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This article applies to selling in: Japan

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-authorized flag on the Manage Returns page (Orders > Manage Returns) in Seller Central.

Any return requests that fall outside of Amazon’s Return Policy will not receive an automated return authorization. This can include items that are not eligible for return. Ensure to regularly check if you have any pending return requests that need to be manually authorized. For more information on how to manually review and process return requests, go to Process return requests.

To monitor returns, navigate the tabs on the Manage Returns page. Additionally, Amazon will send you an email that includes the reason for the return. We recommend you to respond to pending return requests within 24 hours.

Step 2: Return shipping labels

When a return request is automatically approved, Amazon sends the buyer a return shipping label with your return address. By default, this return label is not prepaid. However, you can also provide the buyer with a custom pre-paid return label if you are a Professional seller and select “I will provide a prepaid mailing label for this request.” In General Settings of Return Settings, you will have to upload a pre-paid return label for each return request after automatic authorization. For more information to provide a pre-paid return label, go to Return Addresses & Postage Labels and Pre-paid return label requirements.

As return labels will show your return address, make sure that it is up to date. If a return address is not provided, the business address associated with your selling account will be used as a return address on all returns requests that are automatically authorized (go to Set your default return address). To update your return address, go to Settings > Return Settings > Return Address Settings.

Step 3: Issuing a refund

We recommend you to issue a refund to the buyer within two business days of receiving a return.

For more information on how to refund orders, go to Things to consider before issuing a refund. We encourage you to wait until you receive a returned item before issuing a refund so that you can evaluate its condition. You can issue a concession in addition to or instead of refunding order amounts. For more information, go to Issue Concessions. If the buyer says the order never arrived, go to What if a buyer says they did not receive their order?

Note: If a refund has been issued on your behalf through an A-Z claim and you believe that you have been charged incorrectly, you can appeal the A-Z claim. For more information, go to How to appeal an A-to-z Guarantee Claim (Referred to as “Claim(s)” in this help page)?.

Manage seller-fulfilled returns tool

You can respond to return requests in several ways in the Manage Returns page. It includes viewing order level refunds issued to the buyer. You can find following tabs on the Manage Returns page:

  • View All: All return requests
  • Pending Actions: All open return requests that require you to respond, such as authorize a return request, issue a refund, or upload a prepaid return-shipping label
  • Completed: All return requests that have been completed or closed
  • With A-to-z Claims: All return requests with an A-to-z Guarantee claim

For more information, go to Process return requests.

International returns

Canceled returns

If a buyer contacts you directly to cancel a return request, ask them to cancel it through their Amazon account. You will get an email when buyers cancel requests.

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.

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