What resources are available for Selling Partners when issuing refunds to buyers?

The policies for a seller issuing a refund to a buyer depends on the circumstance. Please note that sellers are required to issue a refund within two business days after they have received a return. If sellers do not take immediate action, Amazon might refund the customer on the seller’s behalf and charge the amount to the seller’s account.

You can issue refunds in full or in part, depending on the situation. Refer to Issue refunds and concessions for seller-fulfilled orders for details.

Here are a few things to consider:

• If a buyer returns an item that is used or damaged, you could charge a restocking fee. Guidelines for charging restocking fees.
• You may occasionally want to compensate a buyer in addition to refunding basic order costs. Issue Concessions.
• Sometimes buyers mistakenly return a different item than the one they purchased from you. If this happens, contact the buyer to do the following: Wrong item returned by buyers
• If a buyer returns an item because they changed their mind and Amazon charged your account for return shipping upfront (this happens when a buyer uses Amazon’s Prepaid returns for seller fulfilled orders), you may choose to charge the buyer for their return shipping, Click Issue a partial refund.

You can track and respond to return requests in the Manage Returns tool. Below are the different tabs you’ll find:

• View All: All return requests.
• Pending Actions: All open return requests that require you to respond, such as authorize a return request, issue a refund, or upload a prepaid return-shipping label with tracking.
• Completed: All return requests that have been completed or closed.
• With A-Z Claims: All return requests with an A-to-Z claims.

For more information, check out the Refunds page.