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This article applies to selling in: United Kingdom

Frequently asked questions about returns, refunds, and cancellations

A buyer wants to return an item for a refund. What are my options?

See Manage Returns for options and issues to consider.

How do I refund an order?

You can issue full or partial refunds via the Manage Orders tool.

See Refund Orders for information about issuing both full and partial refunds.

How long does it take for a refund to be applied?

The refund is applied to the buyer's credit card within minutes after you successfully complete a refund transaction. It typically takes 3 to 5 working days for the credit to appear on the buyer's credit card statement, depending on how long it takes the buyer's bank to process the transaction.

Will Amazon credit fees back to me when I issue a refund?

Yes. However, the amount of the original order fees credited back to you will vary, depending on whether you issued a full or partial refund.

For more information, see Refund Credits and Administration Fees.

I mistakenly refunded an order. What happens now?

When you generate a refund, it will sit in Pending status for up to two hours. This provides an additional buffer in case you accidentally refund the wrong amount or wrong order. To cancel a refund, click on the Cancel all pending refunds for this order link. If you cannot see this link, the refund has been released to the buyer and can no longer be cancelled.

If this is the case, you can contact the buyer to see if they will allow their credit card to be recharged by Amazon. If the buyer agrees, ask them to contact Amazon Customer Service to request a recharge. We can recharge the buyer's credit card for the order only if we receive the request directly from the buyer. Once the buyer's card has been recharged, the recharged amount will appear as a credit in your Payments account. Once the customer's card has been recharged, the recharged amount will appear as a credit in your Payments account.

A buyer wants to cancel an order. What should I do?

Buyers have 30 minutes to cancel their own orders, but you can cancel orders up until the minute that you dispatch. If you have not yet dispatched and confirmed the order, you can cancel it in Manage Orders or by using an Order Cancellation feed.

When you cancel an order, Amazon automatically updates the order status in the buyer's Amazon account and sends an email notification to the buyer.

If you have already dispatched and confirmed the order, you will need to let the buyer know the order is on its way and request that they return the package to you when they receive it. Upon receipt of the return, you should issue a refund for the order.

See also Cancel an order or multiple orders.

I mistakenly cancelled an order. What should I do?

An order can only be cancelled if the shipment has not yet been confirmed. If the buyer still wants the item, please ask them to place a new order.

An order is in Pending status. Can I cancel it?

Orders are listed as Pending while Amazon is verifying the payment method provided by the buyer. Pending orders do not include the buyer's delivery address or contact information and should not be dispatched, even if the buyer contacts you directly. If buyers contact you while their order is in Pending status, refer them to Amazon Customer Service.

Once the payment method is verified, the Confirm shipment and Cancel order buttons will become available in Manage Orders. Additionally, the order will appear in both the Orders Report and the Unshipped Orders Report. At this point, the order should be dispatched (or cancelled, if necessary).

 
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