How To Use TrueOps For Amazon FBA Reimbursements & Refunds - Software Tutorial & Service Review

Have you ever wondered how much money you might be losing from your Amazon FBA sales due to missed reimbursements and refunds?

TrueOps is here to help!

Recently, I had an exciting discussion with Joel MacPherson, the co-founder of the company.

I also welcome you to get a free Amazon account audit + $1000 in free reimbursements from TrueOps.

And the TrueOps referral code is: Vova

It's a pretty awesome offer! And also, here's a video, if you prefer watching. Enjoy!

TrueOps helps sellers recover lost and damaged goods, as well as address discrepancies in FBA fees.

During our discussion, we explored how to use this powerful software, including a step-by-step tutorial on onboarding and navigating the tool.

Joel provided great insights, especially for first-party sellers who are looking for vendor central reimbursements.

If you’re an Amazon FBA seller and want to learn how to reclaim those missing funds, this article is just for you!

Plus, I’ve teamed up with TrueOps to offer you an amazing deal: a free account audit and the chance to recover your first $1,000 in reimbursements with no commission fees!

TrueOps (First $1000 in Reimbursements and Refunds with 0 Commission + Free Audit)

You don’t want to miss this special offer!!!

Now, let’s dive in and discover how TrueOps can make your reimbursement process easier and more effective!

_________________________

Introduction

Vova: Hey, hope you're having a great day! Welcome to this tutorial on TrueOps, a software designed to help Amazon sellers get reimbursements.

If you're an FBA seller like me, you know that sometimes things go wrong in the FBA system.

Items can get lost, damaged, or fees can change unexpectedly, and it can end up costing us money as sellers.

TrueOps is one of those services that steps in to help.

They help you recover money you're owed from these discrepancies and basically put it back in your pocket.

In this tutorial, we'll take a look at how their tool works.

I'll walk you through a video clip showing how to get started with TrueOps, the onboarding process, which is pretty quick — around 3 minutes.

You'll see it's a simple and efficient process.

And hopefully, you'll find it valuable. 

Also, below is a special offer waiting for you. 😉

TrueOps (First $1000 in Reimbursements and Refunds with 0 Commission + Free Audit)

 

So, the offer from TrueOps is that they will recover your first $1,000 with no commission fees!

That means they won't charge you a percentage on that initial amount.

"Just how big of a cut are we talking?"

You might be wondering about that, right?

I get you. :D

Well, that will be clearer when we go over their pricing model later on, which is based on results, so they only get paid when they recover money for you.

I think it's a great model and I hope this information will be useful for you.

Oh, be sure to check out the topics covered in the table of contents for quick navigation through the article.

My Guest – Joel MacPherson

Vova: Today, we have Joel, co-founder of TrueOps, joining us.

He’s going to take some time to help us understand how we, as Amazon sellers, can make the most out of TrueOps.

The idea is to help you recover money that might otherwise be lost in the system.

You can use that money however you like – maybe reinvest it in your business or just enjoy it. It’s your money, after all!

Joel, welcome!

Great to have you here with us today. How are you doing?

Maybe you could start by telling us a bit about yourself and TrueOps before we dive into the tutorial?

Joel: Thank you so much for having me! 

I really appreciate the opportunity. 

So, my name is Joel, and I’m one of the co-founders of TrueOps. 

I’m also a CPA, and I manage the auditing side of the business. 

TrueOps Overview

Key Background and Performance Highlights

TrueOps has been up and running for about two years now, and over the past year, we’ve onboarded more than 1,600 Amazon sellers. 

Together, those sellers account for over $3.6 billion in revenue on Amazon. 

A lot of them have transitioned to us from other audit solutions, which has been great to see.

What makes TrueOps different is that we have some very seller-friendly policies.

Commission Policy

We charge a 10% commission on all reimbursements, which is pretty straightforward.

Don’t Miss This: Mastering Amazon FBA Reimbursements: Your Ultimate Guide!

We also give credit for any reimbursements that Amazon reverses, which I’ll explain in more detail when we get into the app. 

And importantly, we only charge when we recover actual cash reimbursements for you.

In-house Auditors

Another thing that sets us apart is that we're a small team of technology-enabled in-house auditors. 

This means that you can actually speak to the people working on your account. 

If you open a support request, you'll be connected to the person directly handling your case within just a few minutes. 

Flexible Audits

We also offer flexible options when it comes to how we work with your team. 

For example, if you want your in-house team or another auditor to go over things first, we can step in afterward to catch anything they might have missed. 

Our goal is always to help sellers recover as much as possible. 

Whether we're handling everything for you or just acting as a backup, TrueOps offers different ways to support your business.

Vova: Perfect! Now that sellers have a better idea of how TrueOps can help them, let's dive into a quick overview of the onboarding process. 

Onboarding Process

It's pretty straightforward, and I think sellers will find it really helpful.

So, readers! Make sure to read through everything to understand how to get started.

Featured Blog: How To Get Reimbursed From Amazon - 3 Life-saving Hacks For FBA Sellers

I'll include screenshots to help you visualize each step. 

And if you want to see TrueOps in action or dive deeper into the details, you can easily find what you need in the table of contents. 

Let's start with the clip overview now — hope you find it helpful!

TrueOps' onboarding process is incredibly efficient and easy to follow. Here's a breakdown of the steps involved:

1. Start with Account Setup: First, enter your account details and click “Sign Up.”

After that, TrueOps will send a confirmation code to your email. 

Once you receive it, simply enter the code to confirm your email, and you’re ready to log in for the first time.

2. Connect Your Accounts: When you’re signed in, you’ll be prompted to enable the TrueOps app. 

This step will link your TrueOps account with your Amazon account, allowing us to access the information needed to track reimbursements.

3. User Permissions Setup: Next, the system will prompt you to set permissions for your account. 

You’ll need to enter a name and email address, then hit “Invite.”

4. Adjust Permissions for Access: After a quick page refresh, you’ll see a permissions list.

You can use Control + F to locate each permission type quickly. 

Copy and paste the required permissions for TrueOps access. 

This lets us handle audits accurately and efficiently.

5. Confirmation: Finally, check the permissions. 

The system will confirm in seconds that all permissions are added correctly, and then you’re good to go.

And that's it! 

With these simple steps, you can connect your accounts to TrueOps in under three minutes. 

It's a quick and easy process designed to get you up and running as soon as possible.

