You are responsible for providing customer service for multi-channel fulfillment orders. This includes handling delivery inquiries and requests for replacements, refunds, and returns.
You can manage the returns process independently, or you can process returns using the tools in your seller account.
If a customer asks about the delivery of an order:
If an order is not delivered, Seller Support initiates a reimbursement for the lost item. The reimbursement amount is calculated according to the FBA Lost and Damaged Inventory Reimbursement Policy. Amazon reimburses you, not the customer. It is your responsibility to resolve the issue with the customer. To send a replacement item from your inventory, submit a second multi-channel fulfillment order with the same details as the first.
Reimbursements are initiated only after the seven-day waiting period has passed.
Orders delivered with a signature required are not eligible for reimbursement.
Tracking information is available only after your order ships. If tracking details are available, you can find them on your Order Details page.
The estimated ship date is a general estimate. However, if your order has not shipped by the estimated delivery date, contact Seller Support. If your order has shipped, but you still can’t see tracking information, note the following:
You can manage returns on your own, or you can use the tools in your seller account. If you process a return using Amazon services, we will provide you with a shipping label. Your customer can then return the inventory directly to the fulfillment center.
To have a return sent back to the fulfillment center:
This generates a Return Merchandise Authorization (RMA) form and a link to a shipping label with the fulfillment center address. Send the customer the link to the RMA and label.Click Return Status to track the status of the return. If the returned item is still in sellable condition, it is returned to your inventory. If the item is damaged, one of the following appears in the Return Status window:
If Amazon accepts responsibility for the damage, you can submit a reimbursement request. If you process the return yourself, provide photos of the damaged item when you submit your request. If Amazon processed the return, you will be reimbursed in accordance with the FBA Lost and Damaged Inventory Reimbursement Policy and related FBA Service Terms of the Amazon Services Business Solutions Agreement.
For any damage that occurs after an order is delivered, you must determine whether you will refund or exchange an item. Amazon does not take responsibility for defective items or items that are damaged when not under the control of the fulfillment center or the partner carrier. If an item is damaged and Amazon or the carrier is not at fault, you may want to have the merchandise sent to you directly, instead of back to a fulfillment center.
Occasionally, an order that you created can’t be fulfilled because the unit was damaged and a replacement was not available, or the product was recently categorized as hazardous. To avoid such issues, we recommend the following: