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This article applies to selling in: Germany

Returnless resolutions

A returnless resolution takes place when you issue a refund and let the buyer keep the product. In some cases, returnless resolutions may make economic sense if the cost of return shipping is relatively high. You can either automatically issue a returnless resolutions via rules you define, or you can work with the customer via buyer-seller messaging for a specific return. There are two ways to configure returnless resolutions:

Offer returnless resolutions for returns that meet certain criteria

To create new rules:

  1. Go to Settings, and select Return Settings.
  2. Click the Resolutions tab.
  3. Click Create a Returnless Resolution Rule.
  4. Create a rule name and define your rules. You can set the price range, product categories, and return reasons.
  5. Click Save.
    Note: The newly configured rule will apply to all orders from that time forward.

To edit an exsting rule:

  1. Click the rule.
  2. Select Edit and modify the settings.
  3. Click Save.

To delete an exsting rule:

  1. Click the rule and select Delete.
  2. Confirm that you want the rule deleted.

Note: All orders placed while a rule was active will still have the rule applied. For example, if you deleted a rule on January 10 and a customer created a return request on January 15 for an order originally placed on January 5, then that customer will still get a returnless resolution on that order.

Offer returnless resolutions for specific SKUs

You can also offer returnless resolutions for specific products in your inventory.

  1. Go to the Returns settings page, and then click Manage Return Templates.
  2. Download the Returnless Resolution template and follow the instructions in the file.
  3. Indicate the Returnless Resolution exemption reason code.
  4. Once you have completed the Returnless Resolution tab in the template, ensure that no Excel filters are applied, and then save the template. Save as an Excel workbook file in an accessible location on your computer. This will allow you to make changes after uploading the template.
  5. Save the template as a tab delimited (*.txt) file in order to upload the file. Ensure the Returnless Resolution is the tab displayed before you save.
    Note: The returnless resolution request will not go through properly if you save and upload any other tab.
  6. Go to your Returns settings page, and then click Manage Return Templates.
  7. Upload your returnless resolution tab delimited (*.txt) file that you saved before.

Returnless resolution for specific SKUs request status

To see for which SKUs you have enabled returnless resolution:

  1. Go to your Returns Settings page, and then click Manage Return Templates.
  2. Go to Status report and then select Returnless Resolution from the drop-down.
  3. Click Request to get the report.
  4. Once the report has finished processing, click the Download Report to view SKUs that will receive a Returnless resolution.

For international returns, the cost of return shipping is always the seller’s responsibility, even for customer-responsible returns. If you offer a domestic return option, you are not required to refund the cost of the original shipping for customer-responsible returns. For seller-responsible returns, you must also refund the cost of original shipping.

Important: From October 5, 2021 all MFN Selling Partners that sell on the European stores Amazon.co.uk, Amazon.de, Amazon.fr, Amazon.es, Amazon.it, and fulfill customer orders from abroad, you are required to provide Amazon with a default domestic return address for items equal or under £20 or €25 (including VAT) or otherwise offer returnless refunds for these items. For example, if you are fulfilling orders received on Amazon.de from outside Germany, then you are required to provide a German default return address (or a returnless refund) if the item is equal or under €25 (including VAT), or if you received an order on Amazon.co.uk and the item is equal or under £20 (including VAT) and you are fulfilling orders from outside UK, you are required to provide a UK default return address (or a returnless refund). The default return address you provide to Amazon is used to generate either an Amazon Prepaid Return Label (applicable to APRL enrolled sellers only) or an unpaid address label for the customer on all returns that fall under Amazon’s return policy, to allow customers to send the item back to you.

If a default domestic return address is not provided in the store you are selling in, then Amazon will automatically issue a refund on your behalf, for all in-policy returns that meet the above-mentioned thresholds, without requiring the item to be returned to you (returnless refund).

We consider your product price (including VAT) when applying the thresholds of this policy. Note that the refund processed for the customer includes product price inclusive of VAT and shipping paid by the customer as applicable.

If you do not have a default domestic return address for one or more of the European stores you are selling from, you can reach out to an international returns provider listed on the Service Provider Network page, who may be able to help.

This change will help to simplify and standardize the returns process for customers and sellers for low-cost items, where international labels are generally more expensive than the cost of the item. If you do not have a domestic return address, in the store you are selling in, the International Returns Provider on the Service Provider Network may be able to help.

FAQs

1. Will Amazon setup returnless resolution rules on my behalf?

You can set up the rules for returnless resolutions, however, the changes on items equal or below £20 or €25 that have taken effect on October 5, 2021 as mentioned above.

2. Do I have to authorize the return request for an item that qualifies for returnless resolution in my rule settings?

No, any return request for a product that qualifies for returnless resolution based on the rules you have set will be automatically authorized.

3. Do I have to provide a refund for an item that qualifies for returnless resolution in my rule settings?

No, for a return that qualifies for a returnless refund, a refund equal to the value of the product cost will automatically be provided to the customer. You do not have to take any action.

4. What would be the customer experience for a product that qualifies for returnless resolution?

Customers will get the message: “We are processing your refund. You don't need to return the item back to us!”. Customers will automatically get a refund back to the original payment method in 5-7 business days and the refund will be charged to your seller account.

5. What about out of policy returns or returns requested after the end of the return window?

All out of policy return requests will continue to come to you for manual authorization. They will not be granted a returnless resolution.

6. How can I track all returnless refunds granted based on my rule settings?

All returnless refunds can be tracked in the Return reports.

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