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This article applies to selling in: United States

Close a return request

There are a few situations in which you may close a return request.

  • Return authorization: You can close the request if you decide not to accept the return that is outside of Amazon return policies. For example, the return window has expired. You can also close the return request if you plan to provide a refund without requiring the product's return.
  • Pending Refund: Items in a ‘pending refund’ status on the Manage Seller Fulfilled Returns can be closed if a partial refund was issued in lieu of a return and the item(s) were not returned by the buyer, or if the return request was cancelled by the buyer.

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:

  1. In Seller Central, select Orders, and then click Manage Seller Fulfilled Returns.
  2. Under the Pending Actions tab, filter by ‘Pending Authorization’ or ‘Pending Refund’ to select the return request you would like to close.
  3. Click Close request, and provide a reason for closing the request. Once the request is closed, Amazon will send a message with the closure reason to the buyer. A buyer also can close a return request. You will receive an email notification when a buyer closes 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?.

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