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This article applies to selling in: United Kingdom

Prepaid returns for seller-fulfilled orders

For all prepaid return label sellers, Amazon automatically authorises UK returns that fall within Amazon’s returns policy.

We provide customers with prepaid return shipping labels on your behalf through Buy Shipping Services. We only send you return requests that are outside of Amazon’s policy or exempt from this requirement for manual review. The requirement to issue a refund within two business days of receipt of a return remains unchanged.

Review the relevant sections to familiarize yourself with the specific details of prepaid returns.

Table 1. Prepaid return details
Item Policy or requirements
Self-Enroll in prepaid return label Click on Orders > select Manage Returns > selectReturns Settings >select Get access to faster returns by taking advantage of the Prepaid Returns Label program. To Learn more click on Enroll.
Maintain account requirements To provide prepaid return shipping, you must ensure that your account is properly enabled.
  1. Set up a default return address for your account. The Selling on Amazon policy requires a UK domestic address for the prepaid returns label program. PRL will be issued wherever there is coverage from the carrier. To update go to Settings >Account Info, access the Seller Account Information page. Go to the Shipping and Returns Information section, click Return Address, and then fill it out with the appropriate address.
  2. Maintain and update accurate weight and size information entered for products you sell. We calculate return shipping costs based on this information. Amazon will charge your seller account for the cost of the return shipping once the buyer ships the product. The costs for return shipments in each weight band are outlined on the Shipping costs for seller fulfilled returns page.
  3. For customer faulted returns, add a message to the buyer by clicking on Settings > Return settings >select General settings > enter buyer message in Your return instructions > click Save Settings.
The return process You receive an email notification each time a customer requests a return and receives a prepaid return shipping label. Furthermore, the Manage Returns workflow in Seller Central will display all returns. For details, see Manage returns.
Multiple return addresses You can configure multiple return addresses for each of the marketplaces you offer listings. You can either configure a rule or specify SKUs for which you want different return addresses. For details, see Multiple return addresses.
Returnless refunds You can offer returnless refunds. 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. Even though you will not need to do anything to complete the request, you can still find these return requests in Manage Returns. You will no longer have to process refunds for these returns manually. For details, see Returnless refunds.
Return shipping Either Royal Mail or Hermes provides return shipping for seller fulfilled orders through Buy Shipping Services. For details, see Return shipping and Shipping costs for seller fulfilled returns.
Important: We will charge your account for the return label cost only when the buyer returns the package to the carrier.
Refunds and cost of shipping For handling refunds and cost of shipping, see Refunding shipping cost.
Reports for prepaid returns All prepaid returns are recorded in your Settlement and Payments report and the Returns report.
  • Settlement and Payments report: Each return shipping charge will be displayed in your Settlement and Payments reports, as Shipping services purchased through Amazon. These costs will be separated from the order charges.
  • Return report: You will receive an email notification each time a customer requests a return and receives a prepaid shipping label. Additionally, you can download a report of all return requests you have received, including the status of each return, using Return Reports in Seller Central. Both the email and the report will include the Order ID, Tracking ID, Reason Code, Shipping Cost, Date Requested, RMA, and Comments.
Ineligible items Prepaid return shipping labels are not always provided for auto-authorized returns. For details, see Ineligible items for prepaid returns.
Customer returns exemptions Several categories and subcategories are automatically exempt from prepaid returns. You do not need to request exemptions for these categories.

The following programs and categories are automatically exempt from prepaid returns:

  • Handmade
  • Amazon Custom
  • Sexual wellness
  • Certified Preowned Watches
  • Business, Industrial & Scientific Supplies > Professional Medical Supplies
  • Business, Industrial & Scientific Supplies > Professional Dental Supplies

You can request exemptions for SKUs that fall under the following categories:

  • Items that have special shipping or handling requirements (for example, dangerous goods)
  • Items that are non-returnable by law
  • High-valued items that need special shipping (for example, items that require special shipping insurance)
  • Non-physical items (for example, warranties, digital software, or digital coupons)

Exemptions due to different address or, having better return shipping rates from a different carrier are not supported.

For details, see Request exemption from automatic return approvals.

Frequently asked questions

What happens if the return is lost or damaged in transit?

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.

What should I do if the customer can't print the return label?

You can consider the following options:

  • The buyer can return the product on their own. Refer to Return Reason codes for Prepaid Returns for seller-fulfilled orders to understand the return reason. If you are accountable for the return, you must add the cost of return shipping to the refund.
  • The customer can go to an internet café, public library, or local print shop to print the return label.

What if I want to un-enroll in the Prepaid Return Label program?

All prepaid return label MFN sellers who would like to un-enroll from the program need to contact Seller Support. Once unenrolled, the change will reflect in the seller account in 14 days.

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