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This article applies to selling in: United States

Prepaid returns for seller-fulfilled orders

Amazon authorizes US returns that fall within Amazon’s returns policy. We provide customers with prepaid return shipping labels on your behalf through Buy Shipping services. Seller-filed SKU exemptions will be automatically authorized, and will continue to be exempt from the Prepaid returns for seller-fulfilled orders, and you will have the option to upload a seller-paid label. Go to Return Settings in Seller Central to select the return label you would like to provide for exempt items.

Note: 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.

Review the relevant sections to familiarize yourself with the specific details of prepaid returns.

Table 1. Prepaid return details
Item Policy or requirements
Maintain account requirements You must ensure that your account is kept up to date.
  1. Set up a default return address for your account. The Selling on Amazon policy requires a US domestic address for the Prepaid Returns Label program. We will use this domestic address for all prepaid returns. To learn how to set up your default return address, see Set your default return address.
  2. Maintain and update accurate weight and size information entered for products you sell. We calculate return shipping costs based on this information. Amazon will charge your seller account for the cost of the return shipping once the buyer ships the product. The costs for return shipments in each weight band are outlined on the Shipping costs for seller fulfilled returns.
    Note: Sellers who have opted into Free Returns will not be able to deduct the return shipping fee for in policy returns. To learn more, go to Free returns for seller-fulfilled orders .
The return process You receive an email notification each time a customer requests a return and receives a prepaid return shipping label. The Manage seller-fulfilled returns tool in Seller Central will display all returns. For details, go to Manage seller-fulfilled returns.
Multiple return addresses You can configure multiple return addresses for each of the marketplaces you offer listings. You can either configure a rule or specify SKUs for which you want different return addresses. For details, go to Multiple return addresses.
Returnless resolutions You can offer returnless resolutions which is when you issue a refund or replacement and let the buyer keep the product. If a buyer requests a return that is eligible for a returnless resolution, they will receive either a full refund or the option to receive a replacement item once they submit their return request. Even though you will not need to do anything to complete the request, you can still find these return requests in Manage Returns. You will no longer have to process refunds for these returns manually. For details, see Returnless resolutions.
Return shipping UPS and USPS provide return shipping for seller fulfilled orders through Buy Shipping services. For details, go to Prepaid return shipping carriers.
Important: We will charge your account for the return label cost only when the buyer tenders the package to the carrier.
Refunds and cost of shipping

For handling refunds and cost of shipping, go to Refunding shipping cost and Shipping costs for seller fulfilled returns.

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

Reports for prepaid returns All prepaid returns are recorded in your Settlement and Payments report and the Returns report.
  • Settlement and Payments report: Each return shipping charge will be displayed in your Settlement and Payments reports, as shipping services purchased through Amazon. These costs will be separate from the order charges.
  • Return reports: You will receive an email notification each time a customer requests a return and receives a prepaid shipping label. Additionally, you can download a report of all return requests you have received, including the status of each return, using Return Reports in Seller Central. Both the email and the report will include the Order ID, Tracking ID, Return Reason, Label Cost, Date Requested, RMA ID, and Comments.
Ineligible items Prepaid return shipping labels are not always provided for auto-authorized returns. For details, go to Ineligible items for prepaid returns.
Category Exemptions from prepaid returns labels Several categories and subcategories are automatically exempt from prepaid return labels.You do not need to request exemptions for these categories.

  • Handmade
  • Amazon custom
  • Sexual wellness
  • Certified preowned watches
  • Business, industrial & scientific supplies > Professional medical supplies
  • Business, industrial & scientific supplies > Professional dental supplies
  • Non-physical items (for example, warranties, digital software, or digital coupons)
  • Items that are non-returnable by law and dangerous goods
  • Heavy and bulky items

SKU Exemptions from prepaid return labels

You can request exemptions from prepaid return labels only for SKUs that fall under the following categories:

  • High Price Items: High-valued items (price exceeding $100) that need special shipping (for example, items that require special shipping insurance)

The exempted SKUs will be validated against the ASIN price and item condition across Amazon and the exemption reason code ‘HIGH_PRICE_GREATER_USD100’ to ensure it is rightly used. In addition, only active SKUs will be eligible for exemptions from prepaid return labels. You can view the status of your SKUs in Seller Central by going to the Inventory drop-down and selecting Manage Inventory.

Effective September 2, 2021, exemptions due to the below reason codes will not be supported:

  • Requires special shipping: If the item cannot be shipped with a standard USPS/UPS shipping label (for example, dangerous goods)
  • Too large/heavy: Heavy and bulky items where the shipping weight of the item exceeds 70 lbs or the combined dimension of length and girth exceeds 108 inches
  • Returnless refunds
  • Other

For details, go to Request exemption from prepaid returns for seller-fulfilled orders.

Note: To offer returnless resolutions for specific SKU’s, go to Returnless resolutions. To configure multiple return addresses for specific SKU’s, go to Multiple return addresses.

Appeal a refund

You can file an appeal if Amazon issued a refund on your behalf that you don’t believe should have been authorized.

For customer-returned damaged item: Provide appropriate photographic evidence linking the return to the purchased product when creating your claim. Also, attach all additional supporting documentation. For example, provide images of the damaged items, image of a non-damaged original item, image of the shipping label, Tracking ID, delivery proof, or any additional information necessary to review your claim.

Note: Per the Restocking Fee Policy, for customer-damaged products, the reimbursement will be limited to a maximum of 50% of the order value of the product.

For details, go to Reimbursement policy for Prepaid Return Labels (PRL) in the seller-fulfilled network.

Frequently asked questions

How can I enroll in the Prepaid Return Label program?

US selling partners are automatically enrolled into the Prepaid Return Label program.

What happens if the return is lost or damaged in transit?

Selling partners are responsible for filing a claim directly with the carrier if a return is lost or damaged in transit. If this happens, process a full refund to the customer and file a claim directly with the carrier to receive a reimbursement.

Where does the shipping weight used to calculate the price of return shipping come from?

The shipping weight used to calculate the price of return shipping is the listed weight displayed on the Product Detail. However, if you have purchased a label through Amazon’s Buy Shipping Services for fulfilling your orders, we will use that weight instead. If there is no weight on the Product Detail and you have not used Buy Shipping services, we will default to 4.9 lb.

If the shipping weight displayed on the Product Detail has been provided by another selling partner, Seller Support will require proof of the correct shipping weight in order to initiate a change.

For more details, go to Shipping costs for seller fulfilled returns.

Why can't I change or upload my own prepaid return label?

By enrolling your account into prepaid returns, Seller Fulfilled Prime (SFP), or Prime Now, eligible returns are automatically authorized and an Amazon prepaid return label is issued to the buyer. As a result, you do not have the option to issue your own prepaid label or an Amazon unpaid label.

What should I do if the customer can't print the return label?

You can consider the following options:

  • The buyer can contact Amazon Customer Service to have a physical label mailed to them for a small fee.
  • The buyer can arrange to ship the return product on their own. Go to Return Reason codes for Prepaid Returns for seller-fulfilled orders to understand the return reason. Where a buyer selects the option, and you are accountable for the return, you must add the cost of return shipping to the refund.

What if I want to unenroll from the Prepaid Return Label program?

All US selling partners are automatically enrolled into Amazon's Prepaid Returns Label program per the Amazon's Return policy.

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