Prepaid returns for seller fulfilled orders

Amazon Prepaid Return Label (APRL) feature is enabled for all sellers with a default return address in the UK. This means that all customer initiated returns requested via the 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 that 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. 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 are pre-negotiated for this service by Amazon and are available on Shipping costs for seller fulfilled returns. We only send return requests that are outside of Amazon’s policy or exempt from this requirement for manual review.

Note: 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.

Review the following sections to familiarise yourself with the specific details of prepaid returns.

Table 1. Prepaid return details
Item	Policy or requirements
Maintain account requirements	Keep your Amazon seller account details up to date, including your VAT information: Keep your UK default return address updated for your account. When ARPL is enabled in your selling account, we will use this default return address for all prepaid returns purchased with Buy Shipping Services. To learn how to update your return address, go to Set your return preferences. Maintain and update accurate weight and size information 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-shipped product is received by the carrier and is identified by the first scan. Costs for return shipments are detailed on Shipping costs for seller fulfilled returns. Explain the reason for deducting return shipping fees from the refund. Go to Set your return preferences to learn how to add a message for the customer.
The return process	You receive an email notification each time a customer requests a return and receives a prepaid return shipping label through Amazon’s Online Return Centre. For more details on all returns, go to Manage returns.
Multiple return addresses	You can configure multiple return addresses for each store where you offer listings. For details, go to Multiple return addresses.
Returnless resolutions	You can offer returnless resolutions where it makes better economic sense to offer a refund without receiving the item (for example, low ASP items). 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. There is no action required from you to complete the request. You can find all these return requests in Manage Returns. You no longer have to process refunds for these returns manually. To find out more, go to Returnless resolutions and Customer returns for international sales.
Return shipping	A prepaid return label will only be issued if there is coverage by the third-party Buy Shipping Services integrated carrier. Currently, Royal Mail or Hermes provides return shipping for seller fulfilled orders through Buy Shipping Services. For more information, go to Prepaid return shipping carriers and Shipping costs for seller fulfilled returns. Important: We will charge your account for the return label cost only when the customer returns the package to the carrier and when it is scanned.
Refunds and cost of shipping	For handling refunds and cost of shipping, go to Refunding shipping cost. For Fashion items, go to Free returns of Fashion items for seller fulfilled orders (only applicable to the UK store).
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 charges will be separate 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. 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 automatically authorised returns. For more information, go to Ineligible items for prepaid returns.
Customer returns exemptions voluntary	Several categories and subcategories are automatically exempt from prepaid returns. You are not required 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 Professional Medical Supplies and Professional Dental Supplies Non-physical items (for example, warranties, digital software, or digital coupons) Items that are non-returnable by law and dangerous goods (hazardous goods) in any given product category Heavy and bulky items in any given product category Note: Product exemption is based on the information you provide to Amazon when listing your product. Ensure that your product information is accurate and complete at all times, in particular information on dangerous goods (see for example Hazardous and Dangerous Items). Grocery and Wine Video, Video Games, Software and DVD Flowers and Bouquets, and Fresh cut flowers Hygenic items from the product categories Baby, Beauty, Health and Personal care, Personal care appliances Note: A response is required within 24 hours for all pending return requests. For more information on how to manually review and process such requests, go to Process Return Requests. You can request exemptions from prepaid return labels only for SKUs that fall under the following categories: HIGH_PRICE: High-valued items where the price exceeds GBP100 that need special shipping (for example, items that require special shipping insurance) The exempted SKU will be validated against the ASIN price and item condition across Amazon and the exemption reason code HIGH_PRICE (where item price is greater than GBP100) to ensure it is rightly used. In addition, only active SKUs will be eligible for exemptions from prepaid return labels. Effective September 02, 2021, exemptions due to the below reason codes will not be supported: REQUIRES_SPECIAL_SHIPPING: If the item can’t be shipped with a standard shipping label (for example, dangerous goods) offered by 3P carriers integrated in the Amazon Prepaid Returns Label feature. TOO_LARGE_HEAVY: Heavy and bulky items where the shipping weight of the item exceeds carrier agreed weight and dimension guidelines, as these items will be automatically exempt. RETURNLESS RESOLUTIONS: You can still continue to use this feature through the Returnless resolutions option available under Settings > Return Settings > Resolutions. Additional exemptions include, items returned where there is no carrier coverage, such as out of country. For more details, go to Request exemption from prepaid returns for seller fulfilled orders.

