If you’re selling on Amazon and a seller, you’re in the right place. Amazon’s policy on returns is one that you must be attentive to.
They constantly update their policies, so it’s important to stay aware of what’s happening on Amazon Marketplace. Amazon Marketplace offers a continuous user experience for your customers.
Undoubtedly “Returns” are an integral element of selling, and this is true even for one of the most profitable and largest marketplaces such as Amazon.
In the case of “Amazon Returns,” the blame will be on you, probably because you delivered the wrong item, color, size or SKU.
Additionally, Amazon Returns could also be a result of:
- Stock unavailability
- The buyer is not able to receive the purchase because of delivery problems
In most situations, it’s not your fault of you. But here’s the fact: Amazon still requires sellers to accept returns regardless of whether it’s the Seller’s fault.
Look at the updated Amazon Return Policy for individuals and FBA sellers. How to handle a return request, what the fees for returns are, what the reasons are, and more.
Table of Contents
Amazon Return Policy
The items shipped by Amazon, Even those shipped from Amazon Warehouses, can be returned within 30 days in the majority of instances. However, some products have specific rules or guidelines that apply to the items.
Amazon Return Process
If you’re a professional seller, Amazon will authorize returns automatically. Specialist retailer Amazon authorizes the returns automatically, provided they meet their policy on returns.
Amazon will only send a return form to you if the return is found to violate the terms of the policy or exempt from a return with prepaid shipping.
To handle a Return request, here’s the procedure you must complete:
- Visit Manage Returns. You can access the webpage manage returns on the Manage Returns page, where you can review the request and approve or decline the request.
- You can navigate this Manage Returns page by clicking on the drop-down menu called Orders.
After you have approved the return request made by the customer, Amazon sends a return label to the buyer along with an address.
Note that by default, a return label isn’t paid for.
You can also upload a personalized return label that is prepaid in exchange for paying for return shipping.
Amazon Refunds How Do They Get Issued?
If a purchaser returns your item, the amount of refund that will be given to the customer is based on three aspects:
- The condition where the item is returned
- What is the length of time that the buyer has been using the product for hime Or her?
- What is the process of purchasing the item?
If a product is returned, the buyer can choose the method of refund by going to the Online Returns Center page.
If the buyer opts to request a refund after the item has been delivered back to the Seller may take an additional 3 to 5 working days for the process to complete. The issue of a refund follows this.
| Payment Method | Refund Time (as soon as the refund has been processed) | Refund Method |
|---|---|---|
| Credit card | 3 to 5 business days | Credit card |
| Credit card | Immediate | Gift card |
| Debit card | Max. 10 business days | Debit card |
| Checking account | Max. 10 business days | Checking account |
| Amazon gift card | Immediate | Gift card balance |
| Promotional certificate | Not applicable | 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 |
| Reward points | Max. 5 business days | Reward point balance |
Note: If Amazon returns the buyer’s money with a prepaid card, but they no longer hold the card in physical form, it’s still stored in the buyer’s account. This can be used for future purchases made on this account.
If, however, the order was made through Amazon’s Currency converter, you should be aware that refunds will be processed using local currency and calculated using the same rate at the time the customer made the order.
How do I process a Return Request?
As a seller, You can perform different actions when you receive returns requests by using Manage Returns. It includes:
- Authorize the request
- Close the request
- Issue a refund
- Contact the buyer
- Authorize the request
An individual buyer who chooses to use authorization by hand, and a professional salesperson who receives an out-of-policy request, can manually review the request. To do this, you must follow the steps below:
Step 1: Log in to your central seller account and choose Orders > Manage Returns.
Step 2: To authorize one-time returns, select the request you want to look over.
Step 3: Once you have completed step 2, you will be asked to enter an RMA (Return Merchandise Authorization) number produced by Amazon, or you’ll need to input a unique RMA number. The buyer will find the RMA number on the return authorization slip. It is located beneath the label for return.
It is important to note that you can use the return label that is not paid (generated through Amazon), alternatively uploading your personal return label prepaid. When Amazon has generated the return label, the returns address is created automatically from the label.
To change your address, do this:
- Log into Account Information and select Return Address.
If the returned item is subject to manual authorization, You will be asked to choose an address for return. You can choose to either make use of one of your saved addresses for returns or create an additional address.
Step 4: To authorize several return requests simultaneously, select the return request you’d like to look over. From the next screen, Manage Returns, select the return you wish to authorize that appears within the drop-down menu.
To get a return email with an appropriate link to reply, close or authorize, You can easily set up the return request by selecting the Settings menu > Return Settings and then selecting the appropriate checkbox.
