Amazon Prepaid Return Label (APRL) feature is enabled for all selling partners with a default return address in the UK. This means that all customer initiated returns requested via the Online Return Centre (ORC) that fall within the scope of the Amazon Return policy will be automatically authorised and will have a tracked prepaid return label issued via Buy Shipping services, provided that there is coverage by any of the third-party shipping service providers that support returns through Buy Shipping Services. Currently, Hermes and Royal Mail are the integrated third-party carriers that support APRL returns within UK. Using Buy Shipping services through APRL, you agree to the service providers’ terms and conditions, in addition to Amazon’s Buy Shipping Services terms and conditions.
The carrier rates for customer returns are pre-negotiated for this service by Amazon and are available on Shipping costs for seller fulfilled returns. We only send return requests that are outside of Amazon’s policy or exempt from this requirement for manual review.
Review the sections in the table to familiarise yourself with prepaid return labels.
|Table 1. Prepaid return details|
|Item||Policy or requirements|
|Maintain account requirements||
Keep your Amazon Seller account details up to date, including your VAT information:
|The return process||You receive an email notification each time a customer requests a return and receives a prepaid return shipping label through Amazon’s Online Return Centre. For more details on all returns, refer to Manage Returns.|
|Multiple return addresses||You can configure multiple return addresses for each store where you offer listings. You can either configure a rule or specify SKUs for which you want different return addresses. For details, refer to Multiple return addresses .|
|Returnless refunds||You can offer returnless refunds, where it makes better economic sense to offer a refund without receiving the item (for example, low ASP items). If a buyer requests a return that is eligible for a returnless refund, they will receive a full refund as soon as they submit their return request. There is no action required from you to complete the request. You can find all these return requests in Manage Returns. You no longer have to process refunds for these returns manually. To find out more, refer to Returnless refunds .|
|Return shipping||A prepaid return label will only be issued if there is coverage by the third-party Buy Shipping Services integrated carrier. Currently, Royal Mail or Hermes provides return shipping for seller fulfilled orders through Buy Shipping Services. For details, refer to Pre-paid Return Shipping Carriers and Shipping costs for seller fulfilled returns .|
|Refunds and cost of shipping||For handling refunds and cost of shipping, refer to Refunding shipping cost .|
|Reports for prepaid returns||
All prepaid returns are recorded in your Settlement and Payments report and the Returns report.
|Ineligible items||Prepaid return shipping labels are not always provided for auto-authorised returns. For details, refer to Ineligible items for prepaid returns .|
|Customer returns exemptions||
Several categories and subcategories are automatically exempt from prepaid returns. You do not require to request exemptions for these categories.
These programmes and categories are automatically exempt from prepaid returns:
Note: Starting August 30, 2021, the following categories and subcategories will also be exempt.
Additional exemptions include items returned where there is no carrier coverage, such as out of country or large and heavy items that exceed carrier agreed weight and dimension guidelines.
You can also request specific exemptions from APRL for SKUs that fall under these categories:
Exemptions due to different address or better return shipping rates from a different carrier are not supported.
For details, refer to Request exemption from automatic return approvals .
The seller will be responsible for filing a claim directly with the carrier if a return is lost or damaged in transit. If this happens, process a full refund to the customer and file a claim directly with the carrier to receive a reimbursement.
The shipping weight used to calculate the price of return shipping is the listed weight displayed on the Product Detail page. However, if you have purchased a label through Amazon’s Buy Shipping services for fulfilling your orders, we will use that weight instead.
Through the enrolment of your account into Amazon Prepaid Return label, all customer initiated returns requested via Online Return Centre (ORC) that fall within the scope of the Amazon return policy are automatically authorised, and a prepaid return label is issued to the buyer on your behalf through Buy Shipping services. You can include your own tracked prepaid return label in the outbound shipment, which the customer can choose to use. The customer can also choose to purchase an unpaid label any time.
With APRL, the return label will be issued through Buy Shipping services on your behalf, and the applicable rate will be deducted from your selling account when the shipping service provider scans the return parcel. The cost of return shipping is sometimes the seller’s responsibility and at times the buyer’s responsibility. You must determine whether you or the buyer bears the cost of the return shipping based on the reason for the return. To view the full list of return reasons, refer to Return Reason codes for Prepaid Returns.
Some examples when the return cost is the buyer’s responsibility are:
If the return reason is determined as the buyer’s responsibility, then the cost of the return label can be deducted from the value refunded to the buyer when you process the refund. To earn customer trust, we recommend that you inform the buyer of this deduction and clearly state the reason for taking that action. If the return reason is determined as the seller’s responsibility, then the cost of the return shipping is also your responsibility. This process remains unchanged.
All items that fall outside the scope of the Amazon Return policy are exempted from APRL and will be sent to you for manual review and return authorisation. Such products include Handmade, Amazon custom, Sexual wellness, Certified preowned watches, Business, industrial and scientific supplies (Professional medical and dental supplies).
Additional exemptions include items returned when there is no carrier coverage, such as out of country, large and heavy items that exceed carrier agreed weight and dimension guidelines, and dangerous goods and hazmat (Hazardous material). You can also request specific exemptions from APRL for high valued items that require special shipping and insurance, non-physical items (warranties, digital software or digital coupons) and items that are classified as non-returnable by law. You can review exclusions listed under Our Voluntary Returns Policy. A buyer’s statutory right remains unaffected by this policy change.
You can consider these options:
All Merchant fulfilled selling partners with a default UK domestic return address, including non- prime selection, are enabled for Amazon’s Prepaid Return Label feature to provide customers with a hassle-free return experience. For more details, refer to Amazon’s Return policy.
If you do not have a UK return address, you either:
Currently, Hermes and Royal Mail are the only integrated third-party carriers that support returns within the UK. They offer competitive rates for a tracked shipping option, which protects you and the buyer against items lost in transit. Additionally, the reduced return rate offered via APRL for Hermes returns of GBP2.75 (excluding VAT) applies to all items from 0-15kg.
For additional questions, contact Selling Partner Support.