Customer returns for international sales

When processing an international return for orders that you ship to customers in the United States and the 5 European marketplaces (i.e. Italy, France, Germany, Spain, United Kingdom), you must use one of the three methods listed below.

Return Method Options:

• Method 1: Offer a full refund without requesting the item to be returned.

- OR -

• Method 2: Provide a local return address in the buyer's marketplace. For example, if you sell on Amazon.co.uk, provide a return address in the United Kingdom. If you do not have a local return address, an International Returns Provider on the Solution Provider Network may be able to help.

- OR -

• Method 3: Provide a pre-paid return postage label for a return request from the marketplace in which you are selling. For example, if you are a China seller selling on Amazon.de, provide the customer with a return label from Germany to you. We recommend that prepaid return shipping labels include tracking.

How to offer each return method

Method 1: Offer a full refund without requesting the item to be returned:

1. From the Orders drop-down menu, click Manage Returns.
2. Select the return you'd like to refund, and then click Issue Refund.
3. Select Buyer Return as the reason for the refund, and process a full refund.
4. Close the returns request by selecting Refund without return as the reason for closing the request and provide comments to the customer.
   Important: If you’re issuing a Refund without return, you must refund the exact amount had the item been returned to you. Negotiating a partial refund is not an alternative to a return.

Return method 2: Provide a local return address. To update your local return address:

1. From the Settings drop-down menu, click Account Info.
2. On the Seller Account Information page, in the Shipping and Returns Information section, click Return Information.
3. Select an existing local address as your default return address or enter a new default return address.
   Note: This must be a valid address that you are authorised to use.
4. Click Submit.

Return method 3: Provide a pre-paid return mailing label for a return request:

1. On the Orders drop-down menu, click Manage Returns.
2. Click Authorise Request for the return request you'd like to approve.
3. In the Your return address label section, select I will provide a pre-paid mailing label for this request.
4. Upload a shipping label, select the carrier used and enter the Tracking ID if you have it.
5. Set the return label cost to $0.00 to ensure the buyer is not charged for return shipping.

Alternatively, you can e-mail the pre-paid return label to the customer from the Buyer-Seller Messages section of your Seller Central account.

Examples of providers of pre-paid labels include:

• UPS: https://www.ups.com/content/us/en/bussol/browse/returns.html
• DHL: http://www.dhl.com/en/express/shipping/ship_online/ereturn.html

If we determine that you did not follow these requirements, we may pro-actively issue a refund to affected customers (allowing the customer to keep or discard the item).

As you consider how your customers will return items that they purchase from you, please keep the following options in mind:

Customs:

For international returns, you are responsible for complying with all import and export obligations, and for payment of all applicable duties and customs fees.

Using Fulfilment by Amazon:

When you choose FBA, Amazon will handle local returns on your behalf for FBA orders in that marketplace, so you don't have to worry about providing a local return address. To learn how Amazon manages FBA returns, see Customer Returns for Orders Fulfilled by Amazon.

Implementing restocking fees and offering partial refunds:

In certain situations, it might be appropriate to charge the customer a restocking fee or offer a partial refund on the product being returned. See Manage Returns for a restocking fee or offer a partial refund.

Offering partial refunds:

In certain situations, it might be appropriate to offer a partial refund on the product being returned. Full refunds should be given for returns, cancellations and out-of-stock items. Partial refunds should only be performed as a goodwill gesture or for compensation/dispute resolution issues (for example, the item arrived slightly damaged or there were minor discrepancies in the product description) and are made at the discretion of the seller. If you decide to issue a partial refund, we recommend agreeing on this with the buyer in advance to help avoid misunderstanding or a possible A-to-z Guarantee claim.

Engaging a third-party International Returns Provider:

We have created a list of returns providers that can accept returns in your customers' countries. Depending on your sales volume and unit price, International Returns Providers may offer solutions that reduce the costs you incur when customers in other counties return your products. For example, some providers will consolidate returns and ship them back to you or ship them to another customer.