This article applies to selling in: Japan
FBA Returns
You can find a list of returned FBA purchases in the FBA customer returns report. When a customer returns an item, we assess the condition (disposition) of the returned item and then process the return based on the condition.
For more information about FBA returns processing and policies, see Customer Returns for Orders Fulfilled by Amazon.
Tip: FBA returns do not appear in the Manage Returns page. The Manage Returns page is for self-fulfilled returns only.
Note: How to check Return Reason
- Go to Reports > Fulfillment, and click FBA customer returns from left column.
- Input order ID into the search bar and select Event Date
- Here you can find “Disposition ", and “Customer Return Reason “for your item
- You can click the link (if applicable) to see comments from buyer
*Note that there are certain times that the return reason is kept confidential and this information is not revealed although you contact us.
Refunds for items that are not returned
At our discretion, we may give a refund without requiring that the customer return the item. These refunds do not appear in the FBA customer returns report. You can find the refund amount that you are responsible for listed as a Product charge in the Refund section of the Payments report.
Reimbursements for customer refunds
You can track reimbursements for eligible customer refunds, whether or not an item was returned, in the Reimbursements report.
Field definitions
| Online header | Download header | Description |
|---|---|---|
| Returned Date | return-date | Date returned merchandise was processed at the fulfillment center. DD-MON-YYYY. |
| Order ID | order-id | Unique ID in the original shipment for returned item (if available) |
| Merchant SKU | sku | Seller's item identifier |
| ASIN | asin | Amazon standard item number |
| FNSKU | fnsku | Fulfillment network SKU |
| Product Name | product-name | The name of the product as it appears on Amazon |
| Quantity | quantity | Number of units of this item returned |
| FC | fulfillment-center-id | Fulfillment center where the returned merchandise was processed |
| Disposition | detailed-disposition | Condition of the returned item: see Condition Codes for explanation |
| Reason | reason | A short description of reason for return as indicated by the customer. See Customer Reason for explanation |
Condition codes
| Disposition | Description |
|---|---|
| SELLABLE | The unit was returned to stock and is available for purchase. |
| DAMAGED | Amazon takes responsibility for the damage. Ownership transferred to Amazon. Amazon compensates you based on the FBA Lost and Damaged Inventory Reimbursement Policy. |
| CUSTOMER DAMAGED | The unit was returned to stock as "unsellable." This does not necessarily mean that the item itself is damaged (for example, external packaging may have been opened), but it cannot be sold again in this condition. When this happens the customer is refunded, but the unit stays in your inventory as "unsellable." You may request to have the unit returned to you. Learn more on creating Removal Orders. |
| DEFECTIVE | The unit was returned to stock as "unsellable." The unit is either obviously damaged or the customer stated that it is faulty. The customer is refunded, but the unit stays in your inventory as "unsellable." You may request to have the unit returned to you. Learn more on creating Removal Orders. |
| CARRIER DAMAGED | Amazon takes responsibility for the damage. Ownership transferred to Amazon. Amazon compensates you based on the FBA Lost and Damaged Inventory Reimbursement Policy. |
| EXPIRED | Units that are within 50 days of the expiration date may be set aside as "unsellable." and eventually removed for disposal by Amazon. Units that have been disposed will not be available for return. You may request to have expired units returned to you if they have not been disposed of. Learn more on creating Removal Orders. |
Customer reason
| Reason | Description |
|---|---|
| OTHER | Return option not available |
| ORDERED_WRONG_ITEM | I accidentally ordered the wrong item |
| FOUND_BETTER_PRICE | I found better prices elsewhere |
| NO_REASON_GIVEN | No reason--I just don't want the product any more |
| QUALITY_UNACCEPTABLE | Product performance/quality is not up to my expectations |
| NOT_COMPATIBLE | Product is not compatible with my existing system |
| DAMAGED_BY_FC | Product became damaged/defective after arrival |
| MISSED_ESTIMATED_DELIVERY | Item took too long to arrive; I don't want it any more |
| MISSING_PARTS | Shipment was missing items or accessories |
| DAMAGED_BY_CARRIER | Product was damaged/defective on arrival |
| SWITCHEROO | Amazon sent me the wrong item |
| DEFECTIVE | Item is defective |
| EXTRA_ITEM | Extra item included in shipment |
| UNWANTED_ITEM | Unwanted Item |
| WARRANTY | Item defective after arrival -- Warranty |
| UNAUTHORIZED_PURCHASE | Unauthorized purchase -- i.e. fraud |
| UNDELIVERABLE_INSUFFICIENT_ADDRESS | Undeliverable; Insufficient address |
| UNDELIVERABLE_FAILED_DELIVERY_ATTEMPTS | Undeliverable; Failed delivery attempts |
| UNDELIVERABLE_REFUSED | Undeliverable; Refused |
| UNDELIVERABLE_UNKNOWN | Undeliverable; Unknown |
| UNDELIVERABLE_UNCLAIMED | Undeliverable; Unclaimed |
| APPAREL_TOO_SMALL | Apparel; Product was too small |
| APPAREL_TOO_LARGE | Apparel; Product was too large |
| APPAREL_STYLE | Apparel; Did not like style of garment |
| MISORDERED | Ordered wrong style/size/color |
| NOT_AS_DESCRIBED | Not as described on website |
| JEWELRY_TOO_SMALL | Jewelry; Too small/short |
| JEWELRY_TOO_LARGE | Jewelry; Too large/long |
| JEWELRY_BATTERY | Jewelry; Battery is dead |
| JEWELRY_NO_DOCS | Jewelry; Missing manual/warranty |
| JEWELRY_BAD_CLASP | Jewelry; Broken or malfunctioning clasp |
| JEWELRY_LOOSE_STONE | Jewelry; Missing or loose stone |
| JEWELRY_NO_CERT | Jewelry; Missing promised certification |
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Related articles
- FBA Returns
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