You can take several actions on return requests in the Manage Returns tool.
If you are not using Amazon Easy Ship to manage your returns (i.e., you use ‘self-ship’, perhaps because you are not located within the UAE) you will need to review the request and authorize the buyer to return the item to you.
You can update your settings to receive return request emails with links to Authorize, Close or Reply.
During the authorization process, you will be prompted to either use the Return Merchandise Authorization (RMA) number generated by Amazon or enter a custom RMA number of your own.
You will be prompted to choose a return address. You will have the option of using one of your previously saved return addresses or adding a new return address.
You will also have to upload your own prepaid return label that covers the shipping from the customer’s location to your own. Depending on the circumstances of the return, in some cases you may be able to deduct the return shipping cost from the refund you give the buyer.
If you use Amazon Easy Ship, buyer returns will be automatically authorized, and the return delivery from the buyer’s address will be arranged to your location (as determined by your Easy Ship pickup address, except in certain rare cases). You will still be able to view the return in the Manage Returns tool, including tracking ID for the return delivery if available. See this page for more information.
Close the return request if you plan on providing a refund without requiring the item's return or if you decide not to accept a return (for example, if the request is outside of Amazon return policies).
Select the reason for closing the request and provide comments to the buyer. Once the request is closed, Amazon will send the buyer a message with the closure reason. A buyer also can close a return request. You will receive an email notification when a buyer closes a return request.
To encourage buyers to have confidence when they make purchases from sellers, we believe that it's important to provide buyers with excellent service during the return process. If the cost of a return (yours or the buyer’s) exceeds the value of the original item, consider contacting the buyer and offering to let the buyer keep the original item and still receive a full refund. If you will not be providing an option for the buyer to keep the original item, we recommend at least contacting the buyer to ensure that they are aware of the cost of shipping and, if possible, offering credits, incentives (such as a discounted shipping rate) or both to provide a better experience.
You can issue a refund either after the product is returned or, if you are allowing the buyer to keep the product, immediately. If you want the product returned, we encourage you to wait until you receive it before issuing a refund, in order to evaluate its return condition.
Send the buyer an email to discuss the issue and work toward a resolution.
For more information on a specific return request, click Read return details & order history within the return request.