Sellers may occasionally want to compensate buyers for order issues in addition to refunding basic order costs.
Both the full and partial refund options in Manage Orders allow sellers to make concessions to buyers. There are line items for two types of concessions:
When a concession is issued, the full amount of the concession will be debited from the seller's account.
Sellers can always issue partial or full refunds for order costs, such as the product price or the shipping the buyer paid originally. Given that sellers need to follow Amazon’s return policy (or provide more generous policies), please note there are certain cases where the buyer must be refunded their order costs fully.
Concessions allow sellers to compensate buyers for order issues as an alternative to or in addition to refunding order amounts. For example, in the case of a defective item, a seller might provide a concession in addition to the full refund as a goodwill gesture for the poor customer experience.
The Partial Refund screen displays line items for the refunds and concessions available for an order. On the Full Refund or Partial Refund screen, concession line items will show specific maximum amounts for the Return Shipping Concession and Other Concession fields.
The maximum amount shown for Return Delivery Concession will be equal to twice the amount of the original delivery cost, plus AED 10. The amount for Other Concessions will be equal to the remainder of the total concession amount allowed, up to AED 1900. See below for an explanation of how the maximum allowable amounts are calculated.
To issue a concession, follow these steps:
This is required in all cases, even when a concession is issued.
Limits are displayed in the Max Amount column. If the total amount requested exceeds the total for product price and shipping, you will receive a pop-up asking you to confirm the concession.
This is a good customer service practice, to explain to the buyer why they are eligible for the concession.
Allow up to 15 minutes for the data to be updated.
This will not be displayed to the buyer but may help you track actions on the order. You may add, revise, or delete notes in a seller memo at any time.
Sellers can create both a "Buyer memo" and "Seller memo" when issuing concessions or refunds. The "Your note" option allows you to track the actions you have taken on an order and includes reminders for next steps. The memo accepts 255 characters and you may continue to add new information or remove old information as needed.
There are limits on the total amount sellers may provide to buyers when they issue order refunds and concessions. An order refund can't exceed the total amount originally paid by the buyer. The amount allowed in concessions, however, may exceed the total cost of the order itself.
Amazon displays the concession maximum for each item in an order using a formula that calculates the higher of the following two numbers:
If P = Product Price, and S = Original Shipping Cost, the formulas for determining the maximum amount allowed for concessions would look like this:
|Product Price||AED 175.00|
|Original Shipping Cost||AED 25.00|
|Limit 1 Calculation||0.5 x 200 = AED 100.00|
|Limit 2 Calculation||(2 x 25) + 30 = AED 80.00|
In this case, the higher number is AED 100.00. This is the maximum total concession amount for the order in this example. The maximum return dispatch concession will be AED 60.00 (2*S+AED10) and the remaining AED 40.00 will be the maximum allowed in other concession
|Product Price||AED 16.00|
|Original Shipping Cost||AED 8.00|
|Limit 1 Calculation||0.5 x 24 = AED 12.00|
|Limit 2 Calculation||(2 x 8)+30 = AED 46.00|
In this case, the higher number is AED 46.00. The maximum return delivery concession for this order will be AED 26.00 (2*S+ AED10), and the remaining AED20.00 will be the maximum allowed in other concessions.
Concession amounts can be issued to the buyer in addition to the product price and shipping. Sellers can continue to issue refunds and concessions for an order until all limits are exhausted.
Concessions are processed in relation to a specific order. However, because concessions are not refunds of order costs, concessions are not adjusted for order-related Amazon fees. Such adjustments are only made when original order amounts (such as product price and shipping) are refunded to the buyer. Accordingly, the full amount of the concession is debited from the seller account.
Concessions are displayed in the Other line-item on the Payments Summary page. The Other line-item in the Summary view also includes refunds of order costs not displayed separately in the summary, such as shipping. Therefore, a shipping refund and a return shipping concession for the same order will be aggregated on your summary.
In the Transaction Details display, the "Other" refund amount gives a breakdown of order refunds and concessions. In this view, a shipping refund will be displayed as "Delivery" while a return shipping concession will be displayed as an "Other" transaction. In addition, Return Shipping Concessions and Other Concessions are consolidated in a single "Other" line-item. If you issue an AED 10 Return Shipping Concession and an AED 20 Other Concession, you will see an AED 30 "Other" amount.
For a detailed view of concession amounts for a specific order, use the refund view in Manage Orders. The Partial Refund view will give the fullest breakdown of amounts refunded or issued as concessions. By returning to the original refund page in Manage Orders, you can see specific order and concession amounts that have already been issued to the buyer as well as any available amounts remaining.
Concession amounts will be debited from the seller's account and balanced against available funds. Negative account balances may be handled in any manner permitted under the terms of your selling agreement.
Concessions do not contribute to the refund percentage in your seller performance metrics. If one or more products in an order are fully refunded, then the order is counted as a refunded order and is included in your Refund Rate.