In this article, we will cover customer return and replacement procedures for Amazon sellers to be aware of.

As an Amazon seller, it is important to follow the proper return and replacement procedures to avoid fraudulent claims that may lead to losses for your business. Let’s take a look at the right procedures for returns and replacements.

Returns and replacements

To process a return request, go to Manage Returns, where you can review, authorize, or decline requests. You can also access Manage Returns by clicking the Orders drop-down menu in Seller Central. We recommend that you respond to any incoming return requests within 24 hours. For additional information regarding how to manage your returns, go to Manage seller-fulfilled returns.

Note that some items bought on Amazon can't be returned. If these items are delivered in damaged or defective state, the buyers might request a refund or a replacement. In such situations, you must be able to fulfill these requests through a returnless refund or a returnless replacement, where you allow the customer to keep the product. However, such requests cannot be made by the buyer in case of remorse situations, like change of mind or orders placed in error. For more information on non-returnable items, go to Items that Can’t be Returned.

Refunds

You must issue a refund either after a product is returned or when you are allowing the buyer to keep the product (returnless refund).

Before you issue a refund for a return request, consider the following:

After you authorize a return request, we strongly advise that you wait until you receive the item back from the buyer before you issue a refund. If you allow the buyer to keep or discard the item, you would issue the refund without waiting for the return.

If the buyer returns the item to you damaged or in a condition that is different from the condition in which you sent it, you have the option to issue a partial refund. If you decide to issue a partial refund, we recommend explaining this to the buyer in advance to help avoid misunderstanding or a possible A-to-Z guarantee claim.

If you described and listed the item accurately but the buyer just no longer wants it or made an ordering mistake (for example, selected the wrong size or color), you may refund the item price but not refund the shipping cost.

You may occasionally want to compensate a buyer in addition to refunding basic order costs. Refer to Issue Concessions.

To avoid a negative customer experience, actively monitor the refund to ensure that it is issued to the buyer in a timely manner.

For more information, check out the Amazon returns and refunds policy.