Manage returns
To ensure a consistent experience for buyers, you must match or exceed Amazon's return policies.
Return process
Step 1: Return authorization
To ensure operational efficiency and a consistent customer experience, Amazon will automatically authorize all return requests that fall within the scope of Amazon’s Return Policy. You can identify automatically authorized return requests via the ‘Auto-authorised’ flag on the Manage Returns page (Orders > Manage Returns) in Seller Central.
Any return requests that don’t meet Amazon’s Return Policy will not receive an automated return authorization. Also note that several categories and subcategories are exempt from automated return authorizations and that return requests of such items will be sent to you for manual review. This includes:
- Handmade
- Amazon Custom
- Hazardous goods
- Sexual Wellness
- Professional Medical Supplies and Professional Dental Supplies
- Grocery and Wine
- Video, Video Games, Software, and DVD
- 'Flowers & Bouquets' and 'Fresh Cut Flowers'
- Hygienic items from product categories Baby, Beauty, Health & Personal Care, and Personal Care Appliances
Make sure that you respond to return requests, which require manual review, within 24 hours. For more information on how to manually review and process such return requests, go to Process return requests.
To monitor returns, navigate the tabs on the Manage Returns page or download a Return Report(Orders > Manage Returns > View reports). Additionally, Amazon will send you an email when a buyer creates a return request.
Step 2: Return shipping labels
When a return request is approved, Amazon sends the buyer a return shipping label with your return address. By default, this return label is not prepaid and requires the buyer to add postage. However, you can also provide the buyer a pre-paid return label For more information on uploading custom labels, see Upload a pre-paid return label and Pre-paid return label requirements.
As return labels will show your return address, make sure that it is up to date. To update your default return address, navigate to the Return Address Settings as described on the Set your default return address page. Note that if no domestic return address is available in your Return Address Settings, the return shipping label will show your business address.
Step 3: Issuing a refund
You must issue a refund to the buyer within two business days of receiving a return.
For more information on how to refund orders, go to Refund orders. We encourage you to wait until you receive a returned item before issuing a refund so that you can evaluate its condition. If you would like to issue a concession in addition to or instead of refunding order amounts, go to Issuing concessions.
International returns
If you are located outside the country you are selling in, you must do one of the following:
- Provide buyers with a merchant pre-paid return label, where you are responsible for the return shipping cost. This cannot be deducted from the buyer’s refund, or
- Offer a refund without requesting return. To reduce manual effort you can automate Returnless Refunds. For more details, go to Returnless refunds, or
- Provide buyers with a Italian return address for sales on Amazon.it. If you want to provide a Italian return address but are located outside of Italian, an international returns provider from theSolution Provider Networkmay be able to help.
Fulfillment by Amazon (FBA) orders
Amazon manages returns and refunds of orders shipped through FBA. To learn how Amazon manages FBA returns, go to Customer Returns for Orders Fulfilled by Amazon.
