are shipped from Amazon.com, even including Amazon Warehouses, can be returned
within 30 days in most cases. However,
a few items have distinctive requirements or policies associated with them.
Amazon Return Process
If you are
a professional seller, Amazon
authorizes the returns automatically, given that they fall within their return
Amazon will only send a return request to you if it happens to be outside the policy or maybe, exempt from a prepaid return.
In order to process a return request, here’s
what you have to do:
Go to the page Manage Returns where you can analyze, authorize, and decline the request.
You can even access the Manage
Returns page by clicking on the drop-down menu called Orders.
approve the return request from a buyer, Amazon sends a return label to the buyer
with an address.
Note: By default, a return label isn’t prepaid.
But you can
upload any custom prepaid return label, given that you pay for the return
Amazon Refunds: How Are They Issued?
buyer returns your product, the refund that he/she receives depends on three
Condition in which the item is
How long has the customer had the
product with him or her?
How was the item purchased?
returning a product, a buyer can choose his or her preferred refund method by
navigating to the Online Returns Center page.
If the buyer chooses to receive a refund after the item has been shipped to the seller, it might take an extra 3-5 business days to process the return followed by the issue of refund.
Refund Time (as soon as the refund has been processed)
3 to 5 business days
Max. 10 business days
Max. 10 business days
Amazon gift card
Gift card balance
No issue of refund
Amazon gift card & credit card
Reference the above fields for time details
Gift Card Balance or perhaps, both
Prepaid credit card
Duration depends on the issuer, which could take a maximum of 30 days
Prepaid credit card
Max. 5 business days
Reward point balance
Note: If Amazon refunds the buyer on a prepaid card
and he/she no longer holds the physical card, it is still stored within his/her
account. This can be used for future purchases on the same account.
the order was placed via Amazon Currency converter, then note that the refund
will be issued through local currency and calculated with the same rate which
was there when customer placed the order.
How To Process A Return Request?
As a seller, you can take different actions on
a return request with the help of Manage
Returns, which include:
Authorize the request
Close the request
Issue a refund
Contact the buyer
1. Authorize the request
An individual seller who opts for a manual
authorization and a professional seller
who receives an out-of-policy request has an option to review a request manually.
In order to do this, follow the steps listed below:
Step 1: Login to your seller central account and
select Orders > Manage returns.
Step 2: For authorizing a single-return request,
choose the request that you wish to review.
Step 3: Upon doing step #2, you will be prompted to
use the RMA (Return Merchandise Authorization) number, which is generated by Amazon
or you will have to enter a custom RMA number. A buyer will see this RMA number
on his or her return authorization slip, just under the return label.
Note that you
will have an option to use an unpaid return label (generated by Amazon), or
upload your own prepaid return label. If the label is Amazon-generated, your
return address will be generated automatically on the label.
modify your address, follow this:
Go to Account Info and choose Return
return is under a manual authorization, you will be asked to select a return
address. You can either use one of your saved addresses for returns or add a
Step 4: To authorize various return requests simultaneously,
choose the request that you would want to review. Next, from the page – Manage Returns – select Authorize all selected returns that you
see in the dropdown menu.
In order to
receive a return request email with a valid link to close, reply, or authorize,
you can easily configure by choosing Settings
> Return Settings and then, selecting the associated checkbox.
An individual seller & professional seller who receives an
out-of-policy request also has the choice to authorize the return request automatically.
In such a circumstance, Amazon issues the buyer with an unpaid label.
A professional seller with SKUs exempted
from the prepaid program has the choice to either authorize the return request
automatically or perform a manual review.
2. Close the request
You can close
a return request right away if you:
Plan to provide a refund without asking
for the item’s return
Decide not to accept the return (for
instance, if the return request is outside the Amazon policies)
appropriate reason to close the return request and give explanations to the customer.
Once the return request is closed, Amazon sends the customer the message you
have sent along with a closure reason.
other hand, a buyer can also close a return request. In that case, you (seller)
will get an email notifying about it.
