To ensure a consistent experience for buyers, you must match or exceed Amazon's return policies.
If a buyer requests a return, Amazon will send you an email that includes the reason for the return. We recommend that you respond to return requests within 24 hours. If the buyer's request doesn't comply with our return policies, we will tell you in the email.
To process the return request, go to your Manage Returns page, where you can review, authorize or decline requests. To get there from your seller account, click the Orders drop-down menu and then click Manage Returns.
To learn more about returns, see Process return requests.
If you are located outside the country in which you are selling, you must do one of the following:
For example, if your listing is on Amazon.ca, the return address must be within Canada.
If you authorize the return request and want to refund the order, you can choose from several options. For more information, see Refund options. We encourage you to wait until you receive a returned item before issuing a refund so you can evaluate its return condition. To learn more, see Things to consider before issuing a refund.
You can issue a concession in addition to or instead of refunding order amounts. 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?
When you approve a buyer's return request, Amazon sends the buyer a return label with an address. By default the return label is not prepaid. However, you can upload a custom pre-paid return label if you choose to pay for return shipping. For more information, see Return labels.
If a buyer contacts you directly to cancel a return request, ask them to cancel it through their Amazon account. You'll get an email when buyers cancel pending requests.
Amazon manages returns and refunds of orders shipped through FBA. To learn how Amazon manages returns, go to Customer Returns for Orders Fulfilled by Amazon.