Amazon authorizes US returns that fall within Amazon’s returns policy. We provide customers with prepaid return shipping labels on your behalf through Buy Shipping services. We only send you return requests for manual review that are outside of Amazon’s policy or exempt from this requirement.
Review the relevant sections to familiarize yourself with the specific details of prepaid returns.
|Item||Policy or requirements|
|Maintain account requirements||To provide prepaid return shipping, you must ensure that your account is properly enabled.
|The return process||You receive an email notification each time a customer requests a return and receives a prepaid return shipping label. Furthermore, the Manage seller-fulfilled returns tool in Seller Central will display all returns. For details, visit Manage seller-fulfilled returns.|
|Multiple return addresses||You can configure multiple return addresses for each of the marketplaces you offer listings. You can either configure a rule or specify SKUs for which you want different return addresses. For details, visit Multiple return addresses.|
|Returnless resolutions||You can offer returnless resolutions. This occurs when you issue a refund or replacement and let the buyer keep the product. If a buyer requests a return that is eligible for a returnless resolution, they will receive either a full refund or the option to receive a replacement item once they submit their return request. Even though you will not need to do anything to complete the request, you can still find these return requests in Manage Returns. You will no longer have to process refunds for these returns manually. For details, visit Returnless resolutions (refunds/replacements).|
|Return shipping||Either UPS or USPS provides return shipping for seller fulfilled orders through Buy Shipping services. For details, visit Prepaid return shipping carriers and Shipping costs for seller fulfilled returns.
Important: We will charge your account for the return label cost only when the buyer returns the package to the carrier.
|Refunds and cost of shipping||For handling refunds and cost of shipping, visit Refunding shipping cost.|
|Reports for prepaid returns||All prepaid returns are recorded in your Settlement and Payments report and the Returns report.
|Ineligible items||Prepaid return shipping labels are not always provided for auto-authorized returns. For details, visit Ineligible items for prepaid returns.|
|Customer returns exemptions||Several categories and subcategories are automatically exempt from prepaid returns. You do not need to request exemptions for these categories.
The following programs and categories are automatically exempt from prepaid returns:
You can request exemptions from prepaid return labels only for SKUs that fall under the following categories:
The exempted SKUs will be validated against the ASIN price and item condition across Amazon and the exemption reason code ‘HIGH_PRICE_GREATER_USD100’ to ensure it is rightly used. In addition, only active SKUs will be eligible for exemptions from prepaid return labels.
Effective September 2, 2021, exemptions due to the below reason codes will not be supported:
For details, see visit Request exemption from automatic return approvals.
Note: To offer returnless resolutions for specific SKU’s, go to Returnless resolutions (refunds/replacements).
Note: To configure multiple return addresses for specific SKU’s, visit Multiple return addresses.
|Appeal a refund||
You can file an appeal if Amazon authorized a return or refund on your behalf that you don’t believe should have been authorized.
For customer-returned damaged item: Please provide appropriate photo evidence linking the return to the purchased product when creating your claim. Also, attach all the necessary support documentation. For example, supportive images of the damaged items, image of the shipping label, Tracking ID, delivery proof or any additional information you see necessary to review your claim.
Note: Per Restocking Fee Policy, for customer-damaged products, the reimbursement will be limited to a maximum of 50% of the order value of the product.
Sellers can self-serve enroll in the Prepaid Returns Label program through the Manage Seller Fulfilled Returns tool. Sellers who are not part of the Prepaid Return Label program will see messaging that states, “Get access to faster returns by taking advantage of the Prepaid Returns Label program. Learn more.” To register, click Enroll.
Sellers are responsible for filing a claim directly with the carrier if a return is lost or damaged in transit. If this happens, process a full refund to the customer and file a claim directly with the carrier to receive a reimbursement.
The shipping weight used to calculate the price of return shipping is the listed weight displayed on the Product Detail page. However, if you have purchased a label through Amazon’s Buy Shipping Services for fulfilling your orders, we will use that weight instead. If there is no weight on the Product Detail page and you have not used Buy Shipping services, we will default to 4.9 lb.
If the shipping weight displayed on the Product Detail page has been provided by another seller, Seller Support will require proof of the correct shipping weight in order to initiate a change.
Through the enrollment of your account into prepaid returns, Seller Fulfilled Prime (SFP), or Prime Now, eligible returns are automatically authorized and an Amazon prepaid return label is issued to the buyer. As a result, you do not have the option to issue your own prepaid label or an Amazon unpaid label.
You can consider the following options:
All US Sellers are automatically enrolled into Amazon's Prepaid Returns Label program per the Selling on Amazon policy.