Vova: Thanks for taking the time to go through the onboarding process. 

I hope it was straightforward and easy to follow. 

If you still have any questions or comments about how it works, feel free to drop a message in the comments section of this article's video. 

We’ll make sure to get back to you and help with anything you need. 

Now, let’s move forward to exploring what TrueOps looks like once you’re set up. 

How TrueOps Works

Vova: To all the readers, after completing the onboarding, you’ll have access to the full tool. 

So now, Joel will walk you through how it works and what the process looks like when using TrueOps.

Homescreen

Joel: Great, so once you’re onboarded, you’ll see a dashboard that looks like this. 

This is the main screen where you can track everything going on with your account. 

Here, you’ll be able to view different types of reimbursements that have been credited to you regularly. 

That includes the reimbursement reversals I mentioned before.

Sometimes, after Amazon issues a reimbursement, they might later locate the units.

When this happens, Amazon credits your account for that inventory and reverses the cash reimbursement.

Our system checks for these situations every day, and if it finds any, it will automatically apply these credits back to your account.

You’ll be able to see these adjustments directly on the dashboard.

Additionally, every reimbursement we process is linked to a specific case.

This provides transparency, so you can easily understand and track what’s happening with each transaction in your account.

Connections Tab

Now, this is the connections area.

If you have multiple connections, you can add them here.

You can also indicate whether you’re a brand owner or a reseller right in this section.

Lost Inbound Tab

Next area is the primary space for interacting with TrueOps, where you’ll see anything that needs your attention.

Here, you can upload proof of delivery or mark items as ready.

If you're a manufacturer, we offer the option to sign packing slips directly.

Just click the button highlighted in the screenshot below, and you’ll see the packing slip, where your signature will appear after signing.

You can also edit the packing slip here.

So, if you realize that you shipped fewer units than expected, you can make adjustments before submitting it to Amazon.

Once everything is in place, the shipment is ready to go.

There’s built-in logic in the system to ensure that only the necessary steps are requested.

For example, if you’re using an Amazon partner carrier or the AWD service, you may not need to upload proof of delivery.

The system knows when certain documents aren’t required, so you’re only asked for what’s essential.

If there’s a shipment that doesn’t need attention — maybe it’s already canceled — you can simply archive it.

By archiving, you stop receiving reminder emails about it, which can be helpful for keeping things organized, especially if you’re working with a VA (virtual assistant).

The system regularly sends notifications to remind you about expiring tasks or missing documents, so archiving lets you avoid unnecessary alerts.

This setup is ideal for staying updated on your account and ensuring all important documents are submitted on time without extra hassle.

Recommended Read: An Expert's Guide For Amazon FBA Refund Reimbursements

Vova: Joel! I wanted to ask you about connections, as you mentioned them earlier.

Specifically, I am curious about how they connect different marketplaces.

Supported Marketplaces

Vova: Can you explain which marketplaces are supported?

For example, do you cover all of North America and Europe, or are there any limitations?

Joel: Yes, we support all marketplaces.

This means you can connect everything, no matter where it is.

If you have multiple brands, you can link them all here.

This feature allows you to manage different brands easily.

For instance, if you own a private label brand, or if you are a reseller for another brand, you can set up your connections accordingly.

This way, you can choose whether you are acting as a manufacturer or a reseller when connecting your accounts.

The flexibility helps you organize and manage your businesses in one place.

Vova: That’s great to hear!

So, you support all marketplaces.

Lost Inbound Tab (Cont.)

Vova: Now, let’s talk about lost inbound shipments.

When we say "lost inbound," we refer to shipments that have been sent to Amazon but are sometimes missing.

This could be one unit, a few units, or even an entire shipment.

It can be really frustrating when this happens, as you might find yourself wondering what went wrong.

From what I understand, with the lost inbound feature in your software, TrueOps continuously scans for these issues.

Whenever there are any discrepancies, we will receive email notifications.

We will also see the details in the lost inbound dashboard on the left side of the screen.

This is very helpful, especially since we will get alerts when the time to reclaim a missing shipment is nearing its end.

It is important to mention that Amazon gives sellers a specific timeframe to request reimbursements for lost items.

Popular Pick: 7 Best Amazon Reimbursement Services Review

If we do not act within that period, we may miss out on getting our money back.

The icing on the cake, unfortunately, is that Amazon’s policies regarding these time limits are changing.

As of October 23rd, sellers can only file claims for eligible reimbursements for two months instead of the previous 18-month period.

This means it is now even more critical for sellers to stay on top of their shipments and act quickly if something goes missing.

Joel: Yes, to clarify, we handle all major types of claims, not just the ones that you see listed.

When it comes to lost inbound shipments, the situation is often more complex than people realize.

Even after Amazon confirms that a shipment has been received without any issues, there can still be problems.

This is because Amazon has the ability to reallocate units from a shipment at any time, even months or even a year after it has arrived.

For example, we have seen cases where units missing from a recent shipment were later attributed to a shipment from a year ago.

This situation can be quite confusing for sellers.

In some instances, you might notice a report showing that you have negative units received for a shipment.

This means that Amazon is saying you owe them units rather than confirming that you received them.

To stay on top of these issues, you would need to download your shipment reports every day and carefully check the contents page to ensure that nothing is changing.

If you do not keep an eye on these details consistently, you risk missing out on important information.

This is why many in-house teams struggle to catch every issue that arises.

It is simply too much for a human to manage on their own.

They might wait until the ninth month, right up until the very last day, to move units from an older shipment.

If you do not catch it on that day, then it becomes too late to make a claim because the time to act has expired.

Although you technically have nine months from the date you received the shipment, this time frame assumes that Amazon is not making any changes.

If a shipment appears to be fine for eight months but then Amazon makes adjustments, you may find yourself with only one month or even just a few days left to respond.

Because of this uncertainty, it is very important to check these shipments regularly.

As Vova pointed out, the rules are changing, and this affects how long you have to file certain claims.

For some types of claims, the time you have to file has been significantly reduced.

The most notable change is related to lost and damaged items in the warehouse.

As Vova mentioned, the time allowed for investigating these claims has dropped from 18 months to just 60 days.

Additionally, Amazon plans to start processing reimbursements more quickly for claim types that do not include FBA fees and do not relate to lost inbound shipments.

Hidden Tip #1: Keep Track of Your Shipments and Reimbursements

Joel: While there are still many claims that you can pursue manually, Amazon will take a more proactive approach in handling lost and damaged items.

