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As an Amazon seller, it's important to understand how the automated return and refund process works. This guide will help you navigate Amazon's policies and ensure you're managing returns effectively.

How Automated Returns Work

Amazon automatically processes in-policy return requests on your behalf to provide a consistent customer experience. Here's what you need to know:

Return Labels

  • Sellers can choose between two options:
  • Unpaid labels (customer pays return shipping)
  • Prepaid labels (seller covers return shipping)
  • Labels are automatically generated and provided to customers
  • Special handling is required for heavy/bulky items (see below)

Automated Refund Process

  • "Refund at first scan" automatically issues refunds when items enter the return shipping network
  • Sellers must process refunds within 2 business days of receiving returns
  • If you don't act within 2 business days, Amazon may issue the refund on your behalf

Important Policy Updates for Heavy/Bulky Items

  • Items over 31.5kg or longer than 175cm require home collection options
  • Sellers must arrange pickup from customer locations
  • Special handling procedures apply

Protecting Your Business

If you disagree with an automated refund:

  1. Review the return details thoroughly
  2. Document any policy violations
  3. File a claim through the SAFE-T program
  4. Include all relevant evidence and documentation

Best Practices for Managing Returns

1. Monitor Your Returns Dashboard

  • Check return requests daily
  • Review automated decisions
  • Track return shipping status

2. Set Up Return Preferences

  • Choose your label type (paid vs. unpaid)
  • Configure return shipping options
  • Set category-specific policies

3. Handle Special Cases

  • International returns may have different requirements
  • FBA returns are managed separately
  • Some categories have unique policies

💡 Pro Tips for Sellers

  • Keep detailed records of all returns and refunds
  • Regularly review your return metrics
  • Stay informed about policy updates
  • Consider offering enhanced return options for better customer experience

Common Questions

Q: Can I override an automated return authorization?

A: Yes, but only if the return request violates Amazon's policies.

Q: What if I receive a damaged return?

A: Document the damage immediately and file a SAFE-T claim if necessary.

Q: How do I set up home collection for large items?

A: Visit the Returns Settings page in Seller Central to configure collection options.

Additional Resources

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Amazon replied

Since Saturday post offices across my city are not accepting parcels with tracked 48 labels (as there's a nationwide issue with them).

As I found that out when already at the post office, I paid for them to dispatch my parcels with tracked 24 instead, but it doesn't seem they scanned them at the depot (if you bring a label that you made yourself, they scan it at the parcel shop right away/ if you purchase a label add to the parcel shop they only scan it at the depot)...

I edited all consignments on Amazon to match the new tracking codes which they gave me.

What else can I do? Is the lack of a depot scan a problem?

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Massive storage fees after 2 months
by Seller_hoPgUQjUg3wS9

I went live at the start of June. Total storage needed at launch 70 cubic feet. Now it’s two months in I’ve sold 80 units and I’m down to about 60 cubic feet of storage.

Storage fees July:£66

Storage fees August: £300

How can this be. I’m bankrupt if this the case. It’s crazy if it’s right. How is anybody supposed to make money with them fees 2 months after launch?!

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RM labels purchased today and over the weekend have not been accepted at the Post Office this morning, all have tracking code starting YA - message on the ebay help page about this so guessing it is a nationwide problem - does anyone know if they will they be accepted at my local RM delivery office? I am a very small volume seller, this must be a complete headache for large volume sellers, yet can't see anything on the forum about it

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We are writing to request assistance in removing our inventory from FBA.

Our seller account has been deactivated and we understand that it is unlikely to be reinstated. As such, we would like to remove our remaining inventory from Amazon's fulfillment centers. The details are as follows:

FBA Inventory Status (FC):

ASIN: B0DHZR5QJL – 250 units

ASIN: B0DHZNMYDQ – 244 units

Unfortunately:

We are unable to initiate the removal request ourselves (please see the attached screenshot).

