Cet article s'applique à la vente en : Canada

Seller Fulfilled Prime refund reimbursement policy

When Amazon issues a refund to a customer in connection with a Seller Fulfilled Prime sale and you are charged for it, you may file a claim for reimbursement. At Amazon’s sole discretion, you may be issued a reimbursement in cases where Amazon determines that you were not at fault.

Possible cases for reimbursement

Below is a list of possible cases where you could be considered eligible for a reimbursement. These situations do not guarantee a reimbursement, and Amazon maintains sole discretion to determine what reimbursement value, if any, is issued.

You may be eligible for reimbursement if:

  • Amazon determines that the buyer abused Amazon's return or refund policy.

With all reimbursement claims, it's your responsibility to reply to information requests from Amazon investigators. Failure to provide sufficient information will result denial of your claim.

Reimbursement values and restrictions

The following restrictions apply to reimbursements:

  • Reimbursements for a single item will not exceed $5,000. For items valued at more than $5,000, we suggest that you purchase third party insurance.
  • Allow 15 days from the date that a refund was issued to allow the customer to return the product before submitting a reimbursement claim.
    Note: In cases where a product is not eligible for return, do not wait 15 days. This urgency applies to, for example, unreturnable hazmat, consumable or perishable products, etc.
  • Chargeback claims are not covered by this policy. If you receive a chargeback claim, it is your responsibility to reply to information requests from Amazon investigators. Failure to provide sufficient information will result in denial of your claim. Please see our full chargeback policy for further details.
Note: You will receive a notification when your case is being investigated. Make sure to respond to any further requests from investigators.

How to file a reimbursement claim


  1. Visit our Contact us.
  2. Select Selling on Amazon, click Seller Fulfilled Prime, and then click Reimbursement request.
  3. Describe the details of the situation surrounding your claim and be sure to include the order number for the claim.
  4. Explain why you should qualify for reimbursement.
  5. If you want to upload an attachment (such as a photo), please provide as much relevant supporting information as you can to support your claim.
  6. Verify that your email is correct and then click Send.
    Note: You will receive a notification when your case is being investigated. Make sure to respond to any further requests from investigators.

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