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This article applies to selling in: Japan

Frequently asked questions about returns, refunds, and cancellations

How long does it take for a refund to be applied to a buyer's credit card?

After a refund transaction is completed using the Manage Orders tool or an order adjustment file, the buyer's credit card is refunded within minutes. Depending on the credit card company's processes, it can take 6 to 10 business days for the refund to appear on the buyer's credit card statement.

A buyer wants to cancel an order. What should I do?

Buyers can cancel orders up to 5 minutes after placing their order. This 5 minutes’ rule applies to merchant-fulfilled orders only. Sellers can cancel an order after the order is confirmed up to the time that the shipping notification is sent. The process for handling order cancellation requests from buyers differs depending on whether you have sent a shipping notification or not.

If you have already shipped and confirmed the order, you will need to let the buyer know the order is already on its way. Request that they return the package to you when they receive it. Upon receipt of the return, you should issue a refund for the order.

If you have not sent a shipping notification and the item has not shipped (including items shipped directly from manufacturers), don't ship the item. Locate the order in your Manage Orders page and cancel it. If you have already shipped the order without sending a shipping notification to the buyer and are unable to stop the shipment, upon receiving the cancellation, you are responsible for the costs of the return.

See also Cancel an order or multiple orders.

I canceled (or refunded) an order by mistake. Should I charge the buyer's credit card again?

Refunds are reflected immediately. Amazon does not charge buyer's credit cards again if orders are canceled or refunded by mistake. When you have sent a refund by mistake, you can recharge the buyer's credit card if the buyer contacts Amazon directly and requests it. The buyer can click the Contact Customer Service button to send an email or call Customer Service. After the buyer's credit card is charged again, you will be able to see the amount of the charge in your seller account.

If refunds are sent by mistake

Refunds are kept in a pending state for two hours after being processed. You can cancel refunds if you refunded the wrong amount or refunded an order by mistake. This feature is only available for refunds that were processed manually. If an Order Cancellation feed is used for refunds, the refund is processed immediately.

To cancel a refund, click the Cancel Refund button. If you do not see this button, you cannot cancel the refund. In that case, you can inform the buyer and ask them to contact Amazon Customer Service to request a recharge on their credit card. If the buyer agrees, direct them to contact Customer Service and ask for their credit card to be charged again. Amazon can only recharge a buyer's credit card if they get a request from the buyer. After the buyer's credit card is charged again, you will be able to see the amount of the charge in your seller account.

Can I be reimbursed for fees or the handling charges?

Yes. However, the calculation methods for full refunds and partial refunds differ. The restocking fees differ according to product categories and order amount. Read more about it here.

I can only ship part of the order. How do I cancel it?

If you cancel an order, the entire order is canceled. To cancel only part of an order, first send the shipping notification and then issue a partial refund.

I heard from the buyer that they were charged for their order even though the order was canceled.

Credit cards with debit card functionality deduct the amount from the user's bank account the moment the credit card is authorized, even if the order is canceled. The authorized order amount is refunded at a later date. The amount of time it takes for the refund to be completed depends on the card issuer, but sometimes it can take as long as 60 days. Direct the buyer to contact the card issuer directly. Learn more about credit cards with debit card functionality.

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