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This article applies to selling in: Canada

Returns, refunds, cancellations and claims


To process a return request, go to Manage returns page, where you can review, authorize or decline requests. You can also access the Manage returns page by clicking the Orders drop-down menu in Seller Central.

Note: Before issuing a return, ensure that the order is not a Seller Fulfilled Prime order. To check whether it is a Seller Fulfilled Prime order, go to Seller Central to see if there is a Prime badge associated with the order. For details, go to Program Terms for Seller Fulfilled Prime.

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.

Important: Once you receive a return, we expect you to process a refund to the buyer within two business days. 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, actively monitor the refund to ensure that it is issued to the buyer in a timely manner.

Important: To ensure a consistent experience for buyers, you must match or exceed Amazon’s return policies. When we calculate the returned product delivery time, we take into consideration that carriers might scan the package up to 24 hours prior to actual delivery to your facility. If a buyer received reimbursement after filing an A-to-z Guarantee claim and you believe that the reimbursement should not have been made, go to Appeal an A-to-z Guarantee claim to appeal the decision.

We recommend that you respond to return requests within 24 hours. For additional information regarding how to manage your returns, go to Manage seller-fulfilled returns.

If you have an order that is returned damaged and you believe that the damage was related to the carrier, use the Optional coverage for loss or damage process to file a claim.


You need to process a return when you have received a return request from a buyer, a returned shipment or have arranged to refund a purchase.

You can issue refunds in full or in part via the Manage Orders tool. Refer to Issue a refund and Refund options for more information.


If a buyer asks you to cancel an order and you have not yet shipped and confirmed the shipment, you can cancel it in Manage orders or use an order cancellation feed.

Refer to Order cancellations and Cancel multiple orders with the order cancellation template for additional information.

If you have already confirmed an order as shipped, you can authorize the return request in Manage returns.


The Amazon A-to-z Guarantee protects buyers when they buy items sold and fulfilled by you directly. Our guarantee covers the timely delivery, condition and return experience of items you sell. If buyers are unsatisfied with any of the above, and cannot reach a resolution with you, we enable them to file a claim with us. You can refer to the claim eligibility polices on the A-to-Z Guarantee page.

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