SFP and MFN customers will now have the option to select a replacement for all returns that are eligible under the Prepaid return label program should the original item arrive damaged, defective, or materially different. This option will only be offered if the inventory of the original item (in the same quantity and condition) is available in-stock in your Seller Central account at the time of return request.
When a customer requests a free replacement for their damaged, defective, or materially different seller-fulfilled return through the Online Return Center on Amazon, we will create a zero value replacement order and will provide an Amazon prepaid return label to return the original item. Customers will have seven calendar days to drop-off their original item using Amazon’s prepaid return label. We will notify you to ship the replacement order once we receive confirmation of the customer dropping off their original item.
Items that contain a returnless resolution rule set will have the option of a returnless replacement, should the original item arrive damaged, defective, or materially different.
To protect you from bad returns, you will be able to file for reimbursements in cases where the condition of the original product is used or damaged by customers, or materially different from what was sent to the customer. To learn more, see the Reimbursement policy for Prepaid Return Labels (PRL) in the Merchant Fulfilled Network (MFN).
Customers are offered a replacement, only if the original item is available and in-stock in your Seller Central account at the time of the return request. If there is no inventory available, you may cancel the replacement order and issue a refund. Similar to a traditional order, cancelling a replacement will affect your Cancellation Rate (CR).
You can identify a replacement order from the Manage Orders page. A Replacement badge is present next to the Order ID.
You can find the original order in the Order Details page by clicking on the Replacement Order ID. For more details about the original Order ID, click Original Order ID.
You can check the status of return by selecting Orders > Manage Returns > Select Order ID > View more details to find return tracking information of the original order.
You can identify if a return request has a replacement order placed against it on the Manage Seller Fulfilled Returns page. A Replacement Requested badge is present.
You can find the replacement Order ID of a return request on the Manage Seller Fulfilled Returns page by clicking the View more details drop down.
Items that contain a returnless resolution rule set will have the option of a returnless replacement. You can identify the type of replacement provided by clicking on the View more details section of a return request.
You can identify if a return request is made against a replacement order on the Manage Seller Fulfilled Returns page. A Replacement badge is present.
You can find the original Order ID on the Manage Seller Fulfilled Returns page by clicking on the View more details drop down.
Based on the condition of the original product and in line with the Reimbursement policy for Prepaid Return Labels (PRL) in the Merchant Fulfilled Network (MFN), you may be eligible for reimbursement.
No. Replacement orders have no value and you are not paid, or charged for any differential price between the price of an original order and the price of the replacement order.
No. You are not charged any additional fees for fulfilling replacement orders.
No. If the customer is unhappy with a replacement item, they need to return the item to obtain a refund.
The replacement item is returned to you.
Replacements for seller-fulfilled returns is automatically offered as part of the Prepaid return label program.