An independent or professional Seller who receives an out-of-policy request may also decide to accept the return request on autopilot. In this situation, Amazon issues the buyer with a label that is not paid.
A Professional seller with SKUs exempt from the prepay program can choose to either approve the return request on autopilot or conduct a manual review.
Close the request
You can end the return request right away if you:
- It is planned to issue the item’s refund without asking for the item’s return.
- You can decide not to take the returned item back (for instance, that the return request isn’t by Amazon policy)
Select the most appropriate reason to end the return request. Give reasons in writing to customers. After the return request is completed, Amazon sends the customer the message you sent, along with a closing reason.
However, buyers can close a return form. In this case, buyers (sellers) will receive an email informing you of the return request.
Issue a refund
Refunds can be made:
- After the item is returned
- If you give the buyer the right to keep the product, you can let them keep it.
If, however, you wish to get to return your product to the purchaser, Amazon encourages you to hold off until you receive it and then make an exchange.
When you receive your item returned, Amazon expects you to make the refund process within 48 hours. If you do not complete the refund within the specified time frame, Amazon has the liberty to pay the exact amount to the buyer and then charge the amount to your account as a seller.
Therefore, to avoid any negative feedback from the purchaser, track your refund carefully and ensure that the buyer receives the refund on time.
Contact the buyer
Contact the buyer anytime to discuss the problem. Instead of handling the return and then distributing a refund, it’s always recommended to address the problem.
Amazon Return Procedure Individual Seller (or non-FBA)
If a buyer makes an order with a seller who can fulfill the order and ships out of their inventory (otherwise referred to by the name of an individual or third-party Seller), The return will be sent to the Seller, not Amazon.
While most sellers offer their return policies similar to Amazon’s, some policies could differ. Therefore, buyers should always verify the sellers return policy before purchasing.
A third-party seller must be able to provide any of these three:
- A valid return address
- A proper prepaid return label
- A full refund is granted without the need that the item be returned
If the Seller cannot provide any of these three options, the buyer is given the exclusive right to file a Guarantee Claim to get assistance with your tax return.
If the buyer is sending an item (worth 100 or greater) to the U.S., the buyer must secure that the item is shipped and delivers it with the signature of the shipping agency.
However, the item of at least $35 in value must be returned to the Seller with a trackable URL from the shipping company. For items priced below $35, Amazon advises customers to utilize the USPS Delivery service.
How do you respond to an “A-Z Guarantee” Claim after it is made known to you?
If Amazon decides it needs additional information while looking into a claim, the company will send you an email, and you must respond within three calendar days.
If you do not respond to this claim notice within 3 calendar days, it approves the claim to the customer and debits the claim amount from your account.
To reply to the claim notice, This is what you need to do to do:
- Step 1: Open the menu Performance and then select the A-Z Guaranty Claims.
- Step 2: On the Action Required tab, type in the correct claim, then Click”Reply” to Amazon.
- Step 3. In the text box, write your remarks and provide the correct details to help Amazon understand the entire claim.
- Step 4: After you have completed the steps above, click”Submit.
Amazon suggests you review your emails frequently and respond on time to take action against claims if needed. Keep in mind that this is an important part of the accuracy of your ODR (Order Defect Ratio).
Amazon Return Procedure FBA Seller
An FBA seller has to act quickly after a return request is sent to the account. If Amazon considers the item returned as “unfulfillable,” it could cost you additional money.
Note these three options:
Possibility 1:
When an item is purchased through Amazon and Amazon finds that the returned item remains in selling condition. It will be returned to the inventory immediately and marked as “Fulfillable” for the second time.
FBA will also credit a portion of the referral fee to your accounts and, if appropriate, also covers the variable closing fees associated with the offer.
Possibility 2.
If Amazon decides the item is damaged and in non-sellable condition and assumes complete responsibility for the damages, the item won’t be returned to your collection.
In this instance, Amazon credit your account for selling with:
The selling price of the item plus A portion of the referral fees + applicable taxes
In addition, it adds in the variable closing fees when applicable.
Possibility 3:
Suppose Amazon finds it is a condition of being damaged and not sellable and doesn’t accept responsibility for it. In that case, the item is added to the inventory but will be classified as “Unfulfillable.”
In this scenario, Amazon will credit your selling account:
A portion or all or all plus a variable closing fee (if appropriate)
To have items returned to your home, request removal.
