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This article applies to selling in: United States

Manage seller-fulfilled returns

To ensure a consistent experience for buyers, selling partners must adhere to Amazon's return policies. For more information, go to About our return policies.

For Fashion Items, see Free Returns of Fashion Items for Seller Fulfilled Orders for more details.

Return Authorization

Amazon automatically authorizes US return requests that fall within Amazon’s return policy, including items where selling partners filed requests to exempt SKUs from the Prepaid Return Label program. Return requests that are out-of-policy or category-exempt will be sent for manual authorization. For more information, go to Authorize a return request.

For returns of seller-filed SKUs that are exempt from the Prepaid Return Label program, sellers will have the option to upload a merchant-paid label. For more information, go to section Return Labels for Exempt Items.

When a buyer requests a return, Amazon will send you an email stating the reason for the return. If the buyer's request does not comply with our return policies, we will inform you in the email. For more information, go to out-of-policy return requests.

Note: You must respond to return requests that require manual authorization within 24 hours. You are required to issue a refund within two business days of receipt of a return. If you do not take action regarding the refund, Amazon may refund the buyer on your behalf and charge the amount to your seller account.

Prepaid return labels

Amazon automatically enrolls US selling partners in the Prepaid Returns label program. In this program, Amazon provides buyers with prepaid return shipping labels on your behalf through Use Buy Shipping Services.

Return labels for exempt items

The SKU exemptions filed by the selling partners will be automatically authorized, and will continue to be exempt from the Prepaid Returns label program, and you will have the option to upload a merchant paid label. Go to Return Settings in Seller Central to select the return label you want to provide for exempt items.

Manage seller-fulfilled returns tool

You can respond to return requests in several ways in the Manage Seller Fulfilled Returns tool. It includes viewing order level refunds issued to the buyer. Below are the different tabs you can find on the Manage Seller Fulfilled Returns tool:

  • View All: All return requests
  • Authorization required: All open return requests that require you to authorize a return request
  • Authorized: All open return requests that require you to issue a refund or upload a prepaid return shipping label
  • Pending Actions: All open return requests that require you to respond, such as authorize a return request, issue a refund, or upload a prepaid return-shipping label
  • Completed: All return requests that have been completed
  • Closed: All return requests that have been closed
  • With A-to-z Guarantee Claims: All return requests with an A-to-z claims

For more information, go to Authorize a return request and Close a return request for additional information.

To download the summary of returns and refunds for a specific timeframe, go to Return Reports in Seller Central, or click the View reports section in the Manage Seller Fulfilled Returns tool.

Before processing your returns, refer to Returns, refunds, cancellations, and claims and Guidelines for handling returns .

Note: Once issued, refunds can take 3-5 days to reflect in the buyer’s account depending on their payment method. If you believe you have been charged incorrectly, go to How to appeal an A-to-z Guarantee Claim. For more information, go to About Amazon’s A-to-z Guarantee Claims.

See also

Issue a refund

Issue Concessions

What if a buyer says they didn't receive their order?

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