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This article applies to selling in: United Kingdom

Refunds of Buy Shipping fees

You might be able to request a refund of Buy Shipping fees in accordance with the carrier's applicable terms and conditions. The following notes apply:

  • A refund will only be issued if approved by the carrier.
  • If you request a refund and use alternative shipping, make sure to send the buyer the new shipping and tracking information. Otherwise, the buyer will not receive an automatic notification of the change and the original tracking information will remain associated with the order in the buyer's Amazon account.
  • If you dispatch a package and confirm the shipment on time, but the carrier delivers it late, you are not obligated to issue a shipping refund to the buyer. Instead, direct the buyer to contact the carrier and request a refund based on the carrier's on-time delivery guarantee.
  • To avoid negative feedback or an A-to-z Guarantee claim, dispatch the item promptly or, if you are unable to fulfil the item, refund the buyer as soon as possible.

To learn more about buying delivery labels, see Buy delivery through Seller Central. See Reprint a delivery label if you need to refund and reprint a label.

Request a refund

To apply for a refund, follow these steps:

  1. In Manage Orders, find the order for which you want to request a refund of Shipping Services fees.
  2. Click the Order ID link in the Order ID/Product Details column.
  3. Click the Refund Shipping button above the product and package details.
  4. Tick the box at the bottom of the page to certify that the shipping services were not used.
  5. Click Refund Shipping.

View the status of a refund

You can view the status of your refund request in the Shipping Services Refunds section of the Order Details page. The status will be Refund Pending while your request is being processed.

If the refund has been approved, the status will be Complete and the refund amount will appear as a credit on the Order Details page. The refunded amount also appears under Delivery services in your settlement report and on the View Transactions page in the Payments section of your seller account.

If the refund is not approved, the status will be Refund Rejected.

Note: If you are using Collect+ as your carrier, you must apply for a refund within 14 days. Most Collect+ refund requests are processed within 6 to 8 weeks. Refer to Collect+specific terms and conditions for more information about refund requests. If you are using Royal Mail, you must apply for a refund within 7 days. Most Royal Mail refund requests are processed within 1 to 2 weeks. Refer to Royal Mail specific terms and conditions for more information about refund requests.
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