Frequently Asked Questions

Reimbursements

Most sellers receive reimbursements worth 1-3% of their annual revenue. In addition to this, a considerable number of sellable units are regularly returned to your stock as a result of our audit process. There is no charge for finding these units!

Our audit software and algorithms identify candidates for reimbursement. Our claim professionals then review the claim candidates and submit them in line with Amazon’s Terms of Service. The claims we submit are well researched and we always follow up if Amazon has questions or require additional information. We also reach out to you if Amazon requires supporting documentation.

A retrospective audit (past 18 months) is started within one business day of your registration. Businesses typically see their first reimbursements within 48 hours.

We track all cases we submit and only charge commission on successful reimbursements we have claimed. We do not charge commission on found items, reimbursements that Amazon pay automatically or claims that you make yourself.

We analyze your seller account data and claim reimbursements for a wide range of discrepancies and mistakes. These fall into 5 main categories:

  • Inbound shipments (receiving discrepancies, carrier lost and damaged)
  • Warehouse (lost, damaged and destroyed)
  • Customer Returns (missing, incorrectly charged, etc.)
  • Fees
  • Removals

We also monitor Amazon’s reimbursement policies and terms of service to ensure that our auditing processes and procedures are regularly updated so that we find all of your missed/lost inventory and recover every reimbursement that you are entitled to.

Your seller account is audited regularly on an ongoing basis and claims are submitted promptly, unlike some service providers that only audit a few times a year or draw-out the claims submission process. The frequency depends on the type of reimbursement, we aim to find and submit claims as soon as they become eligible (e.g. immediately after Amazon’s 30-day window for identifying and paying reimbursements themselves).

We currently support US and Canadian Marketplaces. We will be extending coverage to other Marketplaces, so please reach out if this applies to you.

Administration

We do not charge monthly fees. We only charge a commission on reimbursements that we have claimed for you and have been confirmed by Amazon. We don’t charge a fee for missing inventory that we have found and has been returned to your sellable inventory. Commission is 30% (negotiable for high volume sellers).

You are billed every 2 weeks for reimbursements received at least 2 weeks prior. This ensures that you receive your reimbursement payment from Amazon before commission is charged. You can register a credit card via our secure payment platform (Stripe) and we accept all major credit cards. Payments are automatically charged to your credit card, reducing your admin time.

Alternatively, we can set up EFT payments for you.

There is no software to download. RefundPros is a cloud-based, web service and will work with any web browser and desktop or mobile device. You can review your savings and the work we are doing for you at any time, wherever you are.

Yes. You can cancel at any time. Just notify us via email or phone.

Other Questions

Glad you asked! Here’s why:

  • We develop relationships with our customers and have a dedicated customer support team that will address any question or concern you have.
  • We understand the importance of maintaining a good relationship with Amazon and comply with all of their Terms of Service
  • We recognize that you need to protect sensitive data from Amazon (e.g. supplier information). We take care to protect your sensitive information when submitting claims to Amazon.
  • And of course our results...which speak for themselves!

You provide limited access to your Seller Central account when you register for the RefundPros service. The access permissions are specified on the Profile page of your online RefundPros account. You also grant standard access to your account via Amazon’s MWS API. The access you provide enables RefundPros to generate reports, submit reimbursement claims and monitor the results of these claims.

No. We take special measures to protect your seller account and ensure that we comply with all of Amazon's Terms of Service.

  • Our claims are always properly researched - we have an extremely high claim success rate
  • We do not submit too many claims at once
  • We wait the number of days required by Amazon before submitting a claim. This ensures that you don’t pay commission on reimbursements that you would otherwise receive automatically.

Yes, we use advanced data encryption (128 and 256-bit SSL encryption and OAuth2.0 authentication) to store your information. The account access that you grant to us is protected by a strong password and Amazon’s 2-step authentication.

RefundPros will not sell, trade, distribute or otherwise divulge your information or data to outside parties unless legally required to do so. Your data will only be stored and used for the purpose of providing the RefundPros Marketplace Auditing service.

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