Amazon FBA Returns & Reimbursement Specialist for Incomplete Customer Returns

We are seeking an experienced Amazon Seller Central specialist to manage and recover reimbursements for improper customer returns. The ideal candidate will have a strong understanding of Amazon's reimbursement processes and be able to identify and claim improper returns effectively. This role requires attention to detail and the ability to work independently to ensure maximum reimbursement recovery. The main issues are: * Customers removing components or accessories from the box and returning incomplete units * Products being returned in clearly used condition, including visible signs of use * Returned units being classified by Amazon as CUSTOMER_DAMAGED * Inconsistent responses from Amazon Seller Support * Some reimbursement claims being approved when we provide photos and documentation, while other representatives say the returns are ineligible for reimbursement We need someone who can: * Review our Amazon return reports and identify eligible reimbursement cases * Inspect and organize supporting evidence for incomplete or improperly returned units * Submit and manage Seller Central reimbursement cases * Escalate denied or incorrectly closed cases * Track order IDs, LPNs, SKUs, ASINs, photos, missing components, case IDs, and reimbursement outcomes * Develop a repeatable SOP for handling future returns * Help us determine the correct Amazon policy language and reimbursement category for each claim * Persistently follow up with Amazon when support responses are inconsistent We are not looking for someone to submit generic automated claims. We need someone who understands the distinction between: * A normal customer-damaged return * A materially incomplete return * A return with missing original components * A personal-use product returned with obvious signs of use Amazon has reimbursed some of these cases after we submitted photographic evidence, so we believe there is a legitimate recovery opportunity. However, outcomes currently depend too heavily on which Seller Support representative handles the case. Ideal experience * Amazon FBA reimbursements and returns * Seller Central case management * SAFE-T claims or related reimbursement workflows * FBA inventory adjustments and return dispositions * Escalating denied reimbursement claims * Experience handling high-volume customer return disputes * Strong documentation and spreadsheet skills Please include: 1. Your experience recovering reimbursements for incomplete or used Amazon returns 2. Examples of similar issues you have handled 3. Whether you personally manage and follow up on Seller Central cases 4. Your typical reimbursement success rate 5. How you would approach returns marked CUSTOMER_DAMAGED when components are missing 6. Whether you charge hourly, per case, or based on recovered funds We would initially like to run a pilot using a group of documented returns. If successful, this may become an ongoing engagement.