FBA Removal Order Fee
Removal fees are per item being removed. Most often, a removal request is processed within 14 days. However, sometimes it could take as long as 30 days, particularly during the holiday season.
| Service | Item is over-sized | Item size is standard |
|---|---|---|
| Return | $0.60 | $0.50 |
| Disposal | $0.30 | $0.15 |
FBA Charge for Returns Processing
This table explains the fee of fulfillment for each unit. It includes packing the order and pick-up, customer support delivery, and returns.
| Items that are of Standard Size | Fee |
|---|---|
| Small (10 oz. or lesser) | $2.41 |
| Small (10+ – 16 oz.) | $2.48 |
| Large (10 oz. or lesser) | $3.19 |
| Large (10+ – 16 oz.) | $3.28 |
| Large (1-2 lb.) | $4.76 |
| Large (2-3 lb.) | $5.26 |
| Large (3-21 lb.) | $5.26 + additional $0.38 per lb. after initial 3 lb. |
| Items that are over-sized | Fee |
|---|---|
| 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. |
| Oversized (special) | $137.32 + extra $0.91for every lb after the first 90 lb. |
What Should I Do Before Making A Refund?
If a customer requests refunds, There are three steps Amazon suggests you complete before processing the refund.
- After you have approved your refund request, wait until you have received the item from the purchaser before issuing a refund. You may let the purchaser retain or dispose of the item even if you offer an amount of refund. It’s up to you, however, what your decision is.
- If the Seller sends you the item damaged or in a condition that differs from the one you originally sent, you can choose to issue a “partial return.” If you decide to opt for an incomplete refund, disclosing the refund to the buyer is crucial before avoiding any confusion.
- Suppose you’ve provided the correct information and description of the item correctly. However, the buyer isn’t interested. In that case, If you are unable to sell the item, you may return the original price, but do not refund the Amazon shipping costs. This is a benefit for sellers.
How Can You Protect Yourself from Amazon Refund Scammers?
To protect yourself against buyers with deceitful or fraudulent intentions, Some sellers make pictures or videos of themselves, especially when selling and purchasing expensive items before shipping. This is evidence that they have sent the item correctly if a buyer claims they didn’t receive the package.
These safeguards will require more time than the current workload. But, they can assist you in saving money and protect your name even if a potential buyer attempts to scam you.
In addition, additional precautions are to be taken to prevent future encounters with scammers.
- You must ensure that you have your signature on all items you ship.
- Take assurance on the packages which contain expensive products.
- Use a tracked delivery system.
Amazon recommends that all third-party sellers keep these points in mind to protect their business from fraudulent buyers.
Answer customers’ emails
Although Amazon insists on the buyer solving problems with the buyer, there are instances when claims are made against the top sellers. It is mostly due to sellers’ inability to respond to messages from customers within the specified time. Therefore, as a seller, ensure that you get back to your customers promptly.
Refunds are proactive and prompt
Sellers can avoid the charge by examining the refund immediately with the buyer. If the reason for the return is determined to be legitimate, then the refund could be prevented. If an issue is dealt with in this manner, a customer will be less inclined to bring an action against you.
Conscientious shipping
Signature-required shipments, trackable shipping methods, and secure packaging can do a fantastic job in avoiding claims for damaged or non-receipt products. The requirement to provide an authentic shipping tracking code for 95 percent of all shipments in the United States and to ship only to addresses that Amazon can provide will aid in limiting your responsibility.
Product images and descriptions that are accurate
Providing the correct descriptions and images of the item will eliminate any confusion or questions about what a customer will receive. Be sure that all of your products are listed with the correct ASINs. It is not advisable to place the item in an alternative edition and not describe it in the product description. If a product listing is incorrect, the Seller is entirely responsible for the claims.
Removes misunderstandings and unneeded issues of what a potential buyer is expecting to receive. Make sure all your offers are by appropriate ASINs. It is not advisable to place the item in another edition and provide the information in the product description. If a listing for a product is incorrectly published, the Seller is entirely responsible for the claims.
Inform the purchasers
Although Amazon handles shipping and order notifications, it’s essential to communicate with buyers directly to resolve any problems and concerns regarding the product.
Cancel your out-of-stock orders promptly
If an item is not in stock, it’s your duty as a seller to send it via email to the buyer so that they don’t get an item in a parcel. Also, cancel the order if you haven’t already done it.
Handling the hassle of an Amazon Refund is simpler if you seriously follow the measures mentioned previously, particularly before shipping.
What is the best way to refund tax?
Sometimes, you would like to refund the tax to the purchaser. In such instances, verifying if it is eligible for tax-exempt status is important. If it is, then the buyer may request an income tax refund.
