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This article applies to selling in: United States

Replacements for seller-fulfilled returns

SFP and MFN customers will now have the option to select a replacement for all returns that are eligible under the Prepaid return label program should the original item arrive damaged, defective, or materially different. This option will only be offered if the inventory of the original item (in the same quantity and condition) is available in-stock in your Seller Central account at the time of return request.

When a customer requests a free replacement for their damaged, defective, or materially different seller-fulfilled return through the Online Return Center on Amazon, we will create a zero value replacement order and will provide an Amazon prepaid return label to return the original item. Customers will have seven calendar days to drop-off their original item using Amazon’s prepaid return label. We will notify you to ship the replacement order once we receive confirmation of the customer dropping off their original item.

Items that contain a returnless refunds rule set will have the option of a returnless replacement, should the original item arrive damaged, defective, or materially different.

To help protect you from bad returns, you will be able to file for reimbursements in cases where the condition of the original product is used or damaged by customers, or materially different from what was sent to the customer. To learn more, see the Reimbursement policy for Prepaid Return Labels (PRL) in the Merchant Fulfilled Network (MFN).

Frequently asked questions

What if I do not have inventory for fulfilling the replacement order?

Customers are offered a replacement, only if the original item is available and in-stock in your Seller Central account at the time of the return request. If there is no inventory available, you may cancel the replacement order and issue a refund. Similar to a traditional order, cancelling a replacement will affect your Cancellation Rate (CR).

How do I identify a replacement order in my account?

You can identify a replacement order from the Manage Orders page. A Replacement badge is present next to the Order ID.

How can I find the original Order ID for a replacement order?

You can find the original order in the Order Details page by clicking on the Replacement Order ID. For more details about the original Order ID, click on the Original Order ID option.


How do I know the return status of the original order?

You can check the status of return by selecting Orders > Manage Returns > Select Order ID > View more details to find return tracking information of the original order.

How do I know if a return request has a Replacement Order associated to it?

You can identify if a return request has a replacement order placed against it on the Manage Seller Fulfilled Returns page. A Replacement Requested badge is present.


How do I find the replacement Order ID tied to a return request on the Manage Seller Fulfilled Returns page?

You can find the replacement Order ID of a return request on the Manage Seller Fulfilled Returns page by clicking on the View more details drop down.

How do I know if a returnless replacement was issued on a return request?

The returnless resolution rules you have set in Returns settings determines whether items are eligible for a returnless replacement. You can identify the type of replacement provided by clicking on the View more details section of a return request.

  • For free replacements, sellers will see "Replacement" as the return resolution on the return request.
  • For returnless replacements, sellers will see "Returnless Replacement" as the return resolution on the return request.

How do I know if a return request is placed on a replacement order?

You can identify if a return request is made against a replacement order on the Manage Seller Fulfilled Returns page. A Replacement badge is present.


How can I find the original Order ID for a replacement order on the Manage Seller Fulfilled Returns page?

You can find the original Order ID on the Manage Seller Fulfilled Returns page by clicking on the View more details drop down.


In what cases am I able to file a SAFE-T claim for the original product?

Based on the condition of the original product and in line with the Reimbursement policy for Prepaid Return Labels (PRL) in the Merchant Fulfilled Network (MFN), you may be eligible for reimbursement.

Do I get paid for fulfilling a replacement order?

No. Replacement orders have no value and you are not paid, or charged for any differential price between the price of an original order and the price of the replacement order.

Am I charged a Selling on Amazon fee for a replacement order?

No. You are not charged any additional fees for fulfilling replacement orders.

Can another replacement be provided if a replacement order is returned by the customer?

No. If the customer is unhappy with a replacement item, they need to return the item to obtain a refund.

What happens in case the replacement order is rejected by the customer or is undeliverable?

The replacement item is returned to you.

How do I enroll or unenroll from replacements?

Replacements for seller-fulfilled returns is automatically offered as part of the Prepaid return label program.

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