We appreciate your understanding and patience over the last few weeks, as we had to make necessary changes to our business processes to be able to best serve customers and you during the current COVID-19 pandemic. We continue to be focused on minimising the impact of these changes to your business, as we try to bring operations back to normal. As a first step, we reversed all referral, fulfilment and cancellation fees related to cancelled orders due to COVID-19 pandemic related disruptions. We hope you would have received the same. Additionally, we have also waived off FBA storage fees and FBA LTSF up to May 17, 2020.

We will also ensure that any negative impact on seller performance metrics due to the current situation has no bearing on your account health.

To further safeguard your business interests during the nationwide lockdown, we are temporarily relaxing some of our reimbursement policies. This includes relaxing claim windows for instances where you need to file claims, postponing manual clawbacks that we process, and provisioning for delays in timelines of specific policies due to the current disruption in the transportation network due to the lockdown. In light of the COVID-19 pandemic, we have introduced these changes with immediate effect and several policy benefits will be made available to your orders in the last few weeks as well.

Here are some of the key changes:

1. Removing claim windows and pausing clawbacks

We understand that during the current situation you may be focused on personal priorities, hence we are temporarily relaxing claim windows for different types of reimbursements (FBA inbound/ warehouse/ removal related, Switcheroo, Safe-T - (Refer Table 1 below for details). This will ensure that your reimbursement claims are not denied, if you happen to miss the claim window as per our regular reimbursement policy. We hope that this relaxation in the claim window will allow you enough time and avoid any losses due to missed claims.

We are also pausing all manual clawbacks until the situation resumes to normal. This is also meant to help minimise the impact on your cash-flow due to clawbacks.

As mentioned earlier, the above measures are temporary and closing date for both the claim windows and clawbacks are shared in Table 1 below.

2. Proactive reimbursements for lost/damaged items (in-transit or storage)

While we are relaxing the claim window and clawbacks, we will also work on proactively reimbursing you for any lost/damaged items during this time. However, the disruption in our transport network due to the lockdown related restrictions could lead to delays in delivery of returns/rejects/undeliverables (to our FCs, or your location). This means that we will extend the window for lost/damaged items reimbursements (Refer to Table 2 below for details). However, be assured that we will do our best to ensure that your items are returned to you as soon as possible.

These reimbursement windows go back to the original from July 1, 2020.

3. New (temporary) damage policy for Seller Flex

As per this new temporary damage policy, we are allowing sellers on Seller Flex to raise claims for damages instead of paying fixed monthly damage allowance. Since your current turnover could be lower than earlier months, we are doing this to allow you to get claim-based damage reimbursement instead of fixed percentage. For more details on this new temporary policy, refer to Seller Flex COVID-19 Damage Policy – FAQ page.

We are continuously working to normalise operations as soon as possible and to minimise the impact of the disruptions on your business. For more announcements and updates, refer to COVID-19 help page.

Table 1: Claim window changes for different fulfillment channels

ChannelReimbursement typeRegular PolicyCOVID-19 Reimbursement Policy
FBAMissing from InboundTo be claimed within 60 days from inbound shipment delivery dateIf inbound shipment delivery date is after March 15, 2020, submit claims by June 30, 2020, or as per regular policy, whichever is later
Warehouse lost or damagedTo be claimed within 60 days from date of inventory adjustmentIf inventory adjustment date is after March 15, 2020, submit claims by June 30, 2020, or as per regular policy, whichever is later
Removal Shipment LostTo be claimed within 30 days from the date of removal order shipped dateRelaxation of claim window if removal order shipped date is after March 15, 2020, submit claims by 30 June, 2020, or as per regular policy, whichever is later
Removal shipment missing or damaged unitsTo be claimed within 7 days from date of shipment deliveryRelaxation of claim window if date of shipment delivery is after March 15, 2020, submit claims by June 30, 2020, or as per regular policy, whichever is later
Customer returned different item (removal order)To be claimed within 30 days from the date of shipment deliveryIf date of shipment delivery is after March 15, 2020, submit claims by June 30, 2020, or as per regular policy, whichever is later
Incorrect fee (fulfillment fee)To be claimed within 60 days from the date of fee chargedIf date of fee charged is after March 15, 2020, submit claims by June 30, 2020, or as per regular policy, whichever is later
Incorrect referral feesTo be claimed within 30 days from the date of orderIf date of order is between March 1, 2020 ,and May 17 2020, submit claims by June 30, 2020, or as per regular policy, whichever is later
Seller FlexSwitcheroo/Materially Different Returns ClaimsTo be claimed within 7 days from return delivery dateIf return delivery date is after March 15, 2020, submit claims by June 30, 2020, or as per regular policy, whichever is later
DamagesNo claim based policy as flat rate for damages is reimbursedIf return delivery date is between March 24, 2020, and May 31, 2020, OR if ship date is between March 1, 2020, and May 25, 2020, then sellers can file damage claims upto June 30, 2020 or 15 days from return delivery date, whichever is later.
Lost-In-Transit Dispute claimsTo be claimed within 7 days from return delivery date for units marked delivered, between 50- 75 days from refund date for items nor reimbursed and not marked delivered , between 50-75 days from replacement ship date for units with replacementIf return delivery date is after March 15, 2020, for units marked delivered , submit claims by June 30, 2020, or as per regular policy, whichever is later, if refund date is after March 15, 2020, for items not marked delivered and not reimbursed, submit claims by June 30, 2020, or as per regular policy, whichever is later. If replacement ship date after March 15, 2020 for units for replacement, submit claims by June 30, 2020, or as per regular policy, whichever is later
Incorrect referral feesTo be claimed within 30 days from the date of orderIf date of order is between March 1, 2020 ,and May 17, 2020, submit claims by June 30, 2020, or as per regular policy, whichever is later
Easy Ship & MFNSwitcheroo/Materially Different Returns ClaimsTo be claimed within 7 days from return delivery dateRelaxation of claim window, if return delivery date is after March 15, 2020, submit claims by June 30, 2020, or as per regular policy, whichever is later
DamagesTo be claimed within 7 days from return delivery dateRelaxation of claim window, if return delivery date is after March 15, 2020, submit claims by June 30, 2020, or as per regular policy, whichever is later
Lost-In-Transit Dispute claimsTo be claimed within 7 days from return delivery date for units marked delivered, between 30- 60 days from return request date for self shipped returns

If return delivery date is after March 15, 2020, for units marked delivered, , submit claims by June 30, 2020, or as per regular policy, whichever is later

If request return date is after March 15, 2020, for self shipped returns, submit claims by June 30, 2020, or as per regular policy, whichever is later

Incorrect referral feesTo be claimed within 30 days from the date of orderIf date of order is between March 1, 2020, and May 17, 2020, submit claims by June 30, 2020, or as per regular policy, whichever is later

Table 2: Reimbursement window changes for different fulfilment channels

ChannelType of reimbursementRegular PolicyCOVID reimbursement policy
FBALost in Transit45 days from refund to customer date95 days from refund to customer date if refund date is between March 15, 2020, and June 30, 2020
Warehouse Damaged10 days from item marked warehouse damaged45 days from item marked warehouse damaged for items marked warehouse damaged between March 31, 2020, and June 30, 2020
Seller FlexLost in Transit50 days from refund to customer date110 days from refund to customer date if refund date is between 15 March, 2020, and June 30, 2020
Easy Ship & MFNLost in Transit50 days from refund to customer date110 days from refund to customer date if refund date is between March 15, 2020, and June 30, 2020