Prime Now offers returns for items within 30 days of when a buyer orders them. Most items sold through Amazon Prime Now follow Amazon's return policies, but some items have different policies or requirements associated with them:
Grocery items are not returnable but may be refundable.
Alcohol products are not returnable but may be refundable.
Hazmat, including flammable liquids or gases, are not returnable but may be refundable.
A seller may determine that certain products they offer on their store are not returnable but may be refundable.
For returnable items, we provide buyers with prepaid return shipping labels on your behalf. You can opt in to receive an email notification each time a buyer requests a return. When you receive a return shipment at your facility, the shipment will include a packing slip and Return Mailing Authorization (RMA) number to help you identify the return.
After you receive a return, we expect you to process a refund to the buyer within two business days via the Manage Returns workflow in Seller Central. If you do not process a refund within two business days, Amazon reserves the right to refund the buyer and charge the amount to your seller account. To avoid a negative customer experience, we recommend you actively monitor the refund to ensure that it is issued to the buyer in a timely manner. For guidelines on how much to refund the buyer for the return, see the Refunds section below.
For non-returnable items, the buyer will automatically receive a returnless refund as soon as they submit their return request. Even though you won't need to do anything to complete the request, you can still find these return requests in Manage Returns. No manual return process is required for such returns.
Items will automatically be categorized as non-returnable by Prime Now in the following circumstances. Sellers will not have capability to override these settings:
Note that you must flag all hazmat items for returnless refund by using the Return Attribute Overrides feature in Seller Central. You can also use this feature to offer returnless refunds for other SKUs in your inventory.
Sellers are responsible for refunding buyers the amount of the return items and any associated costs to the buyer of making the return, unless we determine that the failure to meet buyer promise was caused by Amazon employees, agents, or contractors. We will determine this based on the Return Reason provided to us by the buyer. If Amazon is responsible for the return, then we will refund the buyer and ask them to keep the item.
There are three cases when sellers can charge the buyer for the cost of return shipping or restocking. These are outlined in the following table. You can deduct the amount from the total refund amount when you process the refund to the buyer. In the Return Instructions section of the Returns Settings page, you must provide the following information to buyers: "In some situations, buyers could be responsible for return shipping and any restocking fees that may be applicable. This amount may be deducted from the refund amount."
|Return request||Buyer pays|
|1||The buyer returned an item in the original condition more than 15 days past the return window. The 15 days allow for return transportation from the buyer to the seller.||Up to 20% of item's price|
|2||The buyer returned a product that is damaged or not in original condition.||Up to 50% of item's price|
|3||The buyer changed their mind about a purchase because it was an accidental order or they no longer needed the item (“bought by mistake” or “no longer needed ” reason codes). They returned the item from that order in the original condition within the return window.||Return shipping cost|
Prime Now supports the following return reasons:
|Customer Return Reason Code|
|1||Product & shipping box both damaged|
|2||Item arrived too late|
|3||Received extra item I didn’t buy|
|4||Wrong item was sent|
|5||Missing parts or accessories|
|6||Product doesn’t meet expectations|
|7||Item defective or doesn’t work|
|8||Incompatible or not useful|
|9||Didn’t approve purchase|
|10||Inaccurate website description|
|11||No longer needed|
|12||Bought by mistake|
All returns you are responsible for will be recorded in your Return reports and Payments report:
You can choose to receive an email notification each time a buyer requests a return in Seller Central (select Settings, click Return Settings, then click General Settings). Additionally, you can download a report of all return requests you've received, including the status of each return (select Reports, then click Return Reports). Both the email and the report will include the Order ID, Tracking ID, Reason Code, Shipping Cost, Date Requested, RMA, and Comments.
Refunds and return shipping charge will be displayed on your Settlement and Payments reports. These costs will be separated from the order charges.
You can file an appeal if:
To maintain customer trust, sellers must process a refund to the buyer before filing an appeal. You can submit an appeal by going to Contact Us, followed by Selling on Amazon, and then Prime Now.
Amazon will review your appeal and might request additional information from you. Amazon will notify you of its decision.