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Returns FAQ

Frequently asked questions and internal notes for handling Amazon seller-fulfilled return scenarios. Use this guide when fielding return-related inquiries so we stay aligned with Amazon policy.

Amazon Prepaid Return Label Program

Amazon can automatically generate prepaid return labels for eligible orders through Buy Shipping. For deeper policy details, see Amazon's documentation on prepaid returns for seller-fulfilled orders.

Contacting Buyers About Returns

When you need clarification from a buyer:

  • Navigate to Manage Seller Fulfilled Returns.
  • Locate the return or replacement request.
  • Click Contact buyer and message them through Buyer-Seller Messaging.

Completing or Closing Return Requests

You can complete or close a buyer's return request in these situations:

  • You decline an out-of-policy request that required authorization (for example, the return window expired).
  • You issue a returnless refund.
  • You provide a partial refund or concession and the buyer keeps the item.
  • The buyer cancels or submits a duplicate request.

Use the Complete action in the return workflow after documenting the reason.

Refund at First Scan

Amazon's refund-at-first-scan policy issues the buyer's refund when the return is dropped off and scanned by the carrier. Expect the refund to trigger before the item lands back with us for eligible returns.

Handling Used or Damaged Returns

When a returned item arrives used, damaged, or materially different and a refund is still required:

  1. Open the order in Manage Seller Fulfilled Returns.
  2. Select Issue refund.
  3. Choose Charge restocking fee and document what was different about the item.

If Amazon issued the refund (for example via refund at first scan) and the buyer has not filed an A-to-z claim, evaluate whether we can file for reimbursement through the seller-fulfilled network prepaid returns program.

Refunds Issued Before Inspecting the Return

Avoid issuing refunds before receiving the item unless policy requires it. Refunds we issue cannot be disputed. For returnless refunds, make sure the buyer is explicitly allowed to keep the product.

Partial Refunds

Partial refunds can be processed directly within Manage Seller Fulfilled Returns so long as a return request exists for the order. Reference Amazon's partial refund guidelines before adjusting amounts.

Return Shipping Costs

Responsibility for return shipping depends on fault:

  • Seller fault (wrong item, damage, etc.): provide a full refund and cover return shipping.
  • Buyer fault (accidental order, better price, etc.): deduct return shipping from the refund.

When Amazon issues the refund, shipping costs are charged automatically to the responsible party.

Labels for Exempt Items

For items excluded from the prepaid label program, manually upload a return label following Amazon's Upload a prepaid return label workflow.

Tracking Returns

To follow a return in transit:

  • Go to Manage Seller Fulfilled Returns.
  • Open the return and click More information.
  • Review tracking under Shipping details.

Buyer Claims Refund Not Received

Ask the buyer to allow three to five business days for processing. After that window, direct them to Amazon Customer Service to check the refund status.

Replacement Orders

When a buyer requests a free replacement for a damaged, defective, or materially different item:

  • Ship the replacement promptly once Amazon instructs us to do so.
  • The buyer has 30 days from shipment to return the original item with the Amazon prepaid label.
  • If the original is not returned within 30 days of the replacement shipping, Amazon typically issues an automatic refund to us within seven business days. No SAFE-T reimbursement is available in that case.

Occasionally Amazon will hold the replacement request until the buyer drops off the original. Wait for the official replacement request before sending inventory; SAFE-T does not cover replacements sent prematurely.

Replacement Sent, Item Not Returned

If the buyer keeps the replacement without returning the original:

  • Monitor the return window. Amazon should reimburse us automatically after the 30-day period plus seven business days for processing.
  • Do not file a SAFE-T claim for these cases; Amazon flags them as ineligible.

Disputing Amazon-Issued Refunds

We may qualify for reimbursement if:

  • We bought a "claims protected" label through Buy Shipping and the tracking confirms on-time delivery within the estimated window.
  • We obtained signature confirmation delivered on time to the buyer's address.

Gather tracking proof and submit through Reimbursement for seller-fulfilled network orders when criteria are met.

Related Resources

  • Amazon: About our returns policies
  • Amazon: Issue concessions
  • Amazon: FBA customer returns policy