3. Issue a refund
can be issued:
After the item has been returned
If you are letting the buyer keep your
you want your product back from the buyer, Amazon encourages you to wait until
you get it and then, issue a refund.
Once you get
your product back, Amazon expects you to process the refund within 48 hours. But
if you don’t process the refund within this duration, Amazon has the liberty to
refund the specific amount to the buyer and charge the same from your seller
prevent a negative experience from the buyer, monitor your refund actively and
make sure that the customer receives it on time.
4. Contact the buyer
You can send an email to the buyer anytime and discuss the issue. Rather than managing the return and issuing a refund, it is always a good idea to resolve the issue.
If a buyer places an order from a seller who fulfills as well as ships from his/her own inventory (otherwise known as an individual or third-party seller), the return will be sent to the respective seller rather than Amazon.com.
individual sellers offer their return policies much similar to Amazon.com’s, a
few policies might vary. Hence, a buyer should always check for the individual
seller’s return policies before making a purchase.
A third-party seller should provide any of
A valid return address within the
A proper pre-paid return label
A full refund without requesting for
the product to be returned
If an individual seller fails to offer any of
these three methods, the buyer has complete freedom to file an A-Z Guarantee
Claim in order to seek assistance with your return.
If a buyer sends the item (worth $100 or more) within the U.S., it is important that he/she insures the consignment and further, ship it with the signature of the shipping service.
other hand, an item that is work $35 or more should be returned to the seller
along with a trackable link from the shipping service. Items that are below
$35, Amazon suggests buyers to use USPS delivery service.
How to respond to an A-Z Guarantee Claim once
it is notified to you?
determines that if it requires further details while investigating a claim, it sends you an email, which you should
respond within 3 calendar days.
But if you
fail to respond to this claim notification within 3 calendar days, it grants
the claim in customer’s favor and debits the claim amount from your account.
to the claim notification, here’s what you have to do:
Step 2: on
the tab named Action Required,
search for the appropriate claim and click Respond
Step 3: In the
given text box, drop your comments and include proper details that could help
amazon be aware of the whole claim situation.
Step 4: Once
you complete the steps given above, click on the submit button.
Amazon encourages you to check your emails often and respond to take proper action to claims if required. Remember that this also plays a key role in your ODR (Order Defect Rate).
Amazon Return Process: FBA Seller
seller must act immediately once a return request is placed to his/her account.
If Amazon regards the items returned to be “unfulfillable,” it could cost you extra
Note down these 3 possibilities:
If the item
was sold via Amazon.com, and Amazon determines that the item returned is still
under sellable condition, then it
will be placed back to the inventory automatically and will be designated as
“Fulfillable” once again.
credits your account with a part of the referral fee, and if applicable, it
also pays the Variable Closing Fees associated
with the item.
determines that the item to be in damaged
&non-sellable condition, and
ittakes complete responsibility for the damage, then the item will
not be added back to your inventory.
In this case, amazon credits your selling account with:
Item’s selling price + Part of the
referral fees + Applicable taxes
this, it also credits the Variable
Closing Fees if applicable.
If Amazon determines that the item is in damaged &non-sellable condition, and it doesn’t take responsibility, then the item will be added to your inventory but will be designated as “Unfulfillable.”
In this case, amazon credits your selling account with:
All or a part of the referral fee + Variable
closing fee (if applicable)
In order to
have the item returned to you, you can create a removal order.
A removal fee is charged for every item that is being removed. Usually, a removal order is fulfilled within 14 business days. However, in certain cases, it might take up to 30 days, especially during holiday seasons.
Item is over-sized
Item size is standard
Here is the table explaining you the fulfillment fee for every unit. It includes order packing, pick-up, customer service, shipping, and product returns.
Items that are of Standard Size
Small (10 oz. or lesser)
Small (10+ - 16 oz.)
Large (10 oz. or lesser)
Large (10+ - 16 oz.)
Large (1-2 lb.)
Large (2-3 lb.)
Large (3-21 lb.)
$5.26 + additional $0.38 per lb. after initial 3 lb.