Frequently asked questions

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

You are 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.

Where does the shipping weight used to calculate the price of return shipping come from?

The shipping weight used to calculate the price of return shipping is the listed weight displayed on the Product Detail page. However, if you have purchased a label through Amazon’s Buy Shipping services for fulfilling your orders, we will use that weight instead.

Why can I not change or upload my own prepaid return label?

Through the enrolment of your account into Amazon Prepaid Return label, all customer initiated returns requested via Online Return Center (ORC) that fall within the scope of the Amazon return policy are automatically authorised, and a prepaid return label is issued to the customer on your behalf through Buy Shipping services. You can include your own tracked prepaid return label in the outbound shipment, which the customer can choose to use. The customer can also choose to purchase an unpaid label any time.

Who pays for the label and who is ultimately responsible to cover the return shipping cost?

With APRL, the return label will be issued through Buy Shipping services on your behalf, and the applicable rate will be deducted from your selling account when the shipping service provider scans the return parcel. The cost of return shipping is sometimes the seller’s responsibility and at times the customer’s responsibility. You must determine whether you or the customer bears the cost of the return shipping based on the reason for the return. To view the full list of return reasons, go to Return Reason codes for Prepaid Returns.

Some examples when the return cost is the customer’s responsibility are the following:

When an item is returned due to better price available elsewhere
If the customer accidentally ordered the item
If they no longer needed or wanted the item

If the return reason is the customer’s responsibility, how can I deduct the cost of the return shipping label from the amount refunded to the customer?

If the return reason is determined as the customer’s responsibility, then the cost of the return label can be deducted from the value refunded to the customer when you process the refund. To earn customer trust, we recommend that you inform the customer of this deduction and clearly state the reason for taking that action. If the return reason is determined as the seller’s responsibility, then the cost of the return shipping is also your responsibility. This process remains unchanged.

What items are exempted from APRL?

All items that fall outside the scope of the Amazon Return policy are exempted from APRL and will be sent to you for manual review and return authorization. Such products include Handmade, Amazon custom, Sexual wellness, Certified preowned watches, Business, industrial and scientific supplies (Professional medical and dental supplies), Dangerous /Hazmat goods (containing hazardous material), non-physical items (for example, warranties, digital software, or digital coupons), items that are non-returnable by law, Heavy/bulky items that exceed carrier agreed weight and dimension guidelines. Additional exemptions include items returned where there is no carrier coverage, such as out of country. Go to Customer returns exemptions mentioned above.

You can also request specific exemptions from APRL for high valued items (price exceeds GBP100) that require special shipping and insurance. You can also review exclusions listed under Our Voluntary Returns policy. A customer’s statutory right remains unaffected by this policy change.

What should I do if the customer cannot print the return label?

You can consider the following options:

The customer can return the product on their own. Go 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.

Should I pay for international returns?

If you do not have a UK return address, you either:

Provide customers with a seller pre-paid return label, where you are responsible for the return shipping cost. This cannot be deducted from the customer’s refund.
Offer a refund without requesting a return for the package. To reduce manual effort, you can automate Returnless Resolutions.
Provide customers with a UK return address. If you want to provide a UK return address but are located outside the UK, an international returns provider on the Service Provider Network can help.

Important: Effective October 5, 2021, we are making changes regarding return items equal or under GBP20. For more information, go to Customer returns for international sales.

What are the return rates charged with APRL?

Currently, Hermes and Royal Mail are the only integrated third-party carriers that support returns within the UK. They offer competitive rates for a tracked shipping option, which protects you and the buyer against items lost in transit. For more details, go to Shipping costs for seller fulfilled returns.

For additional questions, contact Selling Partner Support.

Prepaid returns for seller fulfilled orders

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