We have looked closely at our client list and found that many of them are part of a pilot program where Amazon is trying to handle reimbursements in a more proactive way.

From our analysis, it seems that Amazon is able to automatically reimburse sellers about 70% of the time.

However, it is important to understand that this does not mean that the dollar value of those reimbursements is also 70 percent.

For instance, it is entirely possible for a large number of units — let’s say 10,000 units — to go missing, and by chance, Amazon might overlook a significant amount of those items.

This situation highlights the importance of keeping an eye on your shipments and reimbursements.

Hidden Tip #2: Work With Seller-Friendly Companies

Joel: It is essential to work with a company that has a reputation for being honest and has seller-friendly policies.

We carefully track how long it takes for Amazon to process these reimbursements automatically.

Our approach is to step in after Amazon’s initial window for reimbursement has closed.

This is very important because if you rely solely on an immediate reimbursement process, you might end up paying commissions on funds that you would have received anyway.

Our strategy focuses on catching that remaining 30% of reimbursements that Amazon might miss.

Vova: Joel, when you talk about being seller-friendly, do you mean that there are issues with Amazon's rules being broken?

I just want to make sure I understand correctly that everything is done according to the rules.

Joel: Yes, when I say "seller-friendly," I mean it in a positive way. 

We always follow Amazon's terms of service, and we treat each seller's account as if it were our own. 

If we need to escalate a case, we make a phone call instead of just repeatedly sending messages to Amazon. 

This personal touch helps us address issues more effectively.

Another important point is that we give credits for all reimbursement reversals, and we do this without any exceptions. 

This is actually a unique feature compared to many traditional auditors. 

Many of them only provide reimbursements for certain situations, while we ensure that our clients are covered in every case.

Claim Settings

Additionally, we have the option to set up delays in the claim process. 

For instance, in the claim settings, you can easily choose to use this feature as a backup. (Refer to the screenshot below).

TrueOps has really led the way in this area. 

Instead of having to email support to inquire about these options or having them be unclear, sellers now have the power to manage these settings themselves whenever they choose. 

If you want your virtual assistant (VA) to help with lost inbound shipments, you can set a delay for us. 

You could choose a 30-day delay, a 60-day delay, or any time frame that works for you. 

After that period, we will step in and take care of what is left.

This approach works for other types of claims as well.

Our seller-friendly policies are part of everything we do. 

We always pay attention to when automatic reimbursements occur. 

We make sure to act after those reimbursements take place, not before. 

This way, we can manage seller accounts thoughtfully and responsibly. 

Our goal is to give sellers more control and power over their own accounts. 

We aim to support sellers by being careful and mindful in our actions.

TrueOps Special Offer Reminder

Vova: Perfect! I want to remind my readers and sellers that there is a special offer available. 

Down below, you will find a button that leads to a free audit. 

This audit comes with an exciting opportunity: you can receive up to $1,000 in free reimbursements. 

What it means is that you can test to see if TrueOps can assist you without any cost. 

For the first $1,000 in reimbursements, TrueOps will not charge you a percentage. 

After that, the fee will be 10%.

TrueOps (First $1000 in Reimbursements and Refunds with 0 Commission + Free Audit)

The free audit simply shows you what you could get back, which is a great benefit for sellers.

It is important to note that this button contains an affiliate link. 

If you choose to do business with TrueOps after using this link, I will receive a small commission. 

This commission comes at no extra cost to you as the seller.

It is a way for you to support my free content, and I genuinely appreciate it.

Lost Inbound Tab (Cont.)

Vova: Now, let’s go back to the topic of Lost Inbound shipments. 

Joel! As you explained earlier, we have all the shipments we have sent, and we can keep track of their expiration dates. 

The expiration date is important because it tells us how long we have to request reimbursement for those shipments. 

Is that correct, Joel?

Joel: Yes, that's right.

Proof of Delivery

Vova: Let’s talk about proof of delivery or what we call POD. 

When you need proof that a shipment was delivered, you typically have two options. 

First, you can request this document from your freight forwarder. 

They should be able to provide you with a PDF file that shows the shipment was sent out and that it has been delivered. 

This document usually includes details about the delivery, such as confirmation that Amazon received the shipment.

Alternatively, if you decide that you do not need to work on a particular shipment for some reason, you can archive it. 

This means you can set it aside and mark it as “Ready.” 

By doing this, you indicate that you have finished handling that shipment, and you do not need to take any further action on it at the moment. 

Is that correct, Joel?

Joel: Right! Once you have uploaded all necessary documents related to your shipment, you will need to click on the "Mark as Ready" button. 

This step tells us that we can now start working on that specific shipment. 

It is a simple process, but it is important to ensure that everything is correctly documented for your records.

Proof of Purchase

Vova: But sometimes, Amazon also asks for proof of purchase. 

They might want to confirm if we really bought, say, a thousand units of a product, like our grill brushes. 

So, let’s say Amazon wants us to prove that we purchased those items. 

If we’re connected to your service, would Amazon reach out to you instead? 

And then, would you let us know to send in proof of delivery (POD) or proof of purchase (POP)? 

Is that how it works?

Joel: Yes, there are two different ways we handle this. 

If you’re a brand owner, we’ll work with packing slips as your proof of ownership. 

For brand owners, it’s a simple process — just sign the packing slip digitally in the app, and it’s all set. 

On the other hand, if you’re a reseller, we’ll need invoices, so in that case, you would see an option to upload your invoice directly through a button in the app.

Vova: Got it. 

So, as a private label seller, would I need to go through each shipment individually to check if a packing slip is required? 

Or, let’s say during the free audit, I can view everything. 

But after the audit phase, when we’re regularly shipping new products and perhaps a shipment has issues, would I be alerted if files like packing slips need to be added?

Joel: Yes, exactly. 

In the dashboard, you’ll find everything you need right there. 

You can review each document and sign them one at a time. 

For instance, here’s an option labeled “Sign Packing Slip.”

You can simply click it to add your signature when needed.

Vova: Oh, I understand now!

Joel: Right now, if you don’t want to go through signing each packing slip individually, you can set up the auto-sign option.

In this demo account, auto-sign is already active, so instead of clicking “Sign Packing Slip” every time, it will automatically apply your signature for you. 

This can be helpful if you’re confident there won’t be any short shipments.

