30-day return window
I am trying to understand specific amazon policies. According to the policies, as a seller, "You are not required to accept returns beyond the return window." https://sellercentral.amazon.com/help/hub/reference/G201725780
A different amazon document says that the return window is 30 days.
My buyer received an electronic camera. Then he opened the "return case" stating that the item does not work. A return label was issued immediately.
He returned the item 38 days after the day it was delivered to him. This is beyond the 30-day amazon-established return window.
Can I CLOSE this return without any refund to the buyer - by clicking "Completed" --> Item not returned within the return window?
Is there a customer service representative who can clarify these rules?
30-day return window
I am trying to understand specific amazon policies. According to the policies, as a seller, "You are not required to accept returns beyond the return window." https://sellercentral.amazon.com/help/hub/reference/G201725780
A different amazon document says that the return window is 30 days.
My buyer received an electronic camera. Then he opened the "return case" stating that the item does not work. A return label was issued immediately.
He returned the item 38 days after the day it was delivered to him. This is beyond the 30-day amazon-established return window.
Can I CLOSE this return without any refund to the buyer - by clicking "Completed" --> Item not returned within the return window?
Is there a customer service representative who can clarify these rules?
10 replies
Seller_3wzBczgcWe0Ch
It has been my experience that the customer need only hit the return item button within 30 days then actually send it back whenever. I have heard seller complaints of getting items back a year later.
Seller_Hi7wbO2Kbo6bl
The return window dates from delivery (and is greatly extended around holiday season).
That is the time frame for the buyer to initiate action of some sort.
There is no practical hard and fast rule for how long they have to return it. The return label may have an expiration period.
Seller_JELEnXFOrnw4L
And then what? will you ship it back to the buyer?
In my opinion, you should refund, otherwise, you will be exposed to negative feedback, amazon case, and even a charge back.
Can I CLOSE this return without any refund to the buyer -
Seller_kIukTwdhvntAp
As the others note this can be a confusing area.
The buyer has 30 days from the date of delivery to OPEN a return case.
If we follow the thought that you have about it, if they open a return on day 29 they would have to overnight it to you to get back by day 30. Of course that overnight shipping could be a LOT of money out of your pocket so rethink that idea.
What happens is the buyer opens the return within 30 days? They get the prepaid label from Amazon. THEN the waiting game begins.
In theory they have 30 days to send it back but remember that this is Amazon. They coddle and pamper buyers so the length of time is open to interpretation by Amazon and has been known to allow ridiculous lengths for returns even without it being in a 'holiday' period.
They USED to say that the buyer had to notify you within 15 days of delivery if a product was defective but that changed. Apparently Amazon felt the 'buyer' should be able to borrow the equipment for longer than two weeks.
Seller_wqZsATRdMxtMw
According to Amazon, customers have a total of 45 days from the date of delivery to return an items. 30 days to initiate a return and an additional 15 days to have the items in transit. so 38 days would be within that.
Here's the exact text from Amazon:
"Important: Most items bought on Amazon.com, including those that are seller-fulfilled, can be returned within 30 days of the Estimated Delivery Date. However, the timing may vary based on the product category in accordance to Amazon’s Return policies. To determine if a product has a longer return timeline, go to Amazon.com Returns Policy.
Following authorization of a return request, the buyer has 15 days after the return window closes, allowing for transit time for a buyer to return an item."
Tiff_Amazon
Hi @Seller_qME15z3gXrVlT:
Tiff here from Amazon. Did you have a chance to review the replies from fellow sellers in the thread? They provide a few perspectives on how they think about handling returns & refunds.
In addition, here are some related resources that discuss the return policy, return windows, and how to handle completing a return:
- Complete or Close a return request - Return requests that are refunded in full, are automatically completed. Return requests not actioned within 50 days from return creation (such as, if the return item is not sent back to the merchant) will be closed automatically. Return requests, where a partial refund was issued and there is no update after 30 days will also be closed automatically. You can find completed return requests on the Completed tab on the Manage Seller Fulfilled Returns tool.
- Return Policy
- Please see below for a similar forums discussion on return timelines
Returns, refunds, cancellations, and claims
As a general rule: buyers have 30 days following the last day of the Estimated Delivery Date to file their return request. (Note: that's 30 days after the EDD and not receipt of the item.)
Following authorization of a return request, the buyer has 15 days after the return window closes, allowing for transit time for a buyer to return an item.
I wrote "as a general rule" because some product categories have different return policies, and there are extended return periods during the holiday season.
As per our Guidelines for charging restocking fees, sellers can charge a restocking fee of up to 20% if the buyer returns an item in the original condition outside of the return window.
