To ensure a consistent experience for buyers, you must match or exceed (i.e., provide more generous policies than) Amazon's return policies.
If a buyer requests a return, Amazon will send you an email that includes the reason for the return. We recommend that you respond to return requests within 24 hours. If the buyer's request doesn't comply with our return policies, we will tell you in the email.
To process the return request, go to your Manage Returns page, where you can review, authorize, or decline requests. You can also access Manage Returns page by clicking the Orders drop-down menu.
See Process return requests, for more information.
If you are shipping using the Amazon Easy Ship program, any customer returns will be automatically authorized by Amazon. We will provide the customer the return shipping label and coordinate with the carrier to deliver the package to your pickup location. At that point, you will have to refund the order (see below). For more information, click here.
All sellers who are not using the Amazon Easy Ship program (i.e., you use ‘self-ship’ and arrange delivery of the packages usually with a third-party courier), including those located outside the United Arab Emirates, must do one of the following if the return is within policy:
If you authorize the return request and want to refund the order, you can choose from several options. For more information, see Refund orders. We encourage you to wait until you receive a returned item before issuing a refund so you can evaluate its return condition.
You can issue a concession in addition to or instead of refunding order amounts. For more information, see Issuing concessions. If the buyer says the order never arrived, see What if a buyer says they did not receive their order?
If you are shipping using the Amazon Easy Ship program, any customer returns will be automatically authorized by Amazon. We will provide the customer the return shipping label and coordinate with the carrier to deliver the package to your pickup location.
If you are not using the Amazon Easy Ship program and ‘self-ship’ your packages (including if you are located outside the UAE), Amazon requires you to upload a pre-paid return shipping label when you approve a buyer's return request. You should coordinate with the customer to have the relevant carrier pick up the package (or, in rare cases, ask the customer to drop the package off at the carrier location).
For more information, see Return labels and Pre-paid return label requirements.
If a buyer contacts you directly to cancel a return request, ask them to cancel it through their Amazon account. You'll get an email when buyers cancel pending requests.
Amazon manages returns and refunds of orders shipped through FBA. To learn how Amazon manages returns, go to Customer Returns for Orders Fulfilled by Amazon.