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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 the return is eligible for instant refund, 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.

    A-to-Z Guarantee claims 

    Important: For every claim submitted by a customer through the A-to-Z Guarantee claims process, Amazon Pay sends you an email with details of the claim and requests your response, giving you an opportunity to present your side of the issue. You can respond to the claim by replying to the email claim notification (Subject: Amazon Pay A-to-Z Guarantee claim filed for Amazon Pay Order ID <>, From: amazon-pay-seller-guarantee@amazon.com) with the requested information. If you have a Seller Central account you can also manage your claims proactively by visiting the A-to-Z Guarantee claims page in Seller Central (find a link to the A-to-Z Guarantee claims page in the Performance section).

    Important: You have seven calendar days to respond to Amazon Pay's notification, but it is a best practice to reply immediately. Within the seven calendar day period, you can issue a refund to the customer or represent your case to Amazon. If the item that is the subject of the claim has not yet shipped, you can cancel that portion of the order. If you do not respond within the time frame, we will automatically assign the claim to you. For assigned claims, we will reimburse the customer and may debit your account or cancel any future payment, as applicable.

    Important: Amazon Pay might follow up with you to request more details as the investigation of the claim progresses. Please keep track of all emails from Amazon Pay and respond as soon as possible (i.e. within three calendar days for any follow-up replies).

    Buy with Prime Chargeback process 

    Important: In the case of a chargeback, Amazon Pay will send an email notification to your Amazon Pay account email address.

    What is a chargeback?
    In the case of a buyer dispute or an A-to-Z Guarantee claim, the buyer contacts Amazon Pay to mediate a problem with their transaction or to make a claim under our A-to-Z Guarantee program. In the case of a chargeback, the buyer contacts their bank or credit card company to dispute a charge. Note that the bank or credit card company decides the outcome of a chargeback, not Amazon Pay.

    Important: First, review your chargeback notification for important details such as the reply-by date. Next, review transaction details along with any customer communications you have received. Determine whether you would like to dispute or accept the chargeback. If you want to dispute a chargeback, please respond using the instructions found in your chargeback notification email within 11 calendar days.

    You can respond to a chargeback by replying to the email chargeback notification (Subject: Amazon Pay <> chargeback received, From: amazon-payments-cb-inquiry@amazon.com) with the requested information.

    Important: Amazon Pay might follow up with you on more details as the investigation progresses. Please keep track of all emails from Amazon Pay and it is recommended to respond within three calendar days for any follow-up replies.

  • 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.

  • Getting started: A-to-Z Guarantee claims

    The following processes explain how to respond to certain claim types:

    Claim reason-Item not received/ item received late
    1. Explain your side of the issue in the representation form in Seller Central or respond to the email from Amazon Pay.
      Describe your side of the issue in detail. This will help the investigator understand the issue. 

    2. Provide a verifiable shipment tracking number or proof of shipment date, carrier, method, and class if shipped via a non-traceable method.
      To retrieve this information:
      1. Go to your Buy with Prime merchant console.
      2. Click the Orders tab.
      3. Search the corresponding Order ID and click View shipment details.
      4. Copy and paste the Tracking ID into your response.

    3. Provide a copy of the receipt or order confirmation email you sent to the customer that shows the date of purchase, shipping address, total purchase price including shipping and handling, taxes, and any other charges, and the description, price, quantity. If the item was not new, the condition of each item.
      To retrieve this information:
      1. Go to your Buy with Prime merchant console.
      2. Click the Orders tab.
      3. Search the corresponding Order ID. Click the Actions icon […]  and then click View invoice.
      4. Click Print and then Save to save the invoice as a file. Upload the file as a part of your response.

    4. Include details of any communication you had with the customer on the particular order/claim.
      Describe any communication (with screenshots, if possible) you have had with the customer on this particular issue.

    Claim reason-Materially different
    1. Explain your side of the issue in the representation form in Seller Central or respond to the email from Amazon Pay.
      Describe your side of the issue in detail. This will help the investigator understand the issue. 
       
    2. Include a copy of the receipt or order confirmation email you sent to the customer that shows the date of purchase, shipping address, total purchase price including shipping and handling, taxes, and any other charges, and the description, price, quantity, and, if it was not new, condition of each itemProvide a verifiable shipment tracking number or proof of shipment date, carrier, method, and class if shipped via a non-traceable method.
      To learn how to get a copy of receipt, see the previous section, claim reason: Item not received/ item received late for step-by-step guidance.

