Temporary changes to refund and reimbursement policies for seller-fulfilled orders
We are making some temporary changes to our refund process and Seller Fulfilled Prime refund reimbursement policies.
For all seller-fulfilled orders (Prime and non-Prime):
- From May 1, 2020, to May 31, 2020 (the “extension period”), we are temporarily increasing the time you have to process returned items and refund customers to 14 calendar days for returns delivered to you during this period. The required return processing time will revert to two calendar days after May 31, 2020.
For Amazon prepaid return label returns (Prime and non-Prime):
- During the extension period, the seller reimbursement filing window will be temporarily increased to 90 calendar days. You can submit SAFE-T claims for refunds issued in the prior 90 days during this period. The filing window for SAFE-T claims will revert to 60 days after May 31, 2020.
- You may also file a SAFE-T claim for refunds that you issued during the extension period. These claims will be processed in the same manner as standard SAFE-T claims in which Amazon Customer Service issues a refund to a customer.
- During the SAFE-T claim investigation process, Amazon investigators typically allow you up to a week to provide any required additional information before closing a claim. During this extension period, we will keep your claims open to give you additional time to submit any additional information. Your claim status will remain in “Awaiting Seller Response” status until we receive your response to the questions. After May 31, 2020, the time to provide additional information for claims will revert to one week, after which the claim will be closed.
- In line with the extension of the customer return window, during the extension period you will need to wait 30 days to file a “Lost in transit” claim for any refund issued by Amazon during the extension period.
These changes are temporary and subject to the timelines mentioned above. Our standard SAFE-T claim process will resume policy starting on May 31, 2020.