If you do have auto-sign enabled but later find out about a short shipment, you can still go back, remove the signature from that specific shipment, or even archive it if needed.

Vova: Or just update the unit count, right? 

Say, for example, a shipment was supposed to have 200 units, packed in two boxes with 100 units each. 

But if we know only one box was actually sent, we’ll need to adjust it to reflect the accurate count.

Joel: Exactly, that’s when the edit feature is really helpful. 

You can make those adjustments directly.

Vova: Got it — thanks for explaining, Joel. 

That’s pretty much it for the Lost Inbound. 

I hope this clears things up for sellers. 

And if anyone has any more questions, feel free to leave a comment on the video, and we’ll make sure to get back to you.

FBA Fees Tab

Joel: Yes, and then here we have the section for FBA fees.

You can upload your product dimensions, and that way, we help keep Amazon accountable for those numbers. 

There’s a template available for download, so you just fill it out with your product’s dimensions, upload it, and then we’ll monitor Amazon regularly to ensure these measurements stay the same.

For example, if your product’s length is recorded at 8.6 inches, we’ll make sure that doesn’t suddenly change to 20 inches.

Vova: Right, and sometimes sellers might already know this, but occasionally, we overlook it. 

Hidden Tip #3: Keep an Eye on Product Dimensions

Take a common scenario — let’s say we have a product with specific dimensions, like 8.6 by 5.16 by 4.6 inches, and everything’s going smoothly. 

The product is selling well, profits are coming in, and margins look good. 

But let’s say that for a couple of weeks, we’re not checking the dimensions, and it goes unnoticed that Amazon has adjusted the length to 10.6 inches. 

This could change the FBA fee category, and suddenly, instead of a $4 fee on each item — like on my grill brush — it jumps to $7.

So, over two weeks, if I sell around a thousand units, this extra cost quickly adds up. 

That’s an additional $3 per unit, which means about $3,000 lost without even realizing it. 

This actually happened to me back in 2018, before tools like TrueOps were common, and I only noticed after a few days.

Joel: Yes, keeping an eye on this is really important. 

When you upload your product's dimension details into our system, our backend automatically tracks any changes Amazon makes to those measurements. 

If Amazon alters the dimensions in a way that increases your fees, our auditors get notified. 

For example, if the dimensions shift to something that results in higher fees, we raise a case with Amazon to correct it back to the original measurements. 

Now, if the change actually lowers the fees, we might leave it as is.

Vova: So, you’ll also make adjustments in our account directly, right? 

That means not only working to recover the extra charges but also setting the product’s dimensions back to what we originally uploaded, if that’s correct?

Joel: The measurements you upload here serve as the main source of truth for your product dimensions. 

What we do is file a case with Amazon, asking them to re-measure the product, so Amazon will update their side to match these original measurements.

Vova: So in the end, Amazon updates, and we get a refund?

Joel: Yes, you’ll receive refunds for any past incorrect fees, plus this also helps avoid future issues with inaccurate measurements. 

This way, everything stays in line with the correct dimensions.

Vova: Understood. And I also noticed specific categories here like dangerous goods, apparel, lithium-ion batteries, and TVs. 

Do these require particular attention due to specific issues with packaging or handling?

Joel: Yes, Amazon can make mistakes, and if there is a chance for confusion, they might change your product classification incorrectly. 

If your product is not classified as a dangerous good, we keep an eye on things to ensure they do not mistakenly label it as such. 

There are various classifications that can affect your fulfillment fees. 

For instance, products in the apparel category have different fees than those for batteries. 

Any of these attributes could unexpectedly change at any time.

I would not be surprised if they accidentally classified your brush as a TV. 

It is entirely possible. 

I have even seen instances where a lost shipment was reported as having a negative count of 150 units, and Amazon confirmed that it was counted. 

If they can make that sort of error, then they could just as easily misclassify a brush as a TV. 

That is why we keep monitoring these changes closely. 

When we notice any discrepancies, we take action by filing cases with Amazon.

Vova: What would you recommend for sellers? 

Should we log in to TrueOps every day? 

Should we watch for those emails? 

How should we approach this situation?

Joel: From the seller's point of view, you will receive emails if any action is needed on your part. 

This means you could choose to rely on those emails for updates. 

However, if you prefer to be more proactive, you can log in to our software and check the lost inbound section regularly. 

That said, we will notify you if there is anything important you need to address.

If you are a private label seller and you usually ship through Amazon's partnered carriers, you will not have to interact much with the system. 

Relevant Read: How To Start Selling On Amazon (Private Label Model Explained Step By Step)

In most cases, when you use Amazon's partnered carrier, you do not need to provide proof of delivery. 

For private label sellers, you typically have packing slips, which you might be able to set up for automatic signing. 

This way, the process can become completely hands-off, making it easier for you to manage your business without needing to be involved in every detail.

Vova: I understand. 

Thank you for explaining. 

So, that covers the part about fees, right? 

I think we have fully addressed it.

Settings Tab

Joel: Yes, we can now move on to the settings section. 

Here, you have the option to add different contacts. 

These contacts will be the ones who receive communication regarding any necessary documentation. 

We use Stripe for billing, which is straightforward and not very complex.

In the claim settings, you can set up delays. 

This means that after a shipment becomes eligible for investigation, we can choose to wait a specific number of days before we file the case. 

This is useful because it gives us time to gather any needed information.

User Management

Joel: Additionally, in this settings area, you can add users from your company who should be notified if any documents are required. 

These users will also have the ability to log in and make changes if necessary. 

That covers everything in the settings area.

Billing and Payment Timing

Vova: Joel, when it comes to billing, when do we make our payment? 

Let’s say we received a reimbursement. 

We connect a credit card, and we pay through Stripe, right?

Joel: Right!

Vova: Okay! Now, if we have received $1,000 back for various discrepancies and, for instance, another $2,000 for the first $1,000, sellers can actually get that first $1,000 for free as a trial (thanks to my affiliate offer 😉). 

TrueOps (First $1000 in Reimbursements and Refunds with 0 Commission + Free Audit)

However, for the second part, we do have to pay you a fee so you can keep your business running, which seems fair. 

So, when do we actually pay you for that?

Joel: We only take a commission after you have won the reimbursement and it is credited to your account. 

The payment is charged on a monthly basis. 

This means you will be charged for the commissions earned in that month every 30 days.

Vova: First, we receive the money in our account. 

This payment comes from Amazon. 

