When processing an international return for orders shipped to customers in
the three North American marketplaces, Japan, and the nine European marketplaces, you
must use one of the following methods listed below.
Effective August 16, 2021, for international returns, if you do not offer one of the following return methods within five days of a return request; Amazon may refund the customer on your behalf and charge the amount to your seller account.
Returnless Refund: Offer a full refund without requesting that
the item be returned
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
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
. Additionally, you will not have the option to provide your own prepaid return shipping label to US customers. You also must issue refunds within two business days of receiving the returned item. Visit Prepaid returns for seller fulfilled orders
to learn more.
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
If you are fulfilling customer orders in the US from outside the US, you must provide Amazon with a valid US return address (for items under $25). Amazon will use this address to generate prepaid return labels for customers on eligible return requests. If a US return address is not provided, Amazon will issue the customer a refund for eligible returns without requiring the item to be returned (Returnless Refund). Our international returns provider on the Solution Provider Network
may be able to help if you do not have a local return address.
How to offer each return method
Follow the steps below to offer a full refund without requesting that the item be returned.
From the Orders drop-down menu, click Manage Returns.
Select the return you would like to refund, and then click Issue Refund.
Select Buyer Return as the reason for the refund, and process a full refund.
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.
You can automate returnless refunds 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 resolutions
Provide a domestic return option:
Follow the steps below to provide a local return address.
From the Settings drop-down menu, click Account Info.
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.
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.
If you do not have a
local return address, an international returns provider on the Solution Provider Network
may be able to help.
prepaid international return shipping: Follow the steps below to provide a
pre-paid return mailing label for a return request.
On the Orders drop-down menu, click
Click Authorize Request
for the return request you would like to approve.
In the Your return mailing label
section, select I will provide a pre-paid
mailing label for this request.
Upload a shipping label, select the carrier used, and enter the
Tracking ID if you have
Set the return label cost to
0.00 to ensure the buyer is not charged for return shipping.
If we notice 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:
For international returns, you are responsible for complying with all the 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.
Offering partial refunds:
In certain situations, it may 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. For additional details, see Issue a Partial Refund.
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.