How do you calculate your fees?
We charge a 10% fee for cash reimbursed on claims that we filed.
Do you charge a commission if Amazon reimburses me with found inventory rather than cash?
No. We only charge for cash reimbursed.
When do I get charged?
Your monthly charge date is based on the date you signed up and entered your payment information. If you signed up on Nov 15, then you will be charged on the 15th of every month. We only charge if we successfully process a claim for you during that month.
How do you calculate your estimate?
After you connect your Amazon account, our system will analyze all your Amazon data to determine how much we believe you are eligible for. Note that we also include any open pending claims in your estimate. As those claims close, your estimate will be updated automatically.
Do you follow the Amazon Terms of Service (ToS)?
Absolutely. There is a lot of "folklore" around Amazon policies, but here's what Amazon actually says:
"Our policies prohibit any activity that would interfere with our capacity to help other sellers. Examples of such activities include submitting insufficiently researched or premature requests, or submitting a large number of requests in a short time. Sellers who repeatedly engage in these activities may receive delayed support on their cases or be subject to monitoring, investigation, and account action."
TrueOps' technology carefully prepares the claims with all required information and has a number of safeguards in place to ensure that our team keeps the claims volume at a reasonable level for your account. Many sellers don't realize this, but Amazon actually has a policy that allows for auditing and establishes many of the guidelines for claims.
Why did my estimate change?
We develop our estimate based on the potential reimbursement amount that we can calculate based on your data. As we start processing your claims, this number can change: it will go down as we start to successfully reclaim your funds, if Amazon locates previously lost inventory, if the claims expire, or if Amazon rejects any claims.
How do you handle reimbursement reversals?
Sometimes Amazon will “reverse” a reimbursement after it is approved. For example, Amazon might reimburse you $1,000 for lost inventory and subsequently find the inventory several months later. If this happens, we reverse our charges for these claims and add them back as a credit on your account to be applied towards our fees for future claims.
What documentation do I need to provide for lost inbound shipments?
Depending on the type of shipment (partner carrier, non-partnered carrier, LTL, etc), you may need to provide a signed packing slip and proof of delivery. This may include tracking numbers, a bill of lading and/or proof of delivery. Some sellers may also need to provide proof of purchase. We will contact you for each shipment to let you know what’s required.
For all shipments, you will need to sign a packing slip.
How often do you file claims?
We file claims based on your claim settings. We may slightly delay the filing of claims to ensure that we do not have an excessive number of claims open simultaneously.
How do I contact support?
You can email [email protected] or initiate a chat from your dashboard. There's a chat icon on the bottom right of your dashboard.