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Let's Talk Replacements for Seller Fulfilled Orders
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Eligible seller-fulfilled Prime and network buyers now have the option to request a replacement for returns that are eligible under the Prepaid return label program, if the original item is damaged, defective, or materially different. This replacement option is only available if the original item is in stock in the seller's Seller Central account at the time of the return request.
When a buyer requests a free replacement, Amazon will create a zero-value instant replacement order that the seller must fulfill. The buyer has 30 days to return the original item using the provided prepaid return label.
In some cases, Amazon will only notify the seller to ship the replacement after confirming the buyer has dropped off the original item.
Sellers can file for reimbursement if the original item's condition is used, damaged, or materially different from what was sent. If the buyer fails to return the original within 30 days, the seller may be eligible for automatic reimbursement.
Items with a returnless resolution rule set have the option of a returnless replacement if the original is damaged, defective, or different.
Additional information on Replacements for seller-fulfilled returns can be found in this help page.
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1 reply
Seller_GYBivd6QH6hzX
It would have been nice if someone had offered to talk to us about this disastrous policy before it'd been put in place.
It's not your policy so I'm not going to downvote this reiteration of how it works. But certainly not going to upvote it, lest the Bots That Be think that means I -or literally anyone here- is in favor of it.
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