To ensure a consistent experience for buyers, you must match or exceed Amazon's return policies.
If a buyer requests a return, Amazon will send you an email that includes the reason for the return. We recommend that you respond to return requests within 24 hours. If the buyer's request doesn't comply with our return policies, we will tell you in the email.
To process the return request, go to your Manage Returns page, where you can review, authorize, or decline requests. To get there from your seller account, click the Orders drop-down menu, and then click Manage Returns.
To learn more about returns, see Process return requests.
If you are located outside the country you are selling in, you must do one of the following:
For example, if your listing is on Amazon.de, the return address must be within Germany.
For example, if you are a seller from China selling on Amazon.de, you will provide the customer a return label from Germany to you.
If you choose to pay for return shipping costs for an international return, you must provide all buyers with a telephone number in addition to your return address. Some carriers require both pieces of information to process international shipments.
Go to Customer Returns for International Sales to learn more.
If you authorize the return request and want to refund the order, you can choose from several options. For more information, see Refund orders. We encourage you to wait until you receive a returned item before issuing a refund so you can evaluate its return condition.
You can issue a concession in addition to or instead of refunding order amounts. For more information, see Issuing concessions. If the buyer says the order never arrived, see What if a buyer says they did not receive their order?
When you approve a buyer's return request, Amazon sends the buyer a return label with an address. By default, the return label is not prepaid. However, you can upload a custom pre-paid return label if you choose to pay for return shipping. For more information, see Return labels and Pre-paid return label requirements.
If a buyer contacts you directly to cancel a return request, ask them to cancel it through their Amazon account. You'll get an email when buyers cancel pending requests.
Amazon manages returns and refunds of orders shipped through FBA. To learn how Amazon manages returns, go to Customer Returns for Orders Fulfilled by Amazon.