I often think of it as a salary from Amazon, and we typically receive it every two weeks. 

Some sellers may have daily payouts, but I don’t have that type of account. 

Regardless, we do get paid. 

Once we receive our payment for the month, then your company will automatically bill us. 

For example, if you manage to reimburse us $2,000, that is when we will see a charge.

Joel: Let’s consider another scenario. 

Suppose you successfully helped us get back $10,000 after all the necessary credits are accounted for. 

We start with the first $1,000 for free, which is great. 

Then, let’s say you assist us in getting back that full $10,000.

Vova: We receive that amount back from Amazon, and once the $10,000 is in our account, you will bill us $1,000. 

So, in short, we only pay you after we actually have the money in our hands.

Joel: Exactly.

Vova: In the future, if I understand correctly, you mentioned how TrueOps works. 

Let’s say we receive a reimbursement from Amazon, but then Amazon finds the items later. 

They might say something like, “Sorry, we made a mistake and need to take that money back.” 

What happens in this situation with TrueOps? 

How do you manage this issue?

Joel: Whenever Amazon takes back money or reverses reimbursements that we have successfully obtained for you, we will return the commission to you. 

For example, if we help you recover $1,000 and we charge you a 10% commission for our services, that means you pay us $100. 

If Amazon later decides to take that $1,000 back from you, we will refund you the $100 commission you paid. 

We continuously monitor these situations, as I mentioned on the homepage, because they happen frequently.

If you are using a reimbursement service that does not handle reversals, you should reconsider your choice. 

This is crucial because the chances of reversals can be random. 

I have seen cases where reversals amount to tens of thousands of dollars. 

If you are paying a 25% commission on such amounts and the reversal does not receive any credit, either because of policy exclusions or because the company does not handle reversals at all, you could end up paying for something that you never actually received. 

Therefore, it is essential to ensure that the company you are working with provides you with credit for all reversals.

Vova: Joel, thank you for explaining that. It makes sense. 

Reimbursement Time Limit

Vova: But I have another question. 

How long does this last? 

For instance, as you mentioned earlier, if something happens six months from now, is there a limit to when we can claim these reimbursements? 

What if it’s two years from now or even longer? 

Will we still be able to access this service?

Joel: Of course! There is no time limit at all. 

As long as you remain connected to TrueOps, we will continue to get credit for any reimbursements that apply. 

Even if it takes five years for something to come up, we can still help you with that.

Vova: That’s good to know.

Joel: Yes, even if you choose to manage the process yourself later on or take a break from using TrueOps, if you keep your account connected, we can still scan for those reversals. 

We will make sure you receive the credits you are owed.

No-Cost Flexibility

Vova: It’s free to join TrueOps, right? 

For instance, if a seller thinks, “This is great, but I want to take a short break,” are there any charges for pausing their account or leaving? 

Is it easy to join and quit without costs?

Joel: There are absolutely no charges for that. 

In fact, since reversals happen roughly 5% to 10% of the time, if you take a break from using TrueOps for a month, you might actually end up with money coming back to you. 

Some of those reversals may still be processed during your break. 

So, it could result in a credit to your account. 

It is completely free to pause your account, and if there are no reimbursements, there will be no fees at all.

Vova: Great! We have gone through the settings, and it looks like we can manage different users, such as virtual assistants. 

We can also add our credit card information. 

That's basically all there is to the settings. 

Support Tab

Vova: Now, let’s move on to support.

Joel: Yes, the support feature is quite straightforward. 

It allows you to open a window where you can directly communicate with the people who are managing your account.

This means that if you run into any problems, you can get them resolved quickly. 

In fact, our support is faster than any other solutions I know of in the market. 

The reason for this is that our audit team is in-house. 

Unlike some other companies, we do not rely on a customer support system that may be located in North America and requires you to send questions to someone overseas, such as in the Philippines, to get answers.

Instead, with our setup, you communicate directly with the person who is actively working on your account. 

This integration allows for much quicker and more efficient resolution of issues. 

You do not have to deal with multiple layers of communication, which can slow things down. 

Because of this direct contact, you can be sure that your questions are answered promptly and effectively, which makes the entire process smoother for everyone involved.

Vova: So, Joel, I have noticed that some companies use bots for customer support, which can be okay, but I want to know — when we reach out for help with TrueOps, do we talk to a bot, or do we connect with real people who can assist us?

Joel: You will speak directly to a real person. 

Right now, in my time zone, it is early morning, around 6 a.m., so our team is not available yet. 

However, they will be back online in about 30 minutes, during regular business hours, which typically run from around 8 a.m. to 5 p.m. 

When they are available, you can talk to anyone who is actively working on your account.

Vova: That sounds good! 

So, if we have any questions — whether it's something we did not understand or if we need advice on our reimbursements — we can ask for help. 

I can see how that would be really useful. 

For instance, maybe someone is currently dealing with an open case with Amazon and feels confused about the next steps. 

I have been there myself; I used to handle these types of cases on my own, and it often took a lot of time. 

Sometimes I could resolve the issues, but other times I struggled.

Support for Ongoing Cases

Vova: So, if someone is in the middle of a case and they decide to join TrueOps, will your team help them with that ongoing case as well? 

This is just a question that popped into my mind.

Joel: Our system includes a feature called anti-collision detection, but it works only when you request it. 

This means that if you already have a case opened for a specific issue, our system will not interfere with it by default. 

This approach allows sellers to manage their own cases without interference. 

However, if you find yourself stuck in a difficult situation with Amazon and feel like giving up, you can simply start a chat with us. 

Just let us know how challenging the case has been for you, and we will step in to assist you in resolving it.

Vova: That sounds fair enough. 

I want to remind our readers that we have a great offer for TrueOps available on the button below. 

TrueOps (First $1000 in Reimbursements and Refunds with 0 Commission + Free Audit)

 

This includes $1,000 in free reimbursements and a free audit. 

With this audit, you can find out if Amazon owes you any money. 

If it turns out that they do owe you, you can work with the TrueOps team to recover those funds. 

It is important to note that for the first $1,000 they help you reclaim, there is no percentage fee taken from that amount. 

After that, there is a 10% fee on any additional amounts they recover for you.

We have also talked about the support section. 

In this section, there are various articles that can provide helpful information. 

Sometimes, before you even write a message to customer support, you might find that an article already has the answer you need. 

This resource can save you time and effort, and it is great that you offer this feature as well. 

