For return requests that are sent to you for manual review, you can take several actions on return requests in the Manage Returns tool.
Review the request and authorise the buyer to return the product to you. You can review multiple return requests at the same time by selecting the requests you would like to review and then selecting ‘Authorise all selected returns’ from the drop-down menu at the top of the Manage Returns page.
You will be prompted to either use the Return Merchandise Authorisation (RMA) number generated by Amazon or enter a custom RMA number of your own. RMA numbers will appear to the buyer on both the RMA and the Amazon-generated return label.
You will be prompted to choose a return address. You will have the option to use either one of your previously saved return addresses or to add a new return address.
You will also have the option of using an Amazon-generated return label or uploading your own custom return label. If Amazon generates the return label, the buyer receives a return label that includes your default return address, but is not prepaid.
Close the return request if you plan on providing a refund without requiring the item’s return or if you decide not to accept a return.
Select the reason for closing the request and provide comments to the buyer. Once the request is closed, Amazon will send the buyer a message with the reason for closure. A buyer also can close a return request. You will receive an email notification when a buyer closes a return request.
To encourage buyers to have confidence when they make purchases from sellers, we believe that it is important to provide buyers with excellent service during the return process. If the cost of a return (yours or the buyer’s) exceeds the value of the original product, consider contacting the buyer. In such cases, you may offer to let the buyer keep the original item and still receive a full refund. If you will not be providing an option for the buyer to keep the original product, and if the buyer will be responsible for return shipping costs close to or exceeding the original product, and if they will be responsible for return shipping costs close to or exceeding the product’s value, we recommend at least contacting the buyer to ensure that they aware of the cost of shipping. If possible, offer credits, incentives (such as a discounted shipping rate) or both to provide a better experience.
Note that you must issue a refund within two working days of receiving a return. We encourage you to wait until you have received the return before issuing a refund, in order to evaluate the item’s condition.
Send the buyer an email to discuss the issue and work towards a resolution.
For more information on a specific return request, click on Read return details & order history within the return request.