Close the return request if you plan to provide a refund without requiring the product's
return or if you decide not to accept a return (for example, if the request is outside of
Amazon return policies). To
Once the request is closed, Amazon will send the buyer a message with the closure reason. A buyer also can close a return request. You will receive an email notification when a buyer closes a return request.
To encourage buyers to have confidence when they make purchases from sellers, it is important to provide buyers with excellent service during the returns process. If the cost of a return (yours’ or the buyer’s) exceeds the value of the original product, consider reaching out to the buyer. In such cases, you may offer to let the buyer keep the original item and still receive a full refund.
If you do not provide an option for the buyer to keep the original product, and if they will be responsible for return shipping costs close to or exceeding the product’s value, we recommend you to contact the buyer to inform them about the shipping cost. If possible, offer credits, incentives (such as a discounted shipping rate), or both to provide a better experience. You can issue a concession in addition to or instead of refunding order amounts for any order. For more information, see Issuing concessions.
If the buyer says the order never arrived, see What if a buyer says they did not receive their order?