We are unable to contact Seller Support through any other channel besides this.

We kindly request your help in initiating the removal process or advising us on how to proceed.

Thank you very much for your support.

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Lost Buy Box on Private Label ASINs
by Seller_CAuq7JzoUFVdL
Amazon replied

@Seller_XUNeUuvrQDpgP

We are private label sellers. We are the only sellers of our products. Lost Featured Offer Buy Box on all our products. Kindly help us fix this issue. Kindly share these ASINs with the BuyBox Pricing Team. We are facing massive loss of business, please help us restore our ASIN's featured offers.

B08KJKBH6T

B0DHY7SP5L

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Why does Amazon allow uploading/selling of restricted/prohibited products?

And then based on this, Amazon shifts the responsibility to the seller? Shut down the seller's account?

Because this is an error that does not allow appeals (appeals are meaningless), I think Amazon should inform the seller in advance at least 30 days. It's hard to say if Amazon is intentionally letting sellers fall into a trap. If Amazon wants businesses to stay on this platform.

Sellers are not always aware of which products are dangerous.

Just asking.

1 vote
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actual robbery
by Seller_xIiqwFk6h5VOD
Amazon replied

A customer purchased nearly £100 worth of stuff and wanted to return one of the items but missed the returns period and opened up an a-z claim. I said we would send a free returns label and honour the return. In the meantime Amazon refunded the whole amount so basically the customer now has £100 worth of clothing for free. The customer stopped replying to messages. I have tried contact the obudsman but they have said they cannot help as it is amazon who need to sort. I have got nowhere with amazon and just get the same automated reply 'we stand by our decision'

So if you think you are covered you are not! As amazon will rob you anyway!

6 votes
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5 replies
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How long does the material review actually take
by Seller_1RqrJxwOLv67J
Amazon replied

My product has been identified by Amazon as having security issues. After careful preparation, we submitted a series of materials. The review period has exceeded one month, but we haven't received any effective response. How long will it take to complete the review of my product materials? This is very important to me.

case id:11228737812

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1 reply
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Country of Origin - EU Listings
by Seller_8B9mYWcA6mVHa

We received a notification on our seller central homepage that our account was restricted due to missing COO. However this is added to all our UK listings. All our EU accounts are on holiday mode as we do not sell on them.

It said the issue was related to France account. Can anyone confirm do we need the COO added to all EU listings as well even if they are not active. We were previously told before that we do not need this on EU listings.

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Invalid Charge Card - Can anyone help??
by Seller_vijjPUI46bUSN
Amazon replied

Hi,

I've had an issue since Sunday when I try to log into my account and it says invalid charge card and I've had limited access to my account. I've been a seller now on Amazon for 18 months and the charge card I have linked to my Amazon seller account is a Mastercard Debit for my business bank account (Tide). I've had no issues at all up until now, every month they've charged my card for the professional selling plan without any issues and even took payment successfully on the 27.07.25. I haven't changed a single thing with regards to any details so cant understand why all of a sudden there would be an issue. My Business name/Address etc matches my Amazon account.

I've tried re-adding my card for every single store and it says Successfully verified and numerous £1 payment authorisations have been taken out of my bank for each Amazon store, so clearly there isn't any issue with the card as all payments are going through no problem.

I've spoken to seller support and I'm just getting completely nowhere, They don't acknowledge what I am saying at all or acknowledge the screenshots I have sent them showing the payments charged successfully to my bank/card. They just keep sending unhelpful copy and pasted emails.

First they told me its a prepaid card and Amazon don't accept pre paid cards as charge methods which is completely wrong as its a Mastercard Debit and then they told me that actually they've looked into the issue and found that its a credit card and my account will be accessible again in 24-48 hours, which again is wrong its not a credit card and also I haven't been able to get full access back to my account.

Does anyone have any suggestions? I'm getting totally fed up now with dealing with seller support and getting nowhere. Apologies for the long essay.

Thanks

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