You can take several actions on return requests in the Manage Returns tool.
Review the request and authorise the buyer to return the item to you. You can review multiple return requests at the same time by selecting the requests you'd like to review and then selecting "Authorise all selected returns" from the drop-down menu at the top of the Manage Returns page.
You can update your settings to receive return request emails with links to Authorise, Close or Reply, and you can have Amazon automatically authorise return requests. You may want to automate returns if you are away from your business for any reason. Learn more.
During the authorisation process, you will be prompted to either use the Return Merchandise Authorisation (RMA) number generated by Amazon or enter a custom RMA number of your own. RMA numbers will appear to the buyer on both the RMA and the Amazon-generated return label.
You will be prompted to choose a return address. You will have the option of using one of your previously saved return addresses or adding a new return address.
You will also have the option of using an Amazon-generated return label or uploading your own custom return label. If Amazon generates the return label, the buyer will receive a return label, which is not prepaid, that includes your default return address.
Close the return request if you plan on providing a refund without requiring the item's return or if you decide not to accept a return (for example, if the request is outside of Amazon return policies).
Select the reason for closing the request and provide comments to the buyer. Once the request is closed, Amazon will send the buyer a message with the reason for closure. A buyer also can close a return request. You will receive an email notification when a buyer closes a return request.
To encourage buyers to have confidence when they make purchases from sellers, we believe that it's important to provide buyers with excellent service during the return process. If the cost of a return (yours or the buyer’s) exceeds the value of the original item, consider contacting the buyer and offering to let the buyer keep the original item and still receive a full refund. If you will not be providing an option for the buyer to keep the original item, and if the buyer will be responsible for return shipping costs that are close to or exceed the item's value, we recommend at least contacting the buyer to ensure that they are aware of the cost of dispatch and, if possible, offering credits, incentives (such as a discounted shipping rate) or both to provide a better experience.
You can issue a refund either after the item has been returned or, if you are allowing the buyer to keep the item, immediately. If you want the item to be returned, we encourage you to wait until you've received it before issuing a refund in order to evaluate its condition on return.
Send the buyer an email to discuss the issue and work towards a resolution.
For more information on a specific return request, click on Read return details & order history within the return request.