To ensure a consistent experience for buyers, sellers must adhere to Amazon's return policies. For more information, go to About our return policies.
Starting August 16, 2021, Amazon will automatically authorize U.S. return requests that fall within Amazon’s return policy, including items where sellers filed requests to exempt SKUs from the Prepaid Return Label program
. 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. Return requests that are out-of-policy or category-exempt will be sent for manual authorization.
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’ll inform you in the email. For more information, go to out-of-policy return requests.
Note: For return requests that require manual authorization, you must respond to those 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 may refund the buyer on your behalf and charge the amount to your seller account.
Prepaid return labels
Amazon automatically enrolls U.S. sellers in the Amazon Prepaid Returns Label program. In this program, Amazon provides buyers with prepaid return shipping labels on your behalf through Buy Shipping Services.
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, go to Return Reports in Seller Central, or click the View reports tab in the Manage Seller Fulfilled Returns tool.
Refer to Returns, refunds, cancellations, and claims and Guidelines for handling returns before processing your returns.
Issue a refund
What if a buyer says they didn't receive their order?