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Understanding Amazon's Automated Return & Refund Process: A Seller's Guide
by Seller_gAhPNiLrkfTcr

As an Amazon seller, it's important to understand how the automated return and refund process works. This guide will help you navigate Amazon's policies and ensure you're managing returns effectively.

How Automated Returns Work

Amazon automatically processes in-policy return requests on your behalf to provide a consistent customer experience. Here's what you need to know:

Return Labels

  • Sellers can choose between two options:
  • Unpaid labels (customer pays return shipping)
  • Prepaid labels (seller covers return shipping)
  • Labels are automatically generated and provided to customers
  • Special handling is required for heavy/bulky items (see below)

Automated Refund Process

  • "Refund at first scan" automatically issues refunds when items enter the return shipping network
  • Sellers must process refunds within 2 business days of receiving returns
  • If you don't act within 2 business days, Amazon may issue the refund on your behalf

Important Policy Updates for Heavy/Bulky Items

  • Items over 31.5kg or longer than 175cm require home collection options
  • Sellers must arrange pickup from customer locations
  • Special handling procedures apply

Protecting Your Business

If you disagree with an automated refund:

  1. Review the return details thoroughly
  2. Document any policy violations
  3. File a claim through the SAFE-T program
  4. Include all relevant evidence and documentation

Best Practices for Managing Returns

1. Monitor Your Returns Dashboard

  • Check return requests daily
  • Review automated decisions
  • Track return shipping status

2. Set Up Return Preferences

  • Choose your label type (paid vs. unpaid)
  • Configure return shipping options
  • Set category-specific policies

3. Handle Special Cases

  • International returns may have different requirements
  • FBA returns are managed separately
  • Some categories have unique policies

💡 Pro Tips for Sellers

  • Keep detailed records of all returns and refunds
  • Regularly review your return metrics
  • Stay informed about policy updates
  • Consider offering enhanced return options for better customer experience

Common Questions

Q: Can I override an automated return authorization?

A: Yes, but only if the return request violates Amazon's policies.

Q: What if I receive a damaged return?

A: Document the damage immediately and file a SAFE-T claim if necessary.

Q: How do I set up home collection for large items?

A: Visit the Returns Settings page in Seller Central to configure collection options.

Additional Resources

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[FBA] [June 2025] is there currently any delay at BHX4 ?
by Seller_TZKcjo1dwpwmF
Amazon replied

Dear fellow sellers,

I'm encountering some delays with an inbound shipment using Amazon Partner Carrier (RXO) to BXH4 this month.

Are you experiencing the same?

I asked the POD to RXO and they sent me a page without any stamp or signature from Amazon.

Thank you.

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Account deactivated unfairly and funds not released has been upto 110days
by Seller_OXgu6jabyswxV
Amazon replied

my account was deactivated almost 110 days ago totally unfair, account has no negative feedback no violation but Amazon directly deactivated and asking for invoices Even no return no complaint and have positive feedbacks on products . I provided invoices but Amazon never accept. I don't care about account I think Amazon has been a scamming company instead of ECOM . There was my funds almost £7700 but after some days showing £6213. 60 days passed I send appeal to disbursement team for funds but they replied that you use your account in illegall activities (without video call interview), I never do any illegal activity and all was smooth . Still I'm sending emails to them and opening cases but same response everytime. Support team always saying we can't help the disbursement department is different department just contact with them via email . I don't know what's happening with bezoz . Many of seller report same issue that without video call or after video call Amazon denied to disburse funds . It's totally unfair,if Amazon don't want to allow seller in platform it's okay but why not giving funds to them ? And no contact information no physical office,I sent letter in US Seattle office for to check but never get reply.

It has been a scamming just

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Premium Delivery Eligibility
by Seller_jucuK4xvuHzTF

There has been a change in Premium Delivery Eligibility Required ≥ 92%. Its taking longer than normal to get eligible again. We have changed Next day delivery days to Monday to Friday rather then Monday to Saturday due to the cost of DPD Saturday delivery which we are expected to cover will this affect eligibility?

Customer return labels

20% of customer returns now receive a address label rather than a prepaid returns label.

Does anyone know why?

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Ongoing Refund Scam Causing £74,000+ Loss
by Seller_sKpu5qmUj2QiW

We are currently facing a severe and ongoing issue on Amazon where multiple fraudulent buyers are abusing the platform’s refund policy to conduct illegal dropshipping scams. These individuals are purchasing our products, obtaining automatic refunds from Amazon (without returning the goods), and selling the items on marketplaces such as eBay.

We have concrete proof of this activity. We ourselves placed an order via eBay and confirmed that the product was delivered by our own carrier partner, clearly indicating that the fraudulent sellers are sourcing the products through Amazon, using our listings. This is blatant abuse and financial fraud.

To date, we have incurred a financial loss exceeding £74,000 due to these scams. Despite providing Amazon with detailed evidence—including delivery confirmations and links between eBay sellers and fraudulent Amazon buyer accounts—we have only been told that certain buyer accounts have been blocked. Unfortunately, this has not resolved the issue, as the perpetrators simply create new buyer accounts and repeat the same tactics.

Amazon’s current system appears to be enabling these bad actors:

Automatic refunds are issued without proper verification.

Non-returnable product policies are exploited repeatedly.

SAFET claims are consistently denied, despite our substantial proof.