Items that are over-sized
Small and yet over-size (about 71 lb. or lesser)
$8.26 + extra $0.38 for every lb after the first 2 lb.
Medium and yet over-size (about 151 lb. or lesser)
$9.79 + extra $0.39 for every lb after the first 2 lb.
Large and yet over-size (about 151 lb. or lesser)
$75.78 + extra $0.79 for every lb after the first 90 lb.
$137.32 + extra $0.91for every lb after the first 90 lb.
What Do To Before Issuing A Refund?
When a buyer
requests for a refund, there are three things Amazon advises you to do prior
processing the refund:
Once you authorize the return
request, wait until you receive the shipment from the buyer before issuing
a refund. You can
even let the buyer keep or discard the product even if you issue a refund.
However, this is your choice.
If the buyer gives you the product damaged, or perhaps, in a condition,
which is different from what you sent initially, you have the choice to process
a “partial refund.”
Now, if you choose to go with a partial refund, it is important to inform about
the same to the buyer in prior to avoid further misunderstandings.
If you have listed and described about the item correctly, and yet the
buyer just doesn’t want it any more, you can choose to refund the actual price
and not the shipping cost. This is an advantage for sellers.
How To Protect From Amazon Return
In order to
defend yourself from buyers with bad or shady intentions, a few sellers take
videos or photos of themselves, especially while expensive products before shipping.
This serves as an evidence to prove that they shipped the product properly if a
buyer claims that he/she hasn’t received the order.
these safeguards take some more time of your existing heavy workload. However,
these protections can help you save money as well as keep your name intact even
if a buyer tries to scam you.
these, here are some more safety measures to take in order to avoid further run-ins
Make sure that you get signature on all the packages that you send
Amazon also advises every third-party seller to
keep the following things in mind to protect themselves from shady buyers.
1. Answer to customers’ emails
Amazon stresses the buyer to work and solve the issues with the buyer, there
are times when a few claims happen to be against top-performing sellers. This
mainly has to do with sellers failing to reply to the customers’ messages inn a
given timeframe. Hence, as a seller, make sure that you respond to your
customers on time.
2. Proactive refunding
can avoid the claim if he or she investigates about the return promptly with
the buyer. If the reason is found to be appropriate, the refund can be avoided.
Whenever an issue is handles this way, a buyer is less likely to file a claim against
3. Conscientious shipping
shipment methods, signature-required approach, and careful packaging can do a great deed in preventing
claims for non-receipt and damaged items. The need to provide a valid tracking
number for 95% of the shipments within the United States and shipping only to
addresses that Amazon provides will help in limiting your liability.
4. Accurate product images and descriptions
Giving correct images and description of a product eliminates misunderstandings and unwanted issues of what a buyer is literally expecting to get. Make sure that all your offers match with the right ASINs. It is not appropriate to list the product against some other edition and explain it within the product description. If a product listing is published incorrectly, the seller will be completely responsible for the claim.
eliminates misunderstandings and unwanted issues of what a buyer is literally expecting to get. Make sure that all your offers match with the right ASINs. It is not appropriate to list the product against some other edition and explain it within the product description. If a product listing is published incorrectly, the seller will be completely responsible for the claim.
5. Keep the buyers informed
Amazon handles order & shipping notifications, it is still important to
work with the buyers directly to resolve their issues and questions about the
6. Cancel any out-of-stock order promptly
If an item
goes out-of-stock, it is your responsibility as a seller to e-mail about it to
the buyer so that they don’t expect for a package. Also, cancel the order if
you haven’t done so.
with an Amazon Return becomes easier
if you take the precautions mentioned above seriously, especially before
How To Refund Tax?
be times when you just want to refund the tax amount to the buyer. In such
cases, it is first important to check if he or she qualifies for a tax exempt
status. If yes, then the buyer can ask a tax refund.
requests for the tax refunds directly from the seller (which is you). To
process the tax refund, here’s what you have to do:
Go to Manage Orders and look for the order you want to issue the tax
On the Order Details page, click the option Refund Order.
On the top side of the Refund order page, select Refund taxonly.
Choose Order from an unincorporated area or Tax exempt buyer.