Perks and BackOffice Tabs

Now, we can talk about the perks and the backoffice. 

Some readers might wonder what the backoffice is. 

Essentially, since you are the admin here, the backoffice is a demo account.

It contains more detailed information that regular users will not see.

Joel: Yes, that is correct.

Vova: Could you please explain a bit more about the perks that come with TrueOps?

Joel: Sure! The perks are a special benefit for our clients. 

Since we have a large number of clients, we reach out to various software and service providers to see if they can offer something useful for sellers. 

We ask them if they would be willing to provide discounts or credits for our clients. 

Once you join TrueOps as a client, you will gain access to these perks.

However, we cannot share the specific details of these offers before someone becomes a client, as they are exclusive to our clients only. 

The list of perks is always growing, and we are continually working to expand it. 

Our aim is to create a comprehensive list of benefits that can help our clients save even more money while they work with us. 

This way, our clients can take advantage of these special offers and enjoy additional savings.

Vova: Perfect! Now, we have covered many important parts of TrueOps, such as home, connections, lost inbound settings, FBA fee settings, support options, and the perks you mentioned. 

Because you have a large partnership network, you can offer great deals from those companies to your users. 

This helps everyone save money or get good services, which is a fantastic idea.

Is there anything else, Joel, that I should have asked but didn’t? 

Or is there something we haven't discussed yet in this video? 

I want to remind our readers that they can use the comment section of the video to ask any questions. 

We are always happy to answer them. 

Also, don't forget about the special offer for TrueOps that I shared. 

Below is a button to claim $1,000 in free reimbursements.

TrueOps (First $1000 in Reimbursements and Refunds with 0 Commission + Free Audit)

Noteworthy Success Stories

Vova: Is there anything important we might have overlooked? 

Perhaps you could share some interesting case studies. 

It would be great to hear about your experiences, especially with different types of sellers. 

We have readers who are just starting out, as well as those who are selling five or six figures. 

There are also bigger sellers who are making seven or even eight figures. 

They might be curious to know if you have assisted both smaller and larger sellers. 

If you can share some memorable results or stories that come to mind, that would be really interesting for our audience.

Joel: Absolutely, let me share an example. 

Recently, we conducted a free audit for a seller who was operating in the $30 million range. 

This seller was already using three different auditing services and even had their own in-house process for managing cases. 

Despite all that, we managed to find over a million dollars that they were owed.

During our audit, we also discovered a lot of issues related to mismanagement. 

Many sellers make the mistake of submitting requests to Amazon repeatedly without proper communication. 

It is important to remember that Amazon is a company that needs to be approached thoughtfully. 

For instance, sometimes Amazon might say they want to resolve an issue over the phone. 

If a seller responds in a confrontational way, like demanding their money back without engaging constructively, it can lead to deadlock. 

This kind of response is not helpful and can prevent cases from moving forward.

I have seen cases where Amazon states that their policies do not allow them to assist further because the case management has become too complicated. 

In such situations, an auditor from one of the traditional companies might keep trying to resolve the issue for years with no success. 

This kind of mismanagement is common and highlights the importance of smart case management.

We focus a lot on communicating effectively with Amazon representatives and understanding when a case has reached a deadlock. 

Knowing when to escalate an issue through a phone call or chat is crucial, especially since many Amazon representatives often find themselves confused about certain issues. 

In fact, they tend to be confused more often than not.

What has been missing in this process is the professional human touch. 

For too long, many companies have outsourced case management to individuals who are paid very little and may not fully understand the complexities involved. 

In contrast, we have a small team of in-house auditors who actively think about the issues while they work. 

They engage directly with Amazon, which can lead to better outcomes for sellers.

From the perspective of a large seller, this approach has proven effective. 

Supporting All Claim Sizes

Joel: However, I also want to highlight how we treat smaller sellers. 

Recently, someone asked me whether we handle all types of cases or focus only on the higher-value claims. 

This is an important question, especially since we often notice a pattern when accounts come to us. 

It seems that many sellers have raised all their claims for larger amounts, like $10,000, but they might have only a few small claims left, such as a dozen cases worth $12 each. 

It is essential to understand that every case, regardless of its size, can add up to a significant amount.

We do pursue every case, no matter how small it is. 

One seller expressed doubt about whether their account would be profitable enough for our services. 

I reassured them that we work with all kinds of sellers, even those selling seed packets at just $5 each. 

In these instances, when we successfully fight for their claims, we may only recover 50 cents per case. 

However, that is perfectly acceptable for us. 

Each seller contributes to our reputation, and their satisfaction can lead to referrals to other sellers, who might have larger claims.

Take, for example, the seed seller. 

We help them recover around $20,000 a month, but this total comes from thousands of $5 shipments. 

While I would certainly prefer to deal with one single case of $20,000, we are committed to pursuing all claims because every bit counts. 

This approach also sets us apart from other companies.

I had a conversation with a seller who initially only managed about $100,000 in annual sales. 

They started working with us on a trial basis, but soon after, they decided to onboard their other 70 accounts. 

Together, these accounts are likely worth over $100 million. 

We treat every seller as if they are important to us, and this strategy has proven successful.

Our primary method of growth is through word of mouth. 

We don’t spend huge amounts on advertising, like sponsoring yacht tours or paying influencers tens of thousands of dollars. 

Instead, we pass all savings directly to the sellers. 

This means we need to provide excellent service to every single seller so they will talk positively about us. 

So far, this strategy has worked very well. 

In fact, over 50% of our growth comes from word of mouth (WOM) referrals. 

Therefore, we plan to continue focusing on this path.

Vova: It's great to hear about the case studies and the values your company stands for. 

I really appreciate the spirit of your company and how you help sellers of all sizes. 

Even a seller making $100,000 a year is doing quite well, in my opinion. 

Who knows, in just a few years, they might grow tenfold and even bring along a few friends to join them. 

It’s clear that your approach of genuinely helping every client, no matter how challenging the situation might be, is a smart way to build business relationships.

I mean, even with products like seeds that might seem cheaper, there's still a lot of work involved. 

It sounds like you manage to handle everything well, and in the long run, this kind of dedication leads to more referrals and a stronger business. 

That is a fantastic strategy for sustainability.

Hidden Tip #4: Seek Second Opinions

Vova: Now, I had a question in mind. 

Is there anything else you would like to share about TrueOps?

