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This article applies to selling in: Japan

Manage returns

Note: In order to provide customers with a delightful shopping experience and help you grow your business, starting September 27, 2021, Amazon will automatically authorize seller-fulfilled return requests that fall within Amazon’s return policy. Please note that manual authorization is needed for out-of-policy return requests. There will be no change to the refund process after a return request is authorized. Please see Things to consider before issuing a refund to learn more about issuing a refund.

For details on Manage Returns, see Seller University.

To ensure a consistent experience for buyers, you must match or exceed Amazon's return policies.

If a buyer requests a return, Amazon will send you an email that includes the reason for the return. We recommend that you respond to return requests within 24 hours. If the buyer's request doesn't comply with our return policies, we will tell you in the email.

When this happens, see Out-of-Policy return requests for more information.

Return process

To process the return request, go to your Manage Returns page, where you can review, authorize, or decline requests. You can also access Manage Returns page by clicking the Orders drop-down menu.

See Process return requests, for more information.

International returns

Go to Customer Returns for International Sales to learn more.

Refund options

If you authorize the return request and want to refund the order, you can choose from several options. For more information, see Refund options. We encourage you to wait until you receive a returned item before issuing a refund so you can evaluate its return condition. To learn more, see Things to consider before issuing a refund.

You can issue a concession in addition to or instead of refunding order amounts. For more information, see Issuing concessions. If the buyer says the order never arrived, see What if a buyer says they did not receive their order?

Return labels

When you approve a buyer's return request, Amazon sends the buyer a return label with an address. By default, the return label is not prepaid. However, you can upload a custom pre-paid return label if you choose to pay for return shipping. For more information, see Return labelsReturn Addresses & Postage Labels and Pre-paid return label requirements.

Cancelled 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 pending 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.

Frequently Asked Question

How do returns and refunds work?

Before you can use the Manage Returns feature, you will need to enter the required information under Return Address and Return Request Settings.

Return/refund process

  1. The customer uses the Returns Center on the Your Account page to request a return.
  2. The seller checks the return request on the Manage Returns screen in Seller Central and decides whether to authorize or close it.
  3. The buyer is sent an email with the results of the return request.
  4. The buyer prints out a label from the Returns Center with the return address on it and sends the return back to the seller.
  5. The seller accepts the returned item and refunds the order on the Manage Orders screen.

See this page for more information about the return process for customers.

How do I close orders without accepting them?

To close an order without accepting it, click the Close return button. Select This product is not returnable. as the reason, and provide a detailed explanation in the Message to buyer field.

How soon do I need to process a return request after receiving it?

We recommend that you respond to return requests within 24 hours.

I received a return request due to an error in the product information on the Amazon site. How should I handle this?

Go ahead and close the return request. Click the Close return button, and under Close Reason, select Solved a technical issue . In the Message to buyer field, explain to the customer that you cannot accept the return since there was an error in the product information on the Amazon site and advise them to contact Amazon Customer Service about a return or refund.

I provided a refund, but I received another return request.

Go ahead and close the return request. Click the Close return button, and under Close Reason, select Previously refunded. In the Message to buyer field, specify the day you refunded the order to the customer.

What is the "acceptance period" in the return request settings for?

This period applies if you opt to automatically accept returns in the Return request acceptance rules option. Return requests within the time period specified in the Automatic return acceptance period field will be automatically accepted. Requests received after this time period will not be automatically accepted; you must accept or close them manually.

Can I accept returns that I've already closed?

Once you close a return request, you cannot undo the process. Ask the customer to send another return request. You can also send a refund via the Manage Orders screen without requiring another return request. However, note that no record of this refund will be shown on the Manage Returns screen.

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