No access to the identity or information of these fraudulent buyers is provided to us, limiting our ability to pursue independent legal action.

We believe that Amazon has both the capacity and the responsibility to flag and stop buyers who request multiple refunds in a short period, yet this loophole continues to be ignored. As a result, we—the legitimate brand owner and seller—are left absorbing the losses, while Amazon and the fraudulent parties profit from our products and work.

Immediate escalation to a senior account or fraud specialist.

A full investigation with outcomes shared transparently.

Reimbursement or support in recovering our losses.

Policy review and stronger safeguards against recurring refund fraud.

We are more than willing to provide all supporting documentation again to aid in this process.

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Seller_exWMdCdbEu167
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Request for Assistance: Consecutive A-Z Claims with Missing Item Returns — At Risk of Deactivation
by Seller_exWMdCdbEu167
Amazon replied

We are reaching out to seek assistance and bring attention to two consecutive A-Z Guarantee claims that have severely impacted our Order Defect Rate and put our Seller-Fulfilled account at risk of deactivation.

1. Order ID: 026-5297747-1153144

  • A-Z claim filed on April 30, 2025, and was granted to the customer.
  • The returned item had missing parts, and we clearly explained this in our appeal to the A-Z team. However, all we receive in response is the generic message: “We have reviewed the buyer’s claim and the information you provided for order 026-5297747-1153144. Although we understand your position, we stand by our decision.”
  • We have appealed multiple times via the A-Z dashboard and even contacted a Seller Support Partner, but the case keeps getting routed back to the A-Z team with no resolution.

2. Order ID: 203-7364653-2413957

  • A-Z claim filed on May 19, 2025, for a returned watch, but the watch itself was missing in the return package.
  • We are still actively appealing this case and have also filed a claim with Royal Mail.
  • These types of return abuse cases are placing an unfair burden on us as sellers. We’re doing everything right—responding to customers, providing evidence, and appealing through the correct channels—yet the outcome is always in the buyer’s favor without any clear explanation.

We respectfully request the following:

  • A manual review of both A-Z claims mentioned above.
  • Removal of the ODR impact from these two cases, as they stem from return fraud or loss beyond our control.

Please, any help from one of the team would be greatly appreciated@Seller_mIRnuhdx7l5sN @Seller_DNQGSsdC7DccM @Seller_gAhPNiLrkfTcr @Seller_Huz6FT08OxHAR @Seller_j9Bd91CW3ZVpr@Seller_hnDMgUKxMh1V4 @Seller_XUNeUuvrQDpgP @Seller_TSXM2A5nxWSuH

This is a critical matter, and we hope for the community admins’ support in escalating this to the proper team. Thank you for your understanding and help.

Sincerely,

big_panda

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a-z claim
by Seller_AyesGyWcEZ0pc
Amazon replied

We sent out an order by Parcelforce which was and signed for tracked service. We have proof of deliver/picture/gps for the delivery and can confirm that this was delivered. An a-z claim was made and was granted and we made an appeal but was denied. Can i please have some help in this matter

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Huge drop in sales over last few days??
by Seller_9WpKepNkIQmK9

Orders have gone down significantly over last week and we can't seem to pin point the reason why. We are winning the buy box on all our fast selling lines.

Have any other sellers experienced such a drop?

D

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Brand not visible in Brand Reg. - ownership not recognized - dozens of caselogs unsuccessful
by Seller_AXDrSdzqpooko
Amazon replied

Although I am the official owner of the trademark, my brand does not appear in the brand registry dashboard. I have opened dozens of case logs over the last 4 month, but I always receive the same response: That only the registered owner can take actions, --I am the registered owner-- of the trademark, and I am unable to resolve this situation. I have submitted prove of ownership, but nothing helps.

When registering the brand, I worked with an external consultant. It is possible that a mistake was made during the process, and that the brand was verified under the consultant's email or name instead of mine.

This issue has now persisted for several months and is preventing me from launching my brand. I kindly ask that someone from Amazon Brand Registry or the escalation team review my case or provide guidance on how to reclaim or reassign brand ownership correctly.

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Why does verification take so long?
by Seller_uXvbuqGy3NJnz

I am having to verify my account again after years of selling on Amazon. I have not moved address, changed bank accounts, changed my name, same NI number ect ect, so why on gods green planet does it take so long to verify who I am. At the moment Amazon have 100's of MY pounds in THEIR bank, that I cannot get hold of. As this is my money, maybe I should be asking them for verification. Meanwhile I would like to pay my mortgage, rather than Amazon earn more money in interest on MY money. Why does this process take so long ?

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COO Ive had 2 different answers to the same question on Live Chat ?
by Seller_uXvbuqGy3NJnz
Amazon replied

Hi all, bit confused to be honest. I got the email about adding COO to my listings, so went on live chat ( inconvenient compared to emails ) ,and got 1 Yes and 1 No to this question:

I have received an email concerning Country of Origin (COO) for goods shipped cross-border to customers in EU and UK and I need some advice please. I don't ship outside of the UK so the 2 reasons given for having to comply with COO are:

You are required to provide COO for all your goods which you ship to customers:

From non-EU countries or territories into the EU

or

From non-UK countries or territories into the UK

I do neither of these, so do I need to take any action at all?

So I have screenshot the answer that my listings, sales and account wont be affected by not completing this, but I don't feel confident as it seems the Amazon doesn't seem to know themselves.

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