If you choose Order from an unincorporated area, you will have to select the
jurisdiction, which you will refund.
If you choose Tax exempt buyer, you will have to select an exemption reason.
Click on the Submit refund button.
reasons, if you are not able to refund the tax, check if the order was done
through FBA or dispatched to a place where Amazon manages tax collection, tax
calculation, refunds, and remittance.
From the Manage Orders page, check your Fulfillment method. It should either
be “Merchant” or “Amazon.”
On the Manage Orders page, see if there’s a note beside the tax saying
that the “tax is managed by Merchant” or “tax is managed by Amazon.” For more
details on Marketplace Tax Collection, click this page.
If the fulfillment method says “Amazon”
or the text says that the “tax is managed by Amazon,” you can directly ask the buyer
to contact Amazon Customer Support.
If the fulfillment method says “Merchant”
and the text says that the “tax is managed by Merchant,” you will be
responsible to issue the refund.
The item in its original condition but goes beyond the return window*
80% of the item price
DVDs, CDs, cassette tapes, vinyl records, or VHS tapes, which were opened (from its original plastic wrap)
50% of the item price
The item, which have missing parts, are damaged, not in proper condition, or have signs of use
Maximum 50% of the item price
Video games or open software
0% of the item price
for most products, the return window is only 30 days from the delivery date. To check for an item’s return
window, a buyer can navigate to his/her Orders
page and select Return/Replace Items.
If the item has been fulfilled by a third-party
seller, the buyer can be charged a maximum restocking fee of 20%, even if the product was returned to
the seller in its original condition within the 30-day duration.
Tax on restocking fee might apply to returning
items, which were shipped as well as sold by Amazon.com for all the customers residing
in MD, CT, PA, NV, WV, WI, and VA.
A seller can choose to charge the customer with
a restocking fee only if the following reasons apply:
The customer finds the same item but
on a different website.
The customer decides to change
his/her mind (also known as Buyer’s Remorse).
The customer returns the product
considerably different, impaired, or damaged from what was originally sent.
How To Process Gift Returns?
A gift recipient (one who received the gift) can return the product given to him/her by another buyer even if the order was not marked as a gift at the time of purchase.
A “gift return” appears on the Manage
Returns page. You can process it along with other returns.
The current gift recipient will submit the return via Return a Gift from the Returns Center page on the recipient’s
the gift return, here’s what you can do:
1. Communicate with the receiver who received
the customer’s privacy who purchased the gift, Amazon recommends communicating only
with the receiver who received the gift. In order to communicate with the
receiver, do this:
Go to Manage Returns page.
Click on the button called Contact Gift Recipient button.
Note: A Gift Return can be identified by a Gift badge ( 🎁).
2. Communicate with the BUYER who bought the
reasons, if you think you will have to contact the buyer who actually bought
the gift, do this:
Navigate to the Manage Orders page.
Click on the buyer’s name beside the
Upon doing the above step, the Customer’s E-mail History of both the
buyer and the gift recipient shows up for the corresponding order.
3. Refund the gift return
In order to
refund the gift recipient, navigate to the Manage
Returns page and click on the button called Issue Refund.
Upon doing the
above step, the refund amount will be e-mailed to the recipient as an e-gift card or electronic gift card.
However, if you want to refund the BUYER who purchased the item, navigate to the Manage Orders page and click on the link named Refund Order. But make sure that you are refunding it to the right person.
Potentially Hazardous Returns:
returns are recognized by Amazon to be contained with “potentially
hazardous” materials. Such items
come with a warning denoting that they might be potentially harmful or hazardous.
These type of returns will need a manual authorization from the seller before a
buyer can complete his/her return and send the item back. While
processing a hazardous return, make sure that you receive the item at your
returns facility, and talk with the customer to make sure he/she has
appropriate shipping as well as hazmat labels prior sending the item to you.
Hope the article on return policies for sellers has been helpful in guiding you with the right information. Note that the information given here is sourced from the official Seller Central help pages. Please keep an eye on any kind of policy change because Amazon modifies them regularly.