Step 1: Return authorisation
To ensure operational efficiency and a consistent customer experience, Amazon will automatically authorise in-policy return requests on your behalf. To identify automatically authorised return requests via the Auto-authorised flag, go to the Orders tab in Seller Central and select Manage Returns.
Any return requests that don’t meet Amazon’s returns policies will not receive an automated return authorisation. Note that several categories and subcategories are exempt from automated return authorisations and that return requests of such items will be sent to you for manual review and authorisation. This includes:
For return requests that require manual authorisation, make sure that you respond within 24 hours. For more information on how to manually review and process such return requests, go to Process Return Requests.
To monitor returns, go to Manage Returns or download a Return Report. To download a return report, go to Orders > Manage Returns > View reports. Additionally, Amazon will send you an email when a buyer creates a return request.
Step 2: Return shipping labels
When a return request is approved, Amazon sends a return shipping label to the buyer with your UK default return address. In case sellers have a UK default return address, this return label will be prepaid. All return requests that fall outside of Amazon return policy or are exempt will require manual review and authorisation, where you can provide the buyer a merchant pre-paid return label by uploading a custom pre-paid label. For more information on uploading custom labels, go to Upload a pre-paid return label and Pre-paid return label requirements.
As return labels displays your return address, make sure it is up to date. For details on how to manage your default return address, go to Multiple return addresses.
Step 3: Issuing a refund
You are required to issue a refund within two business days of receipt of a return. If you do not take action regarding the refund, Amazon might refund the customer on your behalf and charge the amount to your seller account.
For more information on how to refund orders, go to Refund orders. We encourage you to wait until you receive a returned item before issuing a refund so that you can evaluate its condition. If you would like to issue a concession in addition to or instead of refunding order amounts, go to Issue concessions.
If you are located outside the country you are selling in, you must do one of the following:
Amazon Prepaid Return Label feature is enabled for all selling partners with a UK default return address. This means that all buyer initiated returns requested via 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 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. By 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 pre-negotiated for this service by Amazon are available on Shipping costs for seller fulfilled returns.
The requirement to issue a refund within two working days of receipt of a return remains unchanged. For more information, go to Manage refunds. For a full list of customer-fault and seller-fault reason codes, go to Return Reason codes for Prepaid Returns.
All customer return requests that fall outside the scope of the Amazon Return policy or are exempt from this feature will be sent to you for manual review and authorisation.
To learn more about the feature, go to Prepaid returns for seller-fulfilled orders.
Amazon manages returns and refunds of orders shipped through FBA. To learn how Amazon manages returns, go to FBA customer returns policy.