Frequently Asked Questions

Getting Started – Learning About My Account

Why would I use Seller Investigators?

The Seller Investigator application takes away the massive hassle of going through all of the reports and hoops needed for you to file a reimbursement case to Amazon.

What information will I need to get started?

You must be an Amazon Pro Seller in order to use Seller Investigators — we’ll need you to authorize us with Amazon MWS API credentials to import all of your store front data and add the case manager as a SellerCentral User.

Is my information secure?

Yes, we are using Amazon’s infrastructure (AWS) advanced encryption to store your information.

What is your fee?

We charge a 25% commission on all successful reimbursements, including inventory reimbursements. To value a unit of inventory, we use the amount per unit value Amazon assigns.

How is the reimbursement fee computed?

We get 25% of the total value of the reimbursement that was given by Amazon. Reimbursed with inventory is good as cash. Without it being reported to Amazon, that quantity of items will not be reimbursed or returned to your inventory.

How do I pay?

We accept all major debit and credit cards. Your payment information is encrypted via our integration with Stripe. We will send you an invoice on the last week of month or the first of the next month and after 3 – 5 days, we’ll be charging your debit or credit cards.

Can I cancel the service at anytime? How do I cancel my service?

Yes, there are no long-term contacts. Simply notify us through email, casemanager@sellerinvestigators.com

What happens to my data when I cancel?

After filing the service cancellation, we’ll halt the reimbursement service immediately and delete all your data.

Support Center – How we Get Your Money Back

How long does it take for a refund to be processed?

3 – 5 business days after we file a case with Amazon Support.

How can I track my reimbursements?

The Statement View in your Payments Report shows you when and how much you will be paid. Other Transactions show all FBA Inventory Reimbursements. It can take up to 5 business days for your money to appear in your bank account after we initiate payment.

What reimbursement cases do you cover?

Amazon lost inventory at the warehouse, and it has been 30 days in past 18 months.
Amazon damaged inventory at the warehouse, and it has been 30 days in past 18 months.
Amazon claims to have reimbursed a return but it has not been reimbursed.
Amazon improperly received or miscounted items from inbound shipments in past 9 months.
Amazon claims to have placed an item back into your inventory but it has not been replaced.
Amazon issued a refund, but customer never returned item and it has been 45 days.

How does the Redemption Service work?

After your sign-up, we’ll import your store-front data through Amazon MWS API, which takes 24 – 48 hrs depending on the size of your data. After importing and processing your data, we’ll start to report cases to Amazon Support.

Do you automate claim submissions?

No. In accordance with Amazon’s Terms of Service, we do not automate any claim submissions. Your case manager reviews each potential claim and manually submits quality claims with accurate data.

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The Benefits

We have developed a proprietary refund search engine that reviews our client’s accounts

All potential cases that are found by our search engine are manually checked and filed by our case manager.

Our case manager handles everything from filing and replying to cases. So all you need to focus is growing your business.

No fixed monthly charges. We only charge 25% from what we successfully recover.