There are a few situations in which you may close a return request.
Return requests not actioned within 50 days from return creation (such as, if the return item is not sent back to the merchant) will be closed automatically. Return requests, where there is no update after 30 days will also be closed automatically. You can find closed return requests on the Completed tab on the Manage Seller Fulfilled Returns tool.
To close a return request:
To encourage buyers to have confidence when they make purchases from sellers, it is important to provide buyers with excellent service during the returns process. If the cost of a return (yours or the buyer’s) exceeds the value of the original product, consider issuing a returnless refund. For more information, go to Returnless Resolutions.
If you do not provide an option for the buyer to keep the original product, and if they will be responsible for return shipping costs close to or exceeding the product’s value, we recommend you to contact the buyer to inform them about the shipping cost. If possible, offer credits, incentives (such as a discounted shipping rate), or both to provide a better experience. You can issue a concession in addition to or instead of refunding order amounts for any order. For more information, go to Issuing Concessions.
If the buyer says the order never arrived, go to What if a buyer says they did not receive their order?.