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This article applies to selling in: United States

Manage seller-fulfilled returns

To ensure a consistent experience for buyers, you must match or exceed Amazon's return policies. For professional sellers, Amazon automatically enrolls you in the Amazon Prepaid Returns Label program. As part of this prepaid returns label program, Amazon automatically authorizes U.S. returns that fall within Amazon’s return policy. We provide customers with prepaid return shipping labels on your behalf through Buy Shipping Services. Individual sellers have the option to enroll into Amazon Prepaid Returns Label program.

We only send you return requests that are outside of Amazon’s policy or exempt from prepaid returns. 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. See Out-of-Policy return requests for more information.

Note: For return requests that do not fall into the Prepaid Returns Label program, we recommend that you respond to return requests 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 might refund the customer on your behalf and charge the amount to your seller account.

You can take several actions on return requests in the Manage Seller Fulfilled Returns tool, including viewing order level refunds issued to the buyer. To download the summary of returns and refunds for a specific timeframe, click the View reports tab on that tool to visit Seller Fulfilled Return Reports.

Refer to Returns, refunds, cancellations, and claims and Guidelines for handling returns before processing your returns.

Note: Once the refund is issued, it can take 3-5 days depending on payment method for the money to reflect in the Buyer’s payment method. If you believe you have been charged incorrectly, see Appeal an A-to-z Guarantee claim. Also, see About A-to-z Guarantee claims for more information.

See also

Issue a refund

Issue Concessions

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

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