All post-order contacts regarding Seller Fulfilled Prime orders will be directed to Amazon Customer Service.
Amazon Customer Service (CS) will provide, and have sole discretion in determining, all post-order customer service to Prime items including customer returns, refunds, and adjustments to Seller Fulfilled Prime items (such as return-less refunds, partial or full refunds, changes to the shipping speed, and shipping price for an order, refunds of the shipping charge, cancellation of an order, or returns including a refund outside the stated return window).
As a part of participation in Seller Fulfilled Prime, sellers agree that Amazon may charge the costs of any returns, refunds, or other adjustments and concessions related to Seller Fulfilled Prime items to your account.
Sellers remain responsible for pre-order buyer inquiries, inquires related to the products, and any order-related questions from CS. You agree that you will be respectful in handling all such contacts and meet the Prime high performance bar related to customer service and customer experience.
In general, CS will try not to contact you about Seller-Fulfilled Prime orders. In some cases, Amazon still needs your help to solve customer problems. If CS contacts you on behalf of a customer:
No, all in-policy return requests are auto-authorized. You do not need to take any action to authorize returns.
You have two business days to refund the item after you have received the return at your warehouse.
It is your responsibility to issue a refund to the customer upon the receipt of a return. However, CS reserves the right to provide a refund on customers' request in exceptional situations (refer FAQ No.6 below).
Amazon has sole discretion on providing refunds for customers within SFP, however
these are the most common scenarios where CS would issue a refund
Sellers are notified of refund decisions by Customer Service with information on why that refund has been issued (see FAQ No. 12).
Ordinarily, CS associates will resolve issues without contacting you. However, CS may contact you via buyer/seller messaging when the customer has a specific product question that the CS associate is unable to answer.
Ordinarily, Customer Service will ask the product to be returned before initiating a refund. In certain cases, Customer Service may make an exception and ask the product not to be returned. Amazon may reimburse you if your claim meets the criteria in the Seller Fulfilled Prime Reimbursement Policy.
At this moment, repair functionality is not available in SFP. Please accept the return and provide a full refund to the customer.
In certain cases, Customer Service may accept a return or provide a refund to the customer even outside the return window. These exceptions are made on a case-to-case basis depending on the customer situation.
No, if the customer was able to return the product it is because Customer Service provided an exception to the customer and accepted the return request outside the return window. You are required to accept all such returns. Amazon may reimburse you if your claim meets the criteria in the Seller Fulfilled Prime Reimbursement Policy.
To dispute a refund amount issued by Customer Service, please refer to Seller Fulfilled Prime Reimbursement Policy.
In certain cases, Amazon may reimburse you if you claim you should not be held responsible for the refund. You can create a SAFE-T claim to ask for reimbursement, please visit Seller Fulfilled Prime Reimbursement Policy to get more information about SAFE-T claims.
In the case where the refund happened because of poor carrier delivery performance, typically lost or damaged items, you should contact the carrier directly providing them full details of the case and seek compensation from them directly.