Perhaps something you recommend for sellers dealing with reimbursements? 

Feel free to share whatever comes to mind because it’s always good to hear more insights!

Joel: I believe it is always a good idea to get a second opinion.

I have seen many situations where someone claims, "I have the best virtual assistant in the world." 

They trust that person completely with everything. 

Then, they sign up for a free audit with us that only takes three minutes. 

It's a quick way to get some peace of mind. 

If the audit shows everything is running smoothly, that is fantastic news.

However, deadlines are important. 

For example, the October 23rd deadline might have passed by the time you read this. 

With deadlines constantly coming up, it is essential to keep this area well monitored. 

Recently, we worked with an account where the owner said, "My virtual assistant handles everything in-house." 

But after we performed a free audit, they discovered they had missed out on $120,000 due to missed shipments.

While it is one thing to raise a case for every opportunity, you also need to check if Amazon is reimbursing you correctly for your products. 

Are they giving you back the right value for your units? 

Are they reimbursing you for all your units? 

If you raise a case, Amazon might say, "Oh, these 10 units are actually from a different shipment." 

If you do not thoroughly check each response from Amazon, you might miss this important detail.

This situation really happens. 

For example, Amazon could say you lost 10 units today, but those units were part of a shipment that arrived a year ago.

They may be referring to an overage from that older shipment. 

You see, it is quite complicated, and you have to pay close attention.

I have come to realize that it is nearly impossible for a person to respond to Amazon promptly, within five days, every single time. 

At the same time, they must review all the reimbursements they receive across various categories. 

They must also ensure Amazon is not giving them incorrect resolutions. 

This is challenging for any in-house team, especially when the business grows.

If you have enough resources, it might make sense to have an initial check done in-house. 

However, it does not make sense to operate without getting a second opinion. 

This second opinion can be from another team within your company or an external auditor. 

There are many things that could go wrong, such as your team not getting credit for all of your returns, going after claims that Amazon was already set to handle, or mismanaging cases that could potentially put your account at risk.

These issues can be difficult to catch until a professional reviews your account. 

In this field, I believe we are among the first to approach these tasks with the seriousness and attention they deserve. 

As a Certified Public Accountant (CPA) with experience in the auditing industry, I know how important it is to handle these matters professionally.

The idea that you can take just 1% to 2% of your revenue and rely on a group of people overseas while hoping for the best is not a solid plan anymore. 

It is crucial to do things correctly. 

Whether you are a small seller or a larger one, everyone deserves proper support and guidance in handling these situations. 

It's about ensuring you receive the reimbursement you deserve while protecting your account.

Team Size and Structure

Vova: In TrueOps, if I understand correctly, can you share how many people are on your team? 

Is this information public? If not, that’s perfectly fine.

Joel: Yes, I can share that. 

Right now, we have about 27 people on our team, combining both part-time and full-time staff. 

Many of them are auditors, while a significant portion are developers who assist us in creating our software. 

We serve a client base that amounts to over 3.6 billion.

If we were to do everything the traditional way, we would likely need hundreds of auditors to manage that workload. 

We do not automate claims; each claim is initiated by a person. 

However, we have a lot of behind-the-scenes work that technology helps streamline. 

For instance, when Amazon sends a response to a claim, our software can suggest what to say back. 

This makes it easier for our auditors to provide high-quality service because the technology supports them in their tasks.

Built-In Best Practices

One thing I have noticed with other providers is that the effectiveness of an account often depends on the account manager. 

If you have a good account manager, the account tends to be well organized. 

If not, it can become messy. 

To tackle this, we incorporate business intelligence into our application. 

This way, every user can perform at the same level as our top auditors. 

We embed best practices into our system, so instead of relying solely on an individual’s experience, we utilize the best approaches we’ve learned from managing our 1,600 clients.

For example, when deciding whether to escalate a case with Amazon, our system provides guidance based on what has worked best in the past. 

Our customer support team is very attentive to any potential opportunities. 

If a small seller reaches out and says, "I think Amazon made a mistake on my account," we take that seriously.

Maybe Amazon incorrectly labeled a product as expired, even though it is not a perishable item. 

That situation is a significant issue that could cost sellers money. 

We incorporate these insights into our audit process, which helps save money for all our clients.

This is essentially how we operate.

Vova: Thank you for sharing that information. 

It really helped clarify a few things for me. 

You have many clients, yet you still follow Amazon's rules, which I think is very important. 

As I mentioned before, you need to manually submit those cases, right?

Once you receive a response, you benefit from the combined knowledge of all your clients, which amounts to over three billion in revenue on Amazon. 

I am not entirely sure how it works, but your technology seems to connect all this data. 

You can see patterns or trends that may apply to specific categories or types of sellers. 

With this information, you are able to draw helpful conclusions.

For new sellers who join your service, this growing pool of data can help them navigate the reimbursement process more clearly. 

You can assist them in getting back as much money as possible. 

It is all quite fascinating, and I appreciate you taking the time to explain that. 

It makes a lot of sense.

Joel: We are in complete agreement with Amazon. 

Our app is approved and listed on their App Store, which shows that we follow the rules. 

We are not acting like Robin Hood, trying to break the terms of service or find ways to get money from Amazon in the wrong manner. 

In fact, we have regular meetings with Amazon every week to improve our processes. 

This includes how we raise cases on behalf of our clients.

When you upload any document to TrueOps, it goes through a validation process by our team. 

For example, if you upload an invoice or proof of delivery, we ensure that it meets the required standards. 

Let me share an interesting story. 

One of the funniest proofs of delivery we received was just a photo of a delivery truck. 

The funny part is that it was a picture of an Amazon delivery truck, but the delivery was made through FedEx, not Amazon itself. 

This obviously does not qualify as proper proof of delivery, so we will not send that to Amazon.

If you happen to use a virtual assistant (VA) for your business, this service adds an extra layer of protection. 

If your VA thinks that a picture of a truck is acceptable proof of delivery, we will return it to them. 

We will explain why it does not qualify and provide guidance on what an actual proof of delivery looks like. 

This process helps protect your account health, which is very important.

Many sellers may not take this issue seriously, but Amazon has strict rules regarding submissions. 

They require that all documents are thoroughly researched and align with their policies before you send anything. 

If you submit cases without care, like sending random screenshots from Seller Central or photos of trucks, you risk getting warnings about your account health. 

This could lead to limitations on your account, affecting the quality of service you receive when you need help with reimbursements.

