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This article applies to selling in: Germany

Manage returns

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

Return process

Step 1: Return authorization

Note: The automation of return authorizations for all in-policy return requests and the below list of exemptions will apply starting August 30, 2021. Until then, you may continue to manually authorize all incoming return requests.

To ensure operational efficiency and a consistent customer experience, Amazon will automatically authorize all return requests that fall within the scope of Amazon’s Return Policy. You can identify automatically authorized return requests via the ‘Auto-authorised’ flag on the Manage Returns page (Orders > Manage Returns) in Seller Central.

Any return requests that don’t meet Amazon’s Return Policy will not receive an automated return authorization. Also note that several categories and subcategories are exempt from automated return authorizations and that return requests of such items will be sent to you for manual review. This includes:

  • Handmade
  • Amazon Custom
  • Hazardous goods
  • Sexual Wellness
  • Professional Medical Supplies and Professional Dental Supplies
  • Grocery and Wine
  • Video, Video Games, Software, and DVD
  • 'Flowers & Bouquets' and 'Fresh Cut Flowers'
  • Hygienic items from product categories Baby, Beauty, Health & Personal Care, and Personal Care Appliances

Make sure that you respond to return requests, which require manual review, within 24 hours. For more information on how to manually review and process such return requests, go to Process return requests.

To monitor returns, navigate the tabs on the Manage Returns page or download a Return Report(Orders > Manage Returns > View reports). Additionally, Amazon will send you an email when a buyer creates a return request.

Step 2: Return shipping labels

When a return request is approved, Amazon sends the buyer a return shipping label with your return address. By default, this return label is not prepaid and requires the buyer to add postage. However, you can also provide the buyer a pre-paid return label by enrolling into the Prepaid Return Label Program or uploading a custom pre-paid label. For more information on uploading custom labels, see Upload a pre-paid return label and Pre-paid return label requirements.

As return labels will show your return address, make sure that it is up to date. To update your default return address, navigate to the Return Address Settings as described on the Set your default return address page. Note that if no domestic return address is available in your Return Address Settings, the return shipping label will show your business address.

Step 3: Issuing a refund

You must issue a refund to the buyer within two business days of receiving a return.

For more information on how to refund orders, go to Refund orders. We encourage you to wait until you receive a returned item before issuing a refund so that you can evaluate its condition. If you would like to issue a concession in addition to or instead of refunding order amounts, go to Issuing concessions.

Note: If a refund has been issued on your behalf through an A-Z claim and you believe that you have been charged incorrectly, you can appeal the A-Z claim. Go to Appeal an A-to-z Guarantee claim.

International returns

If you are located outside the country you are selling in, you must do one of the following:

  • Provide buyers with a merchant pre-paid return label, where you are responsible for the return shipping cost. This cannot be deducted from the buyer’s refund, or
  • Offer a refund without requesting return. To reduce manual effort you can automate Returnless Refunds. For more details, go to Returnless refunds, or
  • Provide buyers with a German return address for sales on Amazon.de. If you want to provide a German return address but are located outside of German, an international returns provider from theSolution Provider Networkmay be able to help.

Prepaid return label program for Seller Fulfilled orders

Professional and Individual sellers can now opt for prepaid returns label (PRL) program, where Amazon automatically authorizes all returns that fall within the scope of Amazon’s returns policy, and provides customers with prepaid return shipping labels on your behalf through Buy Shipping Services.

Once you enable this feature, customers will automatically receive a prepaid return shipping label from your seller account for return requests that fall within Amazon’s return policy, without the need of your one-off manual return approval. To optimize your time, you will only receive customer return requests that are outside of Amazon’s return policy or exempt from the automated returns processing for manual review.

You are in complete control of the products you would like to exclude from automated returns. If the buyer's request is not within the scope of Amazon’s return policies, we will inform you via email.

This feature can be used to process return requests covered by the integrated transporting carrier, available via Amazon Buy Shipping. Note that carrier terms and conditions apply, go to Terms and Conditions page for details. Before enabling the Prepaid Return Label feature, please make sure that your domestic return shipping address is up to date. If you do not provide a return address, we will use your business address by default.

The requirement to issue a refund within two business days of receipt of a return remains unchanged.

For details, refer to Prepaid returns for seller-fulfilled orders.

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.

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