Hello @Seller_jvoi38uCkGuZK- and thanks for looking to the seller forums to confirm your approach for this situation.

Based on Amazon's return policies, I need to clarify a few important points:

For your first scenario: While issuing a refund is within your rights as a seller, you should process return requests through the official Manage Returns page to maintain proper documentation and ensure compliance with Amazon's policies. The proper process is to wait until you receive the returned item before issuing a refund so you can evaluate its return condition.

For your second scenario: As a seller, you must either:

• Provide buyers with a return address within Canada (since you're selling on Amazon.ca)
• Or pay for the return shipping costs if returning to an international location

Instead of handling returns through direct messages, I recommend following Amazon's standard return process:

• Respond to return requests within 24 hours through the Manage Returns page
• Review, authorize, or decline requests through the proper channels
• Process refunds through Amazon's system after evaluating returned items

This ensures compliance with Amazon's policies and provides better protection for both you and your customers. For complete information on managing returns, please see this dedicated help page.

Thank you,

Danny