The buyer seeks a tax refund directly from the vendor (which could be you). To complete taxes, you must follow the procedure you need to complete:
- Log in to Manage Orders and look for the order you would like to send the tax refund.
- On the Order Details page, click on the button Refund the Order.
- On the top of the page for refunds, Select Tax refund only.
- Select to purchase from an area that is not incorporated or Tax exempt purchaser.
- If you opt to purchase from an unincorporated region, You’ll need to select the area in which you will reimburse.
- If you select tax-exempt buyers, you’ll need to choose an exemption cause.
- Select the Submit button to refund.
If, for any reason, you cannot refund tax, make sure that your order was processed via FBA or shipped to a location where Amazon is in charge of tax collection and the calculation of tax, returns and tax remittance.
To verify the method of fulfillment and to confirm the Tax Collection Obligation, take note of the steps below and follow these steps:
- On the Manage Orders page, check the Fulfillment method you use. It must appear to be “Merchant” and “Amazon.”
- If you go to the Manage Orders page, see whether there’s a note next to the tax that says “tax is controlled via Merchant” (or “tax is handled through Amazon.” If you want more information about Marketplace Tax Collection, click this page.
- When the method of fulfillment specifies “Amazon” as well as the content states”The “tax is administered through Amazon,” you can directly direct the buyer to call Amazon Customer Service.
- If the fulfillment method states “Merchant” and it states in the text that “the Merchant handles tax,” the Merchant is responsible for distributing the refund.
Note: For additional queries, you can always write to the Amazon support team at tax-exempt@amazon.
Amazon Return Policy Restocking Fee
For most items, the return period is 30 days after the delivery date. To determine if the item has a return window, buyers can navigate their order page and select Return/Replace items.
| If a customer returns | He/she receives |
|---|---|
| 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 |
Suppose a third-party seller delivered the product, and the buyer has assessed a maximum restocking charge at 20% regardless of whether the product was returned. In that case, the Seller is in its original state within 30 days.
The tax on the restocking fees may apply to returns of items that were shipped or offered through Amazon to all customers who reside across M.D., CT, PA, NV, WV, WI, along with V.A.
A seller can charge the customer a restocking fee, but only if the following conditions are in place:
- The purchaser finds the same product but on a different site.
- The buyer changes their decision (also called Buyer’s Remorse).
- The product is returned by the customer substantially different, defective or damaged from the one initially sent.
How do I process Gift Returns on Amazon?
The person who received the gift (one who has received the present) can return the item given to them by a different buyer, even if the purchase was not designated as a gift moment.
Note An important note: A “gift return” is listed on Manage Returns. It can be processed along with other returns.
The present gift recipient will make the return via Return a Gift via the Returns Center page on account of the gift recipient.
To complete gifts, you must follow how you should do:
Inform the recipient who has received the present.
To protect the privacy of the person who bought the present, Amazon recommends communicating only with the person who was the present recipient. To communicate with the recipient, follow the following steps:
- Visit the Manage Returns page.
- Click on the”Contact Gift recipient button.
Note: Gift Returns are identified by the Gift badge ( ).
Contact the BUYER who purchased the present
If, for some reason, you believe you’ll need to get in touch with the buyer who purchased the gift, follow these steps:
- Click on the Manage Orders page.
- Click on the name of the buyer in the Contact Buyer section.
- After completing the above steps After doing above step, the Customer’s Email History of both the buyer as well as the gift recipient is displayed in the purchase.
Refund the gift returned
To reimburse the gift-giver, go to the Manage Returns page and click on the button labeled Issue Refund.
After completing the above steps, the refund amount will be sent to the recipient in the form of an electronic gift card.
If, however, you would like to make a refund to the person who purchased the item, go to the Manage Orders page and click on the link titled Refund Order. Be sure to ensure that you’re transferring the money to the right person.
Risky Returns Potentially Dangerous
Amazon deems some returns to contain “potentially risky” substances. The items carry warnings informing customers that they could be harmful or dangerous. Returns of this kind require manual authorization from the Seller before the buyer can complete their return and ship an item to the Seller.
If you are processing a return with risk, be sure to receive the item in the location of your return and speak with the customer to confirm that they have the proper shipping and shipping information and Amazon Hazmat labels before shipping the item back to you.
Final Thoughts
We hope the article about Amazon Return Policy have been useful in providing you with the right direction. The information you find in this article is taken via the Official Seller Central help pages. Be aware of any changes to policies because Amazon alters them frequently.