Returns and refunds process for Seller Fulfilled Prime

This page provides information on how to process customer returns, including seller expectations and exception handling mechanisms.

Customer return process

Seller Fulfilled Prime returns can be initiated by the customer through the Online Returns Center. Customers can also contact Amazon Customer Service for this purpose. In the returns process, the customer is asked for a return reason. The customer can also provide additional, optional comments to provide more information on the return reason.

To process returns with DHL, link your DHL account including your return receiver ID. For your returns with DHL, we use the rates you have agreed on with DHL.

Amazon provides the customer the expected timeline for refund and the expected refund amount. At the end of the process, a Return Mailing Authorization (RMA) is created along with a pre-paid label for return. In Germany, the return carrier for the pre-paid label is DPD. The customer is asked to drop off the package at the nearest DPD depot.

The primary Customer Return carrier for Seller Fulfilled Prime is DPD. DPD provides customers with automatic prepaid return shipping labels when they request to return Seller Fulfilled Prime products. You can find the tracking information for these returns by navigating to Orders > Manage Returns and look up Return Details and Order History. (Make sure that you choose "View all" on the left filter pane and choose appropriate filters at the top of the page. Available filters included Date Range, Order ID, RMA, ASIN, and Sales Channel).

Some products may be classified as "Hazmat" (Hazardous Material) by Amazon. Such product will not get a pre-paid label. Instead, either the customer or Amazon Customer Service may reach out to the seller to provide a Hazmat-compliant label to return the product. Seller must provide such a label to the customer and refund the customer within two business days of receiving the product back.

The primary responsibility to refund the customer for a return lies with the seller. Once the returned package is received at the seller’s return address, the seller is expected to refund the customer within two business days.

However, Amazon reserves the right to refund the customer at any time. If a customer contacts Amazon Customer Service because a refund has not been issued in time, Amazon Customer Service may, at its sole discretion, refund the buyer, and the seller may be charged for such a refund.

Initially the seller is charged for the pre-paid label generated for a return. This charge occurs only at the time of "first scan" by DPD, so sellers will never be charged for labels unused by the customer.

After you receive the returned package, the seller can deduct the cost of the return label from the refund issued to the customer if the following conditions are satisfied:

1. If the item is in the product category of Clothing, Shoes, or Handbags, returns are always free, irrespective of the return reason. Label cost cannot be deducted.
2. For other product categories, if the customer has created the return within 14 days of purchase of product and the price of the item is greater than EUR 40, then the return is free, irrespective of the return reason.
3. For other cases,
   
   1. If the return reason is "seller-responsible", then the return is free. Label cost cannot be deducted.
   2. If the return reason is "buyer-responsible", then the label cost can be deducted.

   Sl. No.	Return Reason	Responsibility
   1	Accidental order	Buyer
   2	Better price available	Buyer
   3	The shipping box or envelope isn’t damaged, but the item is damaged	Seller
   4	Missed estimated delivery date	Seller
   5	Missing parts or accessories	Seller
   6	The shipping box or envelope and item are both damaged	Seller
   7	Wrong item sent	Seller
   8	Defective or does not work properly	Seller
   9	Arrived in addition to what was ordered	Seller
   10	No longer needed or wanted	Buyer
   11	Unauthorized purchase	Seller
   12	Description on the website was not accurate	Seller
   13	Damaged during delivery	Seller
   14	Performance or quality not adequate	Buyer
   15	Incompatible or not useful for intended purpose	Buyer
   16	Damaged due to inappropriate packaging	Seller
   17	Part not compatible with the existing system	Buyer
   18	Excessive installation or did not install	Buyer

In most circumstances, customers will use the return shipping method provided by Amazon. However, as an exception, some customers may need to use a different return shipping service. Amazon Customer Service has full rights to refund the customer the price of the label. As a requirement of this program, sellers must accept such charges. Such label charges are not reimbursable.

Sometimes the customer may be refunded by Amazon but the seller does not get the product back. There may be different reasons why:

1. The tracking shows the item was delivered; however, no return request exists, yet the customer has been refunded. This may be because the customer never received the product. In this case, sellers may claim reimbursement from Amazon by contacting Selling Partner Support. (Note that if the refund is because of delayed delivery, then those orders will not be reimbursed). For more details, see Seller reimbursements for Seller Fulfilled Prime.
2. The tracking does not show the item was delivered. The promised delivery date has passed and the customer has been refunded. This may be because the package was lost or misplaced in transit by the carrier. In this case, sellers should contact the carrier for reimbursement. The DPD contact for such requests is: info@depot[xxx].dpd.de. Replace [xxx] with your depot number. Example for depot number 120: info@depot120.dpd.de.
3. The tracking shows the item was delivered, and a return request exists for the order. Look at the tracking ID for return (available in Manage Your Returns page for the order). If the customer has returned the product but it has not reached the seller, then it may be because the package was lost or misplaced in transit by the carrier. In this case, sellers should contact the carrier for reimbursement. The DPD contact for such requests is: info@depot[xxx].dpd.de. Replace [xxx] with your depot number. Example for depot number 120: info@depot120.dpd.de.
4. Some products (like hygienic products, grocery or food items, etc.) are non-returnable by law. Those products are not eligible for return, and Amazon customer service may refund the customer without a return. Such orders are not reimbursable.

Sellers must not, under any circumstance, contact the customer for getting the product back for a valid return request. Depending on the situation described above, they may claim reimbursement from Amazon or the carrier.

If the returned product is damaged, then the seller must establish whether this is carrier damage (e.g. damaged to packaging, transportation induced damage) or customer damage (e.g. damage to internal parts).

1. Carrier damage: Any such damage must be reported to the carrier and reimbursement claimed directly from the carrier. The DPD contact for such requests is: info@depot[xxx].dpd.de. Replace [xxx] with your depot number. Example for depot number 120: info@depot120.dpd.de.
2. Customer damage: For customer damaged returns, the seller can deduct up to a maximum of 50% of the product price in the refund to the customer. If the refund is provided by Amazon Customer Service to the customer, then sellers may contact Amazon Selling Partner Support for a possible reimbursement. Sellers may be asked to provide evidence (photo or video) of the customer damage to Amazon. For more details, see Seller reimbursements for Seller Fulfilled Prime.

Sellers must not under any circumstances contact the customer on issues related to damage to the product. Depending on the situation described above, they may claim reimbursement from Amazon or the carrier.

Amazon Customer Service will provide, and have sole discretion in determining, all post-order customer service to Prime items, including customer returns, refunds and adjustments to Seller Fulfilled Prime items (such as return-less refunds, partial or full refunds, change of fees charged by sellers, changes to the shipping speed and shipping price for an order, refunds of the shipping charge, cancellation of an order or returns including a refund outside the stated return window).

For all such returns authorized by Amazon customer service, even outside of the return window, sellers need to provide a full refund to the customer (unless damaged, in which case sellers can deduct up to a maximum of 50%) within two business days after receiving the product.

Check Customer Service for Seller Fulfilled Prime for more information.