For return requests, you can take several actions on return requests in the Manage Returns tool.
Review the request and authorize the buyer to return the product to you. You can review multiple return requests at the same time by selecting the requests you'd like to review and then selecting "Authorize all selected returns" from the drop-down menu at the top of the Manage Returns page.
You will be prompted to either use the Return Merchandise Authorization (RMA) number generated by Amazon or enter a custom RMA number of your own. RMA numbers will appear to the buyer on both the RMA and the Amazon-generated return label.
You will be prompted to choose a return address for returns that you manually authorize. You will have the option to use either one of your previously saved return addresses or to add a new return address.
For more information, see Return Addresses & Mailing Labels.
You will also have the option to use either an Amazon-generated return label, or upload your own custom return label. If Amazon generates the return label, the buyer receives a return label that includes your default return address, but is not prepaid.
Close the return request if you plan on providing a refund without requiring the product's return or if you decide not to accept a return (for example, if the request is outside of Amazon return policies).
To encourage buyers to have confidence when they make purchases from sellers, we believe it’s important to provide buyers with excellent service during the returns process. If the cost of a return (yours or the buyer’s) exceeds the value of the original product, consider reaching out to the buyer. In such cases, you may offer to let the buyer keep the original item and still receive a full refund. If you will not be providing an option for the buyer to keep the original product, and if the buyer will be responsible for return shipping costs close to or exceeding the original product, and if they will be responsible for return shipping costs close to or exceeding the product’s value, we recommend at least contacting the buyer to ensure they're aware of the cost of shipping. If possible, offer credits, incentives (such as a discounted shipping rate), or both to provide a better experience.
You can issue a refund either after the product is returned or, if you are allowing the buyer to keep the product, immediately. If you want the product returned, we encourage you to wait until you receive it before issuing a refund, in order to evaluate its return condition.
For more information, see Things to consider before issuing a refund.
Send the buyer an email to discuss the issue and work toward a resolution.
For more information on a specific return request, click Read return details & order history within the return request.
To close a return request, under Close Reason, select Solved a technical issue and enter the full reason in the Message to buyer field.
The following issues may apply for giving the reason Solved a technical issue.
Learn more about the category-specific return policies.