To ensure a consistent experience for buyers, you must match or exceed Amazon's return policies.
If a buyer requests a return, Amazon will send you an email that includes the reason for the return. We recommend that you respond to return requests within 24 hours. If the buyer's request doesn't comply with our return policies, we will tell you in the email.
When this happens, see Out-of-Policy return requests for more information.
To process the return request, go to your Manage Returns page, where you can review, authorize, or decline requests. You can also access Manage Returns page by clicking the Orders drop-down menu.
See Process return requests, for more information.
If you authorize a return request or a buyer has requested a tax only refund and you want to refund the order, you can choose from several options mentioned in this Refund options page. We encourage you to wait until you receive the item back from the buyer, so you can evaluate its return condition or any tax related documents for tax only refunds before issuing a refund.
You can issue a concession in addition to or instead of refunding order amounts for any order. For more information, see Issuing concessions.
If the buyer says the order never arrived, see What if a buyer says they did not receive their order?
When you approve a buyer's return request, Amazon sends the buyer a return label with an address. By default, the return label is not prepaid. However, you can upload a custom pre-paid return label if you choose to pay for return shipping. For more information, see Return labels and Pre-paid return label requirements.
If a buyer contacts you directly to cancel a return request, ask them to cancel it through their Amazon account. You'll get an email when buyers cancel pending requests.