That is why we place great importance on validating every document before it is submitted to Amazon. 

It takes a lot of time and effort to ensure that everything is correct, but we believe this is crucial. 

Ultimately, our success depends on our clients' success.

Vova: Thanks for sharing those insights and thoughts, Joel. They are quite interesting.

A Quick Recap

I want to remind our viewers and listeners that we have a special offer for TrueOps.

You can receive up to $1,000 in free reimbursements along with a free audit.

You can find the details linked below, so be sure to check it out.

TrueOps (First $1000 in Reimbursements and Refunds with 0 Commission + Free Audit)

 

Joel mentioned that there might be some money that Amazon owes you. 

We talked about different cases today, some of which can be quite large — up to a million dollars. 

However, there are also smaller cases that you might not even think about. 

For example, if there are just a few missing units worth $20, you can still get that money back.

If TrueOps helps you recover $20, they take 10% of that amount, which would be just $2 for their service. 

This seems reasonable to me, especially since you get to keep the remaining $18. 

You could use that money to enjoy a nice cup of coffee or maybe two at a café. 

Alternatively, you might decide to reinvest that money back into your business to purchase more units.

It’s really up to you how you want to use that money. 

You can mix both options — enjoying a nice drink while also putting some money back into your business.

For larger reimbursements, like the million-dollar example, the situation changes a lot.

Joel: That is a lot of coffee!

Vova: Yes, indeed! 

That amount could provide a lifetime supply of coffee for you and your entire family, maybe even for future generations!

Thank you again for your insights, Joel. 

I guess we've shared everything we wanted to share.

Joel: That’s great. 

I want to close by mentioning that the amount of money you can expect to get back varies quite a bit. 

On average, it might be around 0.5% to 3% of your revenue. 

However, we have had clients who managed to recover as much as 25% of their revenue through refunds. 

This usually happens because of mistakes, so it is definitely wise to take a moment to double-check your accounts.

Vova: Yes, especially considering the changes that have taken place as of October 23rd. 

For those of you who are still with us, I appreciate your company! 

If you enjoy the article, please give its video a thumbs up. 

If you do not like it, feel free to dislike it and let us know why. 

That feedback is very helpful.

Now, let’s talk about the free audit. 

You can go back 18 months to see if you can recover any money. 

However, after October 23rd, this window has changed significantly. 

Now, you can only look back for 2 months to find discrepancies. 

This change is substantial. 

There could be small amounts or even larger sums of money that you may have lost.

After October 23rd, if you want to recover funds, it is important to act quickly. 

I will make sure to release this video as soon as possible to help sellers understand this update. 

But even if you are watching this after October 23rd, you should still take action. 

You can always pursue reimbursements. 

However, now is the ideal time to act because the options have become much more limited.

Joel: Yes, the opportunity to claim reimbursements is shrinking. 

This makes me think of something special about TrueOps. 

We can actually help you go all the way back to when you first started your account for some types of claims. 

That is pretty interesting. 

I was talking with one seller who said they handled everything in-house quite well. 

I just asked them, "But have you been doing it perfectly for 10 years?" 

It is certainly a good thing to check.

Vova: It seems that some claims are still available to file. 

To be honest, this is new information for me. 

We opened our account back in 2016, and I had no idea that there could be claims that are still valid today.

Joel: That’s correct.

Vova: That’s really interesting! 

Vendor Central Support

Vova: I have another question on my mind. 

Do you handle Vendor Central accounts as well?

Joel: Yes, we do! 

We are starting our service for Vendor Central accounts at a launch pricing of 5%. 

While we don’t have a polished dashboard or a fully developed onboarding process just yet, we have some of the best auditors in the industry working to improve our methods. 

Right now, we are already serving a good number of Vendor Central accounts.

As we continue to develop this service, we expect it to grow quickly, and we will have a better dashboard and other features soon. 

Our approach will be refreshing for the Vendor Central community because the current pricing has been quite high, and the policies have not always been friendly to sellers. 

For example, they do not recognize reversals, and they do not allow for delays or a combined process with in-house and external claims.

We aim to bring in seller-friendly policies and provide really good rates. 

We are excited to assist many first-party (1P) sellers as we develop this service. 

If anyone is interested in taking part, we currently have that 5% launch pricing available.

Vova: That is a really good offer, my friend.

I have a question about how the link works. 

Is the onboarding process different for first-party sellers compared to third-party sellers? Or is it similar for both?

Joel: The onboarding for first-party sellers will be done mainly through email. 

If you are a first-party seller, you can simply click on the “Contact Us” link. 

You will need to provide your name and estimated revenue, and then reach out to us. 

The onboarding process should be quick because getting permissions for Vendor Central is a bit easier. 

We will provide you with an email to add those permissions, and then you will be set up in the system. 

If you are interested in our first-party service, that is the best way to go.

Vova: I will make sure to include that information in the article, right near the main link for third-party sellers. 

Also, if you are a first-party seller reading this blog, please mention my name, Vova Even, when you contact TrueOps. 

This will help show that this video has made an impact. 

If you decide to work with them, I will receive a small commission for the referral, which I appreciate. 

I do not charge for these videos; I just want to connect companies with sellers and provide the best solutions available. 

I would be grateful if you could do that.

It is exciting to see people grow and succeed. 

I learn a lot from these discussions. 

For example, I didn’t know that we could go back further than 18 months to file claims. 

I always thought that was the maximum period for eligible claims. 

I appreciate you sharing that information; it applies to only certain types of claims, which is really interesting.

Thank you very much, Joel. 

This was a fascinating conversation. 

I hope your company continues to grow and succeed.

Joel: Thank you so much for having me here, Vova. 

I really appreciate it!

_________________________

Conclusion

In closing, this discussion has been really enlightening. 

We explored some interesting topics about the claims process and how it works for both first-party and third-party sellers. 

I also welcome you to get a free Amazon account audit + $1000 in free reimbursements from TrueOps.

And the TrueOps referral code is: Vova

It's great to know that there are new options available, especially for those who might think they have missed their chance to recover funds.

Remember, if you’re a first-party seller, take advantage of the easy onboarding process by reaching out and mentioning my name. 

It’s a straightforward way to get the help you need while also supporting the channel. 

I hope everyone found this information helpful, and I encourage you to check out the links below for more details. 

Thank you for joining us today, and I look forward to bringing you more insights in the future!