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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 United States, you must use one of the following return methods depending on your default return address:

For international sellers with a default US return address

  • Amazon’s prepaid returns service: If you have a default US return address, you must use Amazon’s prepaid returns service. For items returned using prepaid returns service, you are required to issue refunds within two business days of receiving the returned item. Also, for items that are exempt from Amazon’s prepaid returns, you will have the option to provide your own prepaid return shipping label to US customers.
  • Returnless refund: Offer a full refund without requesting the item to be returned.

For international sellers without a default US return address

  • Automated returnless refund: If you are fulfilling customer orders in the US from outside the US and a default US return address is not provided, Amazon will automatically issue the customer a returnless refund for eligible returns equal to or under 25 USD without requiring the item to be returned.
  • Returnless refund: For return items above 25 USD, you may offer a full refund without requesting the item to be returned.
  • Provide prepaid international return shipping: Provide your own prepaid return mailing label for a return request from the stores in which you are selling. For example, if you are selling on Amazon.com and shipping from China, you will provide the customer with a return label from the United States to your location in China. We recommend that prepaid return shipping labels include tracking.
  • Enroll with a service provider: Our international returns provider enrolled in the Returns Provider program or a provider on the Solution Provider Network can help if you do not have a local return address. Using the US domestic return address established as part of your use of a service provider, you will automatically be enrolled into the Amazon Prepaid Return Label program.
  • Automated Refunds: If you do not offer any of the above 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.

Important: For international returns, the cost of return shipping is always the seller’s responsibility, even for faulty returns. If you offer a domestic return option, you are not required to refund the cost of the original shipping for faulty returns. For faulty returns, you must also refund the cost of original shipping.

Return methods:

Returnless Refund

Follow the steps below to 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 click Issue refund.
  3. Select Customer return as the reason for the refund, and process a full refund.
  4. Close the returns request by selecting Issued 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 paid for the item. Negotiating a partial refund is not an alternative to a return.

You can automate returnless resolutions for orders shipped to customers in United States based on item price, category, and return reason. For more information on setting this up, go to Returnless resolutions.

Provide a domestic return option

Follow these steps to provide a local return address:

  1. From the Settings drop-down menu, click Account Info.
  2. Select an existing local address as your default domestic return address or enter a new default return address.
    Note: This must be a valid address that you are authorized to use.
  3. Click Submit.
Important: If you do not have a local return address, an international returns provider enrolled in the Returns Provider program or a provider on the Solution Provider Network can help.

Provide prepaid international return shipping

Follow these steps to 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. Under 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.
  5. Set the return label cost to 0.00 to ensure that the customer is not charged for return shipping.

If we determine that you did not follow these requirements, we shall proactively issue a refund to affected customers, allowing them to keep or discard the item.

As you consider how your customers will return items that they purchase from you, note the following options:

Customs

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 store, so you don't have to worry about providing a local return address. For more information on FBA returns, go to FBA customer returns policy.

Offering partial refunds:

In certain situations, it may be appropriate to offer a partial refund on the returned product. 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 or dispute resolution issues and are made at the discretion of the seller. For example, the item arrived slightly damaged or there were minor discrepancies in the product description. 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 more information, go to Issue a Partial Refund.

Engaging a third-party international returns provider:

We have created a list of return providers who can accept returns in your customers' countries. Depending on your sales volume and unit price, international return 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. For a list of international return providers, go to Returns Provider program or Solution Provider Network.

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