By participating in Seller Fulfilled Prime, sellers must agree to the following requirements for all items enrolled in Seller Fulfilled Prime (“Prime items”). You must adhere to requirements for the purchase of shipping labels, customer service and customer returns applying to all orders of Seller Fulfilled Prime items, regardless of whether the buyer is a Prime member.
If Amazon determines that a seller’s actions or performance may result in harm to customer trust, violations of our terms or policies or cause other risks to customers or Amazon, then we may, in our sole discretion, disable or remove applicable Prime item offers, Seller Fulfilled Prime eligibility or selling privileges.
For more information, see Maintain enrolment in Seller Fulfilled Prime.
Sellers must offer Prime members the Prime shipping benefits described below for all Prime items.
|Shipping Speed||Eligible Addresses|
|FREE Two-Day Shipping||All addresses in Prime-eligible areas, except those marked as ineligible below.|
|FREE Standard Shipping||
Sellers must also offer free shipping to Prime members who select delivery options that are slower than the Prime shipping benefits for which they are eligible. Sellers must offer all buyers free standard shipping for Prime items, regardless of whether the buyer is a Prime member.
Shipping prices paid by customers
Buyers who are not Prime members pay the shipping rates that you set.
|Prime-eligible rural||Not supported||Not supported|
|Northern territories||Not supported||Not supported|
We direct all post-order contacts regarding Prime items to Amazon Customer Service. Amazon will provide, and have sole discretion in determining, all post-order customer service, including customer returns, refunds and adjustments, related to Prime items. Sellers agree that Amazon might charge the costs of any returns, refunds or other adjustments and concessions related to Prime items to the seller’s account. Sellers remain responsible for pre-order buyer enquiries and enquiries related to their products.
A guaranteed delivery date message will be displayed on the item detail and checkout pages for all Prime items eligible for Two-Day shipping.
To ensure a great customer experience, all Prime items are subject to Amazon’s return policies. Prime items will have auto-authorization of returns initiated within that item’s return window (when you enrol the item in Prime, you must enable auto-authorized returns via your shipping settings). Amazon Customer Service may make case-by-case exceptions to the return policies, including accepting returns for Prime items past stated return time frames. See Customer Service above for more details.
Customer service and returns requirements and policies
|Item||Policy or requirements|
|General return expectations||Buyers requesting to return a Prime item within Amazon’s return policy will have their return approved immediately and will receive a pre-paid return mailing label via Canada Post.|
|Return shipping location||All returns of Seller Fulfilled Prime items will be shipped to the return address provided on the Settings > Account Info page in Seller Central.|
|Charges for the return shipping label||Sellers will be responsible for the cost of return shipping labels for all Prime items, except as outlined in the “Charges for return shipping” section below.|
|Refund processing time||All returned Prime items must be processed and refunded within two business days of the item arriving in a seller’s warehouse.|
|Refund amount||Generally, a full refund must be granted to the customer when a Prime item is returned, subject to the following exceptions:
|Delivery Refunds||If a buyer does not receive a delivery of a Prime item, even if the package tracking information indicates it was “delivered,” the seller must grant a full refund for the order. We recommend that sellers consider purchasing delivery insurance for shipments to cover this.|
|Customer returns exceptions||To ensure a great customer experience, Amazon may make case-by-case exceptions to the return policies, including accepting returns for Prime items past the stated returns time frame. If Amazon accepts a return within the 15 days following the end of the stated returns window, the return must be processed the same as if the product was received during the returns window.|
Sellers are responsible for the return shipping cost of any Seller Fulfilled Prime items that buyers return, except as outlined in the table below. The cost of return shipping may only be deducted from the buyer’s refund according to the reason codes detailed below.
Customer return reason codes
|#||Return Codes||Paid by|
|2||Better price available||Buyer|
|3||The shipping box or envelope isn’t damaged, but the item is damaged||Seller|
|4||Missed estimated delivery date||Seller|
|5||Missing parts or accessories||Seller|
|6||The shipping box or envelope and item are both damaged||Seller|
|7||Wrong item sent||Seller|
|8||Defective or does not work properly||Seller|
|9||Arrived in addition to what was ordered||Seller|
|10||No longer needed or wanted||Buyer|
|12||Description on website was not accurate||Seller|
|13||Damaged during shipping||Seller|
|14||Performance or quality not adequate||Buyer|
|15||Incompatible or not useful for intended purpose||Buyer|
|16||Damaged due to inappropriate packaging||Seller|
|17||Part not compatible with existing system||Buyer|
|18||Excessive installation or did not install||Buyer|
In addition to providing free returns for the reasons detailed above, sellers must provide free returns for all Seller Fulfilled Prime items in the following product categories regardless of the reason code selected by the buyer:
Most Seller Fulfilled Prime items that are classified as hazardous material (“hazmat”) or potentially hazmat are not returnable by customers. Unreturnable items will be blocked in the Online Return Centres. However, customers will be able to call Amazon Customer Service for a refund on these items and Amazon Customer Service might issue a refund for unreturnable items in its sole discretion. Amazon might charge the costs of any refunds to the seller’s account. If you believe an item has been incorrectly classified as hazmat, contact Selling Partner Support for assistance.
Sellers cannot create separate offers for the same ASIN and list one of them as a Seller Fulfilled Prime offer and the other as a seller-fulfilled offer (without prime). Offers on the same ASIN that have the same attributes, conditions and condition notes are considered identical offers.
Sellers cannot enrol in Seller Fulfilled Prime any products that have a future restock date. If a seller runs out of inventory on a specific product, this product should be removed from the program until its inventory has been replenished.