Sell on Amazon Sign in
This article applies to selling in: United Kingdom

Issue a partial refund

A refund is considered partial if it does not match the item price that the buyer was charged. You may issue a partial refund (instead of a full refund) depending on the return circumstances. You can choose from several options mentioned in this Refund orders page.

On this page:

  • Issue a partial refund
  • Issue a refund for an issued partial refund
  • Issue a partial refund for order or customer experience related issues

Issue a partial refund


  1. In Seller Central, go to Orders and select Manage Returns, and locate the order you want to refund
  2. After locating your order from the Manage Returns page, click Issue Refund
  3. On the Refund order page, under the Amount to refund column, the returned item will automatically default to the Refund full amount.
    • Required: Select the appropriate Reason for refund. This will automatically default to ‘Customer Return’
    • Optional: If you would like to reimburse the buyer for Outbound shipping, select the box to Refund for outbound shipping
    • Optional: For items that you do not want to refund, unselect I want to refund this unit on the Apply refund reduction page
    • Optional: Charge or Refund for Return Shipping
    • Optional: Issue concession. For more information, go to Issue Concessions
    • Optional: Add a 'Note to yourself'. You can create a 'Note to yourself' when issuing concessions or refunds. This field allows you to track the actions you have taken on a return request. The memo accepts 255 characters and you may continue to edit information as required.
  4. To issue a partial refund, click on the Apply Refund Reduction link under the Amount to refund column:
    • You will be required to grade the condition of the returned item in order to issue a partial refund. In the Grade condition of returned item section, grade the condition of the Item, accessories, and packaging returned
    • For returns accepted outside of the return window, select Item shipped outside of return window
    • For partial refunds you will be required to upload a photo of the damaged, defective, or materially different item.
  5. Charge or Refund Return shipping. In circumstances when a buyer returns an item because they changed their mind, and you advanced the return shipping costs either because Amazon charged your account upfront for return shipping (occurs when buyer uses Amazon’s Prepaid returns for seller fulfilled orders) or you provided the buyer with a prepaid label, you may choose to pass along the cost of return shipping to the buyer. To charge a buyer for their return shipping, click on the Charge amount box under the Additional Refunds/Charges section of the Refund Order page

    Charge option is available only for buyer faulted returns made using Amazon’s prepaid return label or a prepaid label that you provided to the customer. The Refund option for return shipping is available only for seller faulted returns, with the exception of items within the scope of the Free returns of Fashion items for seller-fulfilled orders for which the Refund shipping will be available for all return reasons. For more information, go to Return Reason codes for Prepaid Returns. In circumstances where you ship an incorrect or damaged product, you cannot deduct the original shipping or return shipping costs from the refund. You must provide a full refund to the buyer. In some cases, you want to compensate the buyer for order issues as an alternative or in addition to refunding basic order costs. To provide a refund for Return shipping, go to Issue Concessions

  6. Click Submit Refund. Allow up to 15 minutes for the data to be updated. Submitting the refund will automatically close any associated buyer return requests. You can contact the buyer from the closed orders section of Manage Returns available in the Orders menu. The buyer has the option to open a new return request for the remaining amount.

Issue a refund for an issued partial refund

In some cases, you might want to refund the partial refunds that were previously issued on a return request. For example, if a partial refund was issued in error and you would like to refund the buyer.

To issue a partial refund on a return request, follow these steps:

  • In Seller Central, go to Orders, select Manage returns, and locate the order you want to refund on the Manage returns page.
  • After locating your order, click Issue refund.
  • On the Refund order page, under the Additional refunds/charges section, enter the amount that you want to refund.
  • Click Submit refund.

Issue a partial refund for order or customer experience related issues

In some cases, you may compensate buyers when there is an order or customer experience issue as an alternative or in addition to refunding basic order costs. Issuance of a partial refund is only possible for items for which there has not been a return. For example, if a buyer receives an item with missing parts or accessories and would like to keep the item, you may wish to provide a discount or partial refund for the missing parts or accessories.

Other use cases for issuing a partial refund for order or customer experience related issues are:

  • Product received contains damaged or missing items (Multi-Pack)
  • Product received is not as described or expected
  • Product received is materially different (Catalog Error)
  • Product received contains a slight defect or damage
  • Product received contains missing accessories or parts
  • Price match
  • Order or Item did not arrive on time
  • Order or Item was not received
  • Insufficient Inventory

To locate and issue a partial refund for an order or customer experience related issue, follow these steps:

  1. In Seller Central, go to Orders and select Manage Orders, and locate the order you would like to refund on the Manage Orders page. For more information about locating an order, go to Search orders.
  2. After locating your order from the Manage Orders page, click Issue Refund, Order ID and, then click Refund order on the Order Details page. This will take you to the Refund order page.
  3. To issue a partial refund for an order or customer experience related issue, click on the Issue partial refund link under the Amount to refund column.
  4. You will be required to select a reason for the partial refund in the Reason for refund drop down.
  5. To issue a partial refund across all units of an item, enter an amount in the Issue partial refund across all units in the open text box.
  6. To issue a partial refund on a unit level, click on View or update unit level details.
  7. You will also have the capability to issue a full refund by selecting the Issue full Refund Amount box.

Sign in to use the tool and get personalised help (desktop browser required). Sign in


Reach Hundreds of Millions of Customers

Start Selling on Amazon


© 1999-2021, Amazon.com, Inc. or its affiliates