FBM Return Instructions Removed in August 2026 – What Is the Replacement?
We saw this notice for the first time a few days ago, I'm assuming most sellers now have as well:
“Starting August 2026, the option to add return instructions in your return settings will no longer be available.”
Today, the field has been removed from both our Return Settings, and the individual Manage Seller-Fulfilled Returns / Authorize Return screen.
This is a big change, and all we're getting is one sentence to explain it!?
We manually authorize FBM returns and use Amazon generated unpaid return labels, so the customer remains responsible for return shipping on returns unless the item is truly defective. The problem is that we can no longer provide the customer with any specific return instructions. We previously used the return instructions to tell customers that items had to be unused, include packaging, etc., and also explain that they were responsible for the return shipping when it's not an error on our part.
Has Amazon replaced these instructions with something generic, or are customers now just receiving the label and no instructions at all? This seems like a step in the wrong direction and I worry it's going to lead to confusion on the customer's part, and damaged/used/incomplete items being sent back to us more frequently.
I'd be interested in hearing others thoughts on this, and some more information from Amazon on what information is now given to the customer when their return is authorized.
FBM Return Instructions Removed in August 2026 – What Is the Replacement?
We saw this notice for the first time a few days ago, I'm assuming most sellers now have as well:
“Starting August 2026, the option to add return instructions in your return settings will no longer be available.”
Today, the field has been removed from both our Return Settings, and the individual Manage Seller-Fulfilled Returns / Authorize Return screen.
This is a big change, and all we're getting is one sentence to explain it!?
We manually authorize FBM returns and use Amazon generated unpaid return labels, so the customer remains responsible for return shipping on returns unless the item is truly defective. The problem is that we can no longer provide the customer with any specific return instructions. We previously used the return instructions to tell customers that items had to be unused, include packaging, etc., and also explain that they were responsible for the return shipping when it's not an error on our part.
Has Amazon replaced these instructions with something generic, or are customers now just receiving the label and no instructions at all? This seems like a step in the wrong direction and I worry it's going to lead to confusion on the customer's part, and damaged/used/incomplete items being sent back to us more frequently.
I'd be interested in hearing others thoughts on this, and some more information from Amazon on what information is now given to the customer when their return is authorized.
6 replies
Seller_3ZQifw8pYqzkJ
Would like to know what return instructions are being provided to the customers as well. The Returns Settings page barely has any information going forward.
Billy_Amazon
Hello @Seller_ld3sVBi7pIpk3,
Thank you for raising this. I understand how important the return instructions field was for setting clear expectations with buyers, especially when items need to be returned unused and in original packaging.
I don't have specific details yet on what standardized messaging Amazon is now providing to buyers when a return is authorized. I want to be transparent about that. What I can share are some practical steps to help you maintain control over your return process going forward.
What you can still do:
- Use Buyer-Seller Messaging proactively - When you manually authorize a return, you can still communicate directly with the buyer through the "Contact Buyer" option in Manage Returns. You're permitted to send messages related to completing the return, including asking return-related questions or providing information needed to process it.
- Review your Return Settings - While the custom instructions field is gone, you can still adjust other return preferences within your Return Settings. For returns that are out-of-policy or category-exempt, you'll continue to manually authorize those, which gives you a touchpoint with the buyer.
- Leverage restocking fees where applicable - In the US, CA, and UK marketplaces, you can apply a restocking fee for returns that come back in a condition other than what was sent.
I hear your concern about receiving incomplete or damaged returns without clear buyer instructions. If the above steps don't fully address your needs, you can reach out to Seller Support referencing this change to get the most current details on what buyers now see during the return flow.
Regards,
Billy
Seller_zGoDlPZLneGhF
Another disasterous decision by the "geniuses" running the show. This change does not positively impact the customer experience whatsoever. It does the exact opposite.
