Starting on August 30, 2024, we’re updating the process for Fulfilled by Merchant returns for heavy and bulky items (weighing 31.5 kg or more, or whose longest side when packed exceeds 175 cm). You’ll now be required to offer home collection on heavy and bulky item returns with a refund.

This change aims to make it easier for customers to shop Fulfilled by Merchant heavy and bulky items on Amazon, by ensuring that they have a returns experience that meets their expectations. We recommend that you check with your carrier to make sure that home collection is part of your current contract and make any updates as needed.

You can continue to offer customers a partial refund or part replacement instead of home collection if the customer agrees. You’ll be required to share the tracking ID for the replaced part with the customer, and complete the return request using the reason code “Return request cancelled.”

To provide customers visibility into your return arrangements and avoid unnecessary A-to-z Guarantee claims or an impact to your order defect rate, you must:

• Authorize or deny a return request within 48 hours where the request is not auto-authorised.
• Within 48 hours of the return request authorisation, use Buyer-Seller Messages to let customers know that the collection process has started. Make sure to provide the estimated collection time and upload the prepaid return label and tracking ID. To learn how, go to Upload a prepaid return label.
• Arrange for the collection from a customer’s address.
• Ensure that the collection is successful within three attempts based on the scheduled time you provide to the customer.

For more information on the requirements for heavy and bulky item returns and how to avoid A-to-z Guarantee claims, go to Prevent an A-to-z Guarantee claimand About A-to-z Guarantee claims.

For more information about the returns process, go to Manage Returns.