under it. Filed it and Amazon said no? Click it.
>
> ![Customer refunds: Refund · 1 unit · Aug 21 · never returned, claim it · Claim by Dec 19 (50 days left), minus \$35.20, Amazon said no?, and Refunded minus \$35.20.](https://mintcdn.com/sourcedock/Mr9SI0CsNmjDBPlR/images/deep-dives/claims-walkthrough/35-tumbler-amazon-said-no.png?fit=max\&auto=format\&n=Mr9SI0CsNmjDBPlR\&q=85\&s=f648ed2f4c38f93facea5367f833afa4)
>
> Hydro Flask tumbler: refunded 70 days before the seed day, never sent back. Notice never returned, claim it · Claim by Dec 19 (50 days left), and Amazon said no? under it.
>
> The line then says "never returned, Amazon denied", with **Undo**. The claim leaves your **At risk** total, and its claim line says "You said Amazon turned this claim down." tagged **Can't claim**. No units or money move. **Undo** brings it back.

> [accordion] When something looks wrong
>
> * A claim you expected isn't here. Its window may not be open yet: a lost unit waits 30 days, a damage 15. Amazon may have paid on its own: look under **Paid claims** in Details. Or it may be past its last day: look in **CLAIMS** under **See details →**.
> * The numbers don't match Seller Central. Open **SHIPMENTS** or **EVENTS** under **See details →**, then the **Inventory ledger** link, and compare line by line.
> * The money says **Cost needed**. Add the cost in Purchases.
> * You want a claim gone. You can't hide a claim, the way you can hide a row on Alerts. **Next** moves you past it. It goes away once you file it, Amazon pays, or its time runs out.
> * Amazon asked for an invoice. Open the **Documents** tab on the claim, add your receipt, then reply on the case.
> * Still stuck? Ask Jax on the card.

> [accordion] Ask Jax
>
> Jax answers from this product's own numbers. Click a starter, or type your own question in **Ask Jax about this product**. The three starters are **Why is this flagged?**, **Where do these numbers come from?** and **What should I check first?** Questions that work well:
>
> * "Which shipment is this from?"
> * "When did Amazon log this?"
> * "Has Amazon paid anything for this product?"
> * "What proof will Amazon ask for?"
> * "Can you make the claim message shorter?"
>
> On a claim you can file, Jax can suggest a new claim message. Click **Use this** to put it in the **Claim** box, or **Keep mine**. Jax can't file, change or send anything for you, and it doesn't give legal or money advice.

> [accordion] Plans and stores
>
> Claims come with Capital Recovery, which is part of Pro. A Premier trial has them too. They work on US and Canada stores, and each store shows its own claims:
>
> * A Canada store's claims cover the units its own Canadian warehouses handled. Its claim amounts show in CA\$.
> * Have a US store too? An amazon.ca order shipped from your US stock belongs to your US store. So any claim on it shows on your US store.
> * If Amazon pays you back on that order, the payment counts once, on your US store.


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.