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This article applies to selling in: United Kingdom

Manage returns

To ensure a consistent experience for buyers, you must match or exceed Amazon’s return policies.

Return process

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 Orders on Seller Central and select Manage Returns.

Any return requests that do not meet Amazon’s Return Policy will not receive an automated return authorisation. Note that several categories and subcategories are exempt from automatic return authorisations and that return requests of such items will be sent to you for manual review. This includes:

  • Handmade
  • Amazon Custom
  • Sexual Wellness
  • Professional Medical Supplies and Professional Dental Supplies
  • Hazardous goods

Note:Starting August 30, 2021, the following categories and subcategories will also be exempt from automated return authorisations.

  • Grocery and Wine
  • Video, Video Games, Software and DVD
  • ‘Flowers & Bouquets’ and ‘Fresh Cut Flowers’
  • Hygienic items from product categories Baby, Beauty, Health & Personal Care, Personal Care Appliances

Make sure that you respond to pending return requests within 24 hours. For more information on how to manually review and process such return requests, refer to Process Return Requests.

To monitor returns, go to Manage Returns or download a Return Report. To download a return report, go toOrders > 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.

Return labels displays your return address. Make sure it is up to date. To update your default return address, refer to Set your default return address.

Note: If no domestic return address is available in your Return Address Settings, the unpaid return shipping label will display your business address.

Step 3: Issuing a refund

You must issue a refund to the buyer within two working days of receiving a return.

For more information on how to refund orders, refer 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 Issuing concessions.

Note: If a refund was issued on your behalf through an A-Z claim and you believe that you were charged incorrectly, you can appeal A-Z claim from A-to-z Guarantee Claims.

International returns

If you are located outside the country you are selling in, you must do one of the following:

  • Provide buyers with a merchant pre-paid return label, where you are responsible for the return shipping cost. This cannot be deducted from the buyer’s refund or
  • Offer a refund without requesting return. To reduce manual effort, you can automate Returnless Refunds. For more details, go to Returnless refunds or
  • Provide buyers with a UK return address. For example, if your listing is on Amazon.co.uk, the return address must be within the United Kingdom. If you want to provide a UK return address but are located outside the UK, our international returns provider on Solution Provider Network will help.
  • Provide buyers with a return address for sales on . If you want to provide a Turkish return address but are located outside of , an international returns provider from theSolution Provider Networkmay be able to help.

Prepaid return label programme for Seller Fulfilled orders

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.

Note: Continued use of Selling on Amazon service constitutes your acceptance of the update programme policies and carrier terms and conditions. The cost of the return label is automatically issued on your behalf and will be charged to your seller account when the package is received and scanned by the carrier. It is important to review and keep your Amazon Seller account details up to date, including your VAT information. For more information, refer to VAT information in your Amazon Seller Central account.

The requirement to issue a refund within two working days of receipt of a return remains unchanged. For more information, refer to Manage refunds. For a full list of customer-fault and seller-fault reason codes, refer 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, refer to Prepaid returns for seller-fulfilled orders.

Cancelled returns

If a buyer contacts you directly to cancel a return request, ask them to cancel it through their Amazon account. You will get an email when buyers cancel pending requests.

Fulfilment by Amazon (FBA) orders

Amazon manages returns and refunds of orders delivered through FBA. To learn how Amazon manages returns, refer to FBA customer returns policy.

See also

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