    3. Include a description of the disputed item and URL of the detail page where the disputed item is listed. you had with the customer on the particular order.
      Describe the disputed item and add URL of the detail page where the item is listed on your site.

    4. Include details of any communication you had with the customer on the particular order.
      Describe any communication (with screenshots, if possible) you have had with the customer on this particular issue.

    Claim reason-Returns or refunds related
    1. Explain your side of the issue in the representation form in Seller Central or respond to the email from Amazon Pay.
      Describe your side of the issue in detail. This will help the investigator understand the issue.
       
    2. Include a copy of the receipt or order confirmation email you sent to the customer that shows the date of purchase, shipping address, total purchase price including shipping and handling, taxes, and any other charges, and the description, price, quantity, and, if it was not new, condition of each itemProvide a verifiable shipment tracking number or proof of shipment date, carrier, method, and class if shipped via a non-traceable method.
      To learn how to get a copy of receipt, see the previous section, claim reason: Item not received/ item received late for step-by-step guidance.

    3. The URL of the page where you describe your returns policy and return address. 
      For the Returns policy, copy and paste the Amazon standard return policy from the following link: https://www.amazon.com/gp/help/customer/display.html?nodeId=15015721

    4. Include a copy of the return label provided to the customer, if any.
      To retrieve this information:
      1. Go to your Buy with Prime merchant console.
      2. Click the Returns tab.
      3. Search the corresponding Order ID. Click the Actions icon […]  and then click View retruns instructions and label. Save the return label as a file and upload as part of the response. 

    5. Include details of any communication you had with the customer on the particular order/claim.
      Describe any communication (with screenshots, if possible) you have had with the customer on this particular issue.

    Claim reason-Charged more than expected
    1. Explain your side of the issue in the representation form in Seller Central or respond to the email from Amazon Pay.
      Describe your side of the issue in detail. This will help the investigator understand the issue.
       
    2. Include a copy of the receipt or order confirmation email you sent to the customer that shows the date of purchase, shipping address, total purchase price including shipping and handling, taxes, and any other charges, and the description, price, quantity, and, if it was not new, condition of each itemProvide a verifiable shipment tracking number or proof of shipment date, carrier, method, and class if shipped via a non-traceable method.
      To learn how to get a copy of receipt, see the previous section, claim reason: Item not received/ item received late for step-by-step guidance.

    3. Include details of any communication you had with the customer on the particular order.
      Describe any communication (with screenshots, if possible) you have had with the customer on this particular issue.
  • Getting started: Buy with Prime Chargeback process

    The following process explains how to respond to dispute a chargeback:

    Required information

    If you want to dispute the chargeback, explain your side of the issue in the representation form in Seller Central or by responding to the email from Amazon Pay.

    At a minimum, you must include the following information:

    • The status of the transaction
    • A description of the product or service
    • Proof that the item or service was received by the cardholder

    In addition, it is very helpful to include any of the following:

    • Order confirmation emails
    • Details of any changes to refunds or canceled orders
    • Tracking numbers
    • Photos of the item
    • A description of the product
    • A copy of your refund and return policies
    • Customer communiation records
    • Proof that the item or service was received by the cardholder

    Describe your side of the issue in detail. This will help the investigator understand the issue.

    1. Upload proof of delivery.
      1. Go to your Buy with Prime merchant console.
      2. Click the Orders tab:
      3. Search the corresponding Order ID. and click View shipment details
      4. Copy and paste the Tracking ID into your response.

    2. Invoice.
      To retrieve this information:
      1. Go to your Buy with Prime merchant console.
      2. Click the Orders tab:
      3. Search the corresponding Order ID. Click the Actions icon […]  and then click View invoice.
      4. Click Print and then Save to save the invoice as a file. Upload the file as a part of your response.. 

    3. Item description page.
      Describe the disputed item and add URL of the detail page where the item is listed on your site.

    4. Returns policy. 
      For the Returns policy, copy and paste the Amazon standard return policy from the following link: https://www.amazon.com/gp/help/customer/display.html?nodeId=15015721.

    5. Buyer-Seller correspondence.
      Describe any communication (with screenshots, if possible) you have had with the customer on this particular issue.

    6. Return label (if applicable).
      1. Go to your Buy with Prime merchant console.
      2. Click the Returns tab:
      3. Search the corresponding Order ID. Click the Actions icon […]  and then click View retruns instructions and label. Save the return label as a file and upload as part of the response.

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.

  • Eligibility for instant refund is based on multiple factors related to the order.


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