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This article applies to selling in: Japan

Customer returns for international sales

When processing an international return for orders that you ship to customers in the United States, the five European marketplaces (Italy, France, Germany, Spain, United Kingdom), Japan, Mexico, and Canada you must use one of the three methods listed below.

Return method options:

  • Method 1: Offer a full refund without requesting that the item be returned

- OR -

  • Method 2: Provide a local return address in the buyer's marketplace. For example, if you sell on Amazon.co.uk, you will provide a return address in the United Kingdom. If you do not have a local return address, an International Returns Provider on the Solution Provider Network may be able to help.

- OR -

  • Method 3: Provide a pre-paid return mailing label for a return request from the marketplace in which you are selling. For example, if you are selling on Amazon.de and shipping from China, you will provide the customer with a return label from Germany to your location in China. We recommend that prepaid return shipping labels include tracking.
Important: If your return is to an address outside of the marketplace of sale, you cannot ask the buyer to pay for shipping.
Note: Effective July 28, 2021, Amazon will issue the customer a refund without requiring the item to be returned (Returnless Refund) regardless of providing a pre-paid label if a valid return address in Japan is not provided, and the total price of the returned items is less than or equal to 1,000 JPY (including consumption tax and shipping fee). You can check your return address from Return settings. Our international returns provider on the Solution Provider Network may be able to help if you do not have a local return address.

How to offer each return method

Method 1: Offer a full refund without requesting that the item be returned:

  1. From the Orders drop-down menu, click Manage returns.
  2. Select the return you would like to refund, and then click Issue refund.
  3. Select Buyer return as the reason for the refund, and process a full refund.
  4. Close the returns request by selecting Refund without return as the reason for closing the request and provide comments to the customer.
    Important: If you are issuing a Refund without return, you must refund the exact amount paid for the item. Negotiating a partial refund is not an alternative to a return.

Return method 2: Provide a local return address. To update your local return address:

  1. From the Settings drop-down menu, click Account Info
  2. On the Seller Account Information page, under the Shipping and Returns Information section, click Return Information. On the Return Settings page, click Return Address Settings.
  3. Select an existing local address as your default return address or enter a new default return address
    Note: This must be a valid address that you are authorized to use.
  4. Click Submit.

Note: If you do not have a local return address, an International Returns provider on the Solution Provider Network may be able to help.

Return method 3: Provide a pre-paid return mailing label for a return request:

  1. On the Orders drop-down menu, click Manage Returns.
  2. Click Authorize Request for the return request you would like to approve.
  3. Under Your return mailing label section, select I will provide a pre-paid mailing label for this request.
  4. Upload a shipping label, select the carrier used, and enter the Tracking ID if you have it
  5. Set the return label cost to 0.00 to ensure that the buyer is not charged for return shipping.

Alternatively, you can email the pre-paid return label to the customer from the Buyer-Seller messages section of your Seller Central account.

Examples of providers of pre-paid labels include:

If we determine that you did not follow these requirements, we may pro-actively issue a refund to affected customers (allowing the customer to keep or discard the item).

As you consider how your customers will return items that they purchase from you, note the following options:

Customs

For international returns, you are responsible for complying with all the import and export obligations, and for payment of all applicable duties and customs fees.

Using Fulfillment by Amazon

Implementing restocking fees and offering partial refunds:

In certain situations, it might be appropriate to charge the customer a restocking fee or offer a partial refund on the product being returned. See Manage Returns for a restocking fee or offer a partial refund.

Engaging a third-party international returns provider:

We have created a list of returns providers that can accept returns in your customers' countries. Depending on your sales volume and unit price, International Returns Providers may offer solutions that reduce the costs you incur when customers in other counties return your products. For example, some providers will consolidate returns and ship them back to you or ship them to another customer. Visit our Solution Provider Network for international return providers.

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