Where do I find shipments on the Lost inbound tab?
When you navigate to your Lost Inbound tab, you'll arrive at the ‘Needs attention’ section. This is where all eligible shipments will appear when they need further information or documentation from you in order for us to file a claim. In ‘Documentation ready’, you’ll find shipments where you have provided all necessary information, and they are currently in our queue to be reviewed and filed by the team. ‘In progress’ will show all shipments that have had a case opened by our team. You can also search for a specific shipment using the search bar and filtering by section; the section can also be removed to search in all sections, regardless of status.
What documentation do I need to provide for Lost Inbound shipments?
The documentation requirements will vary depending on your seller type.
For sellers who exclusively sell non-brand-registered units, we will need the original invoice or proof of purchase; for brand-registered sellers, we will need a signed packing slip.
Depending on the type of shipment, you may need to provide proof of delivery. This may include tracking numbers, a bill of lading and/or valid proof of delivery. All documentation required from you is outlined on each shipment from your lost inbound tab.
Documentation requirements can be reviewed on the Good vs Bad Invoices and Proof of Ownership, and the Good vs Bad Proof of Delivery pages.
Once you provide the necessary documentation and click 'Mark as ready', the shipment will be sent to our queue for filing!
Do I open my own case after submitting documents?
No - if you want us to manage the case and see it through completion, our team will need to open the case to ensure it is properly monitored and managed. If you want us to take over an existing investigation, you’ll need to close the existing case. We will reopen it once it's fully closed and non-replyable. Once we open a case, the shipment will move to the ‘In progress’ section of your Lost inbound tab.
Where can I find the case ID after a case is opened?
Once we open a case for a shipment, it will move to the ‘In progress’ section of your Lost Inbound tab. In this section, all connected case IDs will be located below the shipment ID, and they can be clicked on to take you to the case in Seller Central.