What is changing?
As of April 15, 2021, Amazon expanded the Prepaid Return Label program to provide additional return resolutions and offer customers the option of receiving a replacement item at no extra cost.
A customer who recieves an item damaged, defective, or different from what was ordered, may request a refund or a replacement. Amazon will issue a zero value replacement order with a shipping label if the seller has the same item in stock and in the same condition as the item in the original order.
This can preserve the sale for the selling partner. The customer has seven days to return the original item. Amazon receives confirmation of the customer's return when the prepaid label is scanned and notifies the selling partner to send a replacement.
If the selling partner does not want to fulfill the replacement order, they may cancel it. Cancelling replacement orders will affect their cancellation rate.
Note: Selling partners must opt in to Returnless Refunds for a SKU. Customers who've received a damaged, defective, or different item will be offered a Returnless Refund or a Returnless Replacement (for those SKUs the selling partner has enabled Returnless Refunds for).
Which marketplaces are affected?
This applies to the US marketplace.
Who is affected?
Developers with applications that support order management are affected.
What action is required?
If you have an application affected by this change, be sure to update your application workflow to support free replacements for seller-fulfilled returns.
For more information
For more information, see the Seller Central help article: Replacements for seller-fulfilled returns.
To learn more about the Prepaid Return Label program, see Prepaid returns for seller-fulfilled orders.