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  • Quick start guide: Refunds

    Fully automated refunds

    Your customers' return experience is automated from the time they submit a return request until they get their refund.

    Customers can request free returns from the online returns center, which they access using a link in their order confirmation email. From the online returns center, customers can print out shipping labels for carrier drop off and return merchandise authorizations (RMAs) along with instructions.

    If both the customer and the item being returned are eligible for instant refunds, the refund will be processed as soon as the customer drops off the product with the carrier. Otherwise, the return is processed after the product arrives at the fulfillment center and the refund is approved.

    Manual refunds

    You can manage refunds manually from the Orders tab in the merchant console. To learn more about managing refunds, go to: Manage and issue refunds.

  • Getting started: Manage and issue refunds

    To manually issue a refund:

    Step 1Open the merchant console.

    Step 2Choose Orders, then Returns.

    Step 3Find the order you want to refund, then choose the Actions icon.

    Step 4Choose Refund.

    Step 5To complete the refund, choose:

                a. The items in the order that you want to refund.

                b. Whether you want to send an email notification to the customer. Note: If you choose to add a free-form message to the customer, only include information about the refund and do not include promotional information.

                c. Whether you've already issued a refund through the Amazon Pay console. Note: When you choose this option, the payment status of the item is already Refunded.

    When the refund is complete, the status of the item updates to Refunded. After you issue a refund, you can't cancel a refund. 

    Tip: For your products that offer Buy with Prime, you must follow the Buy with Prime pre-defined returns policy and you should update your existing returns policy to incorporate the Buy with Prime returns policy. To learn more about the Buy with Prime return policy, go to: About Our Returns Policies.

Refunds FAQ

Get answers to common questions about refunding items from your site.
  • Your customers' return experience is automated from the time they submit a return request until they get their refund. From the online returns center, customers can request free returns and print out shipping labels for carrier drop off and return merchandise authorizations (RMAs), along with instructions. 

  • A refund may not be issued if a customer doesn't drop off the product to the return shipper within the free return window. The customer will see an updated status in their order details page indicating when the return window closed. 

  • You might need to manually issue a refund for Buy with Prime returns if:

    1. Amazon Pay isn't able to process an automated refund. When a refund isn't processed, you receive an email notification.
    2. The customer does not drop off the item within the free return window.
  • Buy with Prime doesn't support issuing concessions or goodwill refunds. 

  • You decide how quickly to issue refunds. For the best customer experience, Buy with Prime recommends processing refunds within three to five business days.


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