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This article applies to selling in: United States

Customer service for Multi-Channel Fulfillment orders

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.

Delivery inquiries

If a customer asks about the delivery of an order:

  1. On the Manage Orders page, click the order ID.
  2. Under Estimated Delivery Date for This Item, note the date provided.
  3. For orders that have tracking IDs, you can check the carrier's site for a delivery date. Or you can provide the tracking ID to the customer so that they can check it themselves.
  4. If a tracking ID is not available, ask the customer to wait seven (7) days beyond the estimated delivery date in case the delivery was delayed.
  5. If the shipment has not arrived within seven days after the estimated delivery date, contact Seller Support.

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 inquiries

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:

  • It can take a while for carriers to update their tracking information. Allow at least a day after shipment for tracking information to appear.
  • Some carriers provide tracking details, but they don’t use tracking numbers. Tracking numbers are generally not supported for international shipments.
  • Some carriers provide only the last tracking event, which is "Delivered." In these cases, we cannot provide detailed tracking information.
  • If you prefer, you can give us the customer's email address when you create the order. We will send an email notification when the order ships. It will include a link to an external website where the customer can check tracking information.

Customer Returns and Refund Requests

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:

  1. On the Manage Orders page, click the order ID.
  2. Click Create Customer Return.
  3. In the Return drop-down list, select the number of each item being returned.
  4. In the Return Reason drop-down list, select the reason for the return.
  5. In the Comments text box, type any additional comments. Click Submit.

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:

Unit damaged Amazon or carrier at fault

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.

Unit damaged or defective Amazon and carrier not at fault

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.

Important: Amazon reserves the right to refuse or dispose of any inventory that might be deemed unsuitable. An item that is marked for disposal is added back to your inventory as Unsellable before it is disposed of. This may take up to three (3) business days to process. If Amazon accepts responsibility for the return, we will reimburse you the replacement value of returned items that are disposed of. You will not be reimbursed for returned items that are disposed of for which Amazon does not accept responsibility. For more information, see FBA product restrictions.

Unfulfillable orders

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:

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