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This article applies to selling in: United States

Customer returns for international sales

When processing an international return for orders that you ship to customers in the three North American marketplaces (United States, Canada, Mexico), Japan, and the five European marketplaces (Italy, France, Germany, Spain, United Kingdom), you must use one of the three methods listed below.

Return method options:

  • Returnless Refund: Offer a full refund without requesting that the item be returned

- OR -

  • Provide a Domestic Return Option: Provide a local return address in the buyer's country. For example, if you sell on Amazon.co.uk, you will provide a return address in the United Kingdom. If you do not have a local return address, an International Returns Provider on the Solution Provider Network may be able to help.
  • Important: If you choose this return method for Amazon.com orders shipped to customers in the United States, you must use Amazon’s prepaid returns service and will not have the option to provide your own prepaid return shipping label to US customers. If you select this option, you must issue refunds within two business days of receiving the returned item. Visit Prepaid returns for seller fulfilled orders to learn more.

- OR -

  • Provide Prepaid International Return Shipping: Provide your own prepaid return mailing label for a return request from the marketplace in which you are selling. For example, if you are selling on Amazon.de and shipping from China, you will provide the customer with a return label from Germany to your location in China. We recommend that prepaid return shipping labels include tracking.
Important: For international returns, the cost of return shipping is always the seller’s responsibility, even for customer-fault returns. If you offer a domestic return option, you are not required to refund the cost of the original shipping for customer-fault returns. For seller-fault returns, you must also refund the cost of original shipping.

How to offer each return method

Method 1: Offer a full refund without requesting that the item be returned:

  1. From the Orders drop-down menu, click Manage Returns.
  2. Select the return you would like to refund, and then clickIssue Refund.
  3. Select Buyer Return as the reason for the refund, and process a full refund.
  4. Close the returns request by selecting Refund without return as the reason for closing the request and provide comments to the customer.
    Important: If you are issuing a Refund without return, you must refund the exact amount had the item been returned to you. Negotiating a partial refund is not an alternative to a return.

Note: You can automate Refund without return for orders shipped to customers in United States, United Kingdom, and Germany based on item price, category, and return reason. To learn how to set this up, visit Returnless refunds.

Return method 2: Provide a local return address. To update your local return address:

  1. From the Settings drop-down menu, click Account Info.
  2. On the Seller Account Information page, in the Shipping and Returns Information section, click Return Information.On the Return Settings page, click Return Address Settings.
  3. Select an existing local address as your default return address or enter a new default return address.
    Note: This must be a valid address that you are authorized to use.
  4. Click Submit.

Note: If you do not have a local return address, an International Returns provider on the Solution Provider Network may be able to help.

Return method 3: Provide a pre-paid return mailing label for a return request:

  1. On the Orders drop-down menu, click Manage Returns.
  2. Click Authorize Request for the return request you would like to approve.
  3. In the Your return mailing label section, select I will provide a pre-paid mailing label for this request.
  4. Upload a shipping label, select the carrier used, and enter the Tracking ID if you have it.

Alternatively, you can email the pre-paid return label to the customer from the Buyer-Seller Messages section of your Seller Central account.

Examples of providers of pre-paid labels include:

If we determine that you did not follow these requirements, we may pro-actively issue a refund to affected customers (allowing the customer to keep or discard the item).

As you consider how your customers will return items that they purchase from you, please keep the following options in mind:

Customs:

For international returns, you are responsible for complying with all import and export obligations, and for payment of all applicable duties and customs fees.

Using Fulfillment by Amazon:

When you choose FBA, Amazon will handle local returns on your behalf for FBA orders in that marketplace, so you don't have to worry about providing a local return address. To learn more about FBA returns, see Customer Returns for Orders Fulfilled by Amazon.

Implementing restocking fees and offering partial refunds:

In certain situations, it is appropriate to charge the customer a restocking fee or offer a partial refund on the product being returned. Restocking fees or partial refunds must comply with Amazon's policies on returns, including for Returns and Restocking Fees.

Offering partial refunds:

In certain situations, it might be appropriate to offer a partial refund on the product being returned. Full refunds should be given for returns, cancellations and out-of-stock items. Partial refunds should only be performed as a goodwill gesture or for compensation/dispute resolution issues (for example, the item arrived slightly damaged or there were minor discrepancies in the product description) and are made at the discretion of the seller. If you decide to issue a partial refund, we recommend agreeing on this with the buyer in advance to help avoid misunderstanding or a possible A-to-z Guarantee claim.

Engaging a third-party International Returns Provider:

We have created a list of returns providers that can accept returns in your customers' countries. Depending on your sales volume and unit price, International Returns Providers may offer solutions that reduce the costs you incur when customers in other counties return your products. For example, some providers will consolidate returns and ship them back to you or ship them to another customer. Visit our Solution Provider Network for international return providers.

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