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This article applies to selling in: United Kingdom

Prime Now returns

Return policy

Prime Now offers returns for items within 30 days of when a buyer orders them. Amazon’s return policies Additionally, sellers may determine that certain products that they offer in store are not returnable but are refundable.

Seller-fulfilled returns process

Returnable items

For returnable items, we provide buyers with unpaid delivery labels on your behalf. You can opt in to receive an email notification each time a buyer requests a return. When you receive a return delivery at your facility, the item will include a packing slip and a Return Mailing Authorisation (RMA) number to help you identify the return.

After you receive a return, we expect you to process a refund to the buyer within two business days via the Manage Returns workflow in Seller Central. If you do not process a refund within two business days, Amazon reserves the right to refund the buyer and charge the amount to your seller account. To avoid a negative customer experience, we recommend that you actively monitor the refund to ensure that it is issued to the buyer in a timely manner. For guidelines on how much to refund the buyer for the return, see the Refunds section below.

Non-returnable items

For non-returnable items, the buyer will automatically receive a returnless refund as soon as they submit their return request. Even though you will not need to do anything to complete the request, you can still find these return requests in Manage Returns. No manual return process is required for such returns.

Prime Now flagged non-returnable items

Items will automatically be categorised as non-returnable by Prime Now in the following circumstances. Sellers will not have the capability to override these settings:

  • The item is perishable or grocery.
  • The total cost of items that are physically being returned is less than £4
  • We determine that the return is due to Amazon being at fault.

Seller flagged non-returnable items

As a seller, you are also able to categorise additional items as not being eligible for a physical return by going to Settings, then Return Settings, followed by Return Attribute Overrides in Seller Central. Note that you must flag all hazmat items for returnless refund using this feature.

  1. Download the Return Attribute Overrides template.
  2. Follow the steps under the “Instructions” tab of the template. To enable returnless refunds for specific SKUs, in the “ReturnAttributes” tab of the template, select Pre-Paid Label = NO and Paid Label Exemption Reason Code = RETURNLESS_REFUND for each SKU. To disable returnless refunds for previously exempted SKUs, select Pre-Paid Label = YES and leave Paid Label Exemption Reason Code blank.
  3. Once you have completed the template, upload the file on the Return Attribute Overrides page. To see which SKUs you have enabled for returnless refunds, download the Exemptions report by going to Reports, then Return Reports, in Seller Central.

Refunds

Sellers are responsible for refunding buyers the cost of the returned items and any associated costs to the buyer of making the return, unless we determine that the failure to meet the buyer promise was caused by Amazon employees, agents or contractors. We will determine this based on the Return Reason provided to us by the buyer. If Amazon is responsible for the return, then we will refund the buyer and ask them to keep the item.

If the seller is responsible for the return, but the item is not physically returnable, then the buyer will receive an automatic returnless refund for the item price as soon as they submit their return request. No manual return process is required on the seller’s part in this situation.

There are three cases when sellers can charge the buyer for the cost of return delivery or restocking. These are outlined in the following table. You can deduct the amount from the total refund amount when you process the refund to the buyer. In the Return Instructions section of the Returns Settings page, you must provide the following information to buyers: "In some situations, buyers could be responsible for return delivery and any restocking fees that may be applicable. This amount may be deducted from the refund amount.”

Return request Buyer pays
1 The buyer returned an item in its original condition, more than 15 days past the return window. The 15 days allow for return transportation from the buyer to the seller. Up to 20% of item’s price
2 The buyer returned a product that is damaged or not in its original condition. Up to 50% of item’s price
3 The buyer changed their mind about a purchase because it was an accidental order or they no longer needed the item (“bought by mistake” or “no longer needed” reason codes). They returned the item from that order in its original condition, within the return window. Return delivery cost

Reports for returns

All returns that you are responsible for will be recorded in your Return reports and Payments report:

Return reports

You can choose to receive an email notification each time a buyer requests a return in Seller Central (select Settings, click on Return Settings, and then click on General Settings). Additionally, you can download a report of all return requests that you’ve received, including the status of each return (select Reports, then click on Return Reports). Both the email and the report will include the Order ID, Tracking ID, Reason Code, Delivery Cost, Date Requested, RMA and Comments.

Payments report

Refunds and return delivery charges will be displayed on your Settlement and Payments reports. These costs will be separated from the order charges.

Appeal process

You can file an appeal if:

  • Amazon incorrectly flagged an item as not returnable but refundable.
  • The product came back to you in unacceptable condition.
  • You believe that the return was due to Amazon being at fault.

To maintain customer trust, sellers must process a refund to the buyer before filing an appeal. You can submit an appeal by going to Contact Us, followed by Selling on Amazon and then Prime Now.

Amazon will review your appeal and might request additional information from you. Amazon will notify you of its decision.

Maintain account requirements

To ensure that your account is enabled to support returns, take the following steps:
  1. Set up a default domestic return address for your account. Amazon will use this domestic address for all prepaid returns. Go to Settings, click on Account Info, followed by Return Address, and then fill it in with the appropriate address.
  2. Specify your email notification preferences and return delivery instructions for buyers by going to Settings, followed by Return Settings, and then General Settings.
  3. Ensure that all hazmat items in your catalogue are flagged for returnless refund by using the Return Attribute Overrides feature (select Settings, click on Return Settings, and then click on Return Attribute Overrides).
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