When processing an international return for orders that you ship to customers in the United States, the five European marketplaces (Italy, France, Germany, Spain, United Kingdom), Japan, Mexico, and Canada you must use one of the three methods listed below.
Return method options:
Method 1: Offer a full refund without requesting that the item be returned
- OR -
Method 2: Provide a local return address in the buyer's marketplace. For example, if you sell on Amazon.co.uk, you will provide a return address in the United Kingdom. If you do not have a local return address, an International Returns Provider on the Solution Provider Network may be able to help.
- OR -
Method 3: Provide a pre-paid return mailing label for a return request from the marketplace in which you are selling. For example, if you are selling on Amazon.de and shipping from China, you will provide the customer with a return label from Germany to your location in China. We recommend that prepaid return shipping labels include tracking.
Important: If your return is to an address outside of the marketplace of sale, you cannot ask the buyer to pay for shipping.
How to offer each return method
Method 1: Offer a full refund without requesting that the item be returned:
From the Orders drop-down menu, click Manage Returns.
Select the return you'd like to refund, and then clickIssue Refund.
Select Buyer Return as the reason for the refund, and process a full refund.
Close the returns request by selecting Refund without return as the reason for closing the request and provide comments to the customer.
Important: If you’re issuing a Refund without return, you must refund the exact amount had the item been returned to you. Negotiating a partial refund is not an alternative to a return.
Return method 2: Provide a local return address. To update your local return address:
From the Settings drop-down menu, click Account Info.
On the Seller Account Information page, in the Shipping and Returns Information section, click Return Information.
Select an existing local address as your default return address or enter a new default return address.
Note: This must be a valid address that you are authorized to use.
If you do not have a local return address, an International Returns provider on the Solution Provider Network
may be able to help.
Return method 3: Provide a pre-paid return mailing label for a return request:
On the Orders drop-down menu, click Manage Returns.
Click Authorize Request for the return request you'd like to approve.
In the Your return mailing label section, select I will provide a pre-paid mailing label for this request.
Upload a shipping label, select the carrier used, and enter the Tracking ID if you have it.
Set the return label cost to $0.00 to ensure the buyer is not charged for return shipping.
Alternatively, you can email the pre-paid return label to the customer from the Buyer-Seller Messages section of your Seller Central account.
Examples of providers of pre-paid labels include:
As you consider how your customers will return items that they purchase from you, please keep the following options in mind:
For international returns, you are responsible for complying with all import and export obligations, and for payment of all applicable duties and customs fees.
Using Fulfilment by Amazon:
When you choose FBA, Amazon will handle local returns on your behalf for FBA orders in that marketplace, so you don't have to worry about providing a local return address. To learn more about FBA returns, see Customer Returns for Orders Fulfilled by Amazon.
Implementing restocking fees and offering partial refunds:
In certain situations, it is appropriate to charge the customer a restocking fee or offer a partial refund on the product being returned. Restocking fees or partial refunds must comply with Amazon's policies on returns, including for Returns and Restocking Fees.
Engaging a third-party International Returns Provider:
We have created a list of returns providers that can accept returns in your customers' countries. Depending on your sales volume and unit price, International Returns Providers may offer solutions that reduce the costs you incur when customers in other counties return your products. For example, some providers will consolidate returns and ship them back to you or ship them to another customer. Visit our Solution Provider Network for international return providers.