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.
Review the following sections to familiarise yourself with the specific details of prepaid returns.
|Item||Policy or requirements|
|Maintain account requirements||Keep your Amazon seller account details up to date, including your VAT information:
|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.
|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:
You can request exemptions from prepaid return labels only for SKUs that fall under the following categories:
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:
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.
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.
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.
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.
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:
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.
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.
You can consider the following options:
If you do not have a UK return address, you either:
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.