Reimbursement policy for Buy with Prime orders

• When a customer returns an item to an Amazon fulfillment center, and the returned item is in sellable condition, you aren’t eligible for reimbursement because the item is added back into your sellable inventory.
• When a customer returns an item to an Amazon fulfillment center, and the returned item is in unsellable condition because of an Amazon-attributed issue, such as lost or damaged by an Amazon carrier or facility, you’re eligible for a reimbursement.
• When a customer returns an item to an Amazon fulfillment center and the returned item is in unsellable condition because it was damaged by the customer, subject to recall, or defective, you aren’t eligible for any reimbursement and the inventory is moved to your unfulfillable inventory.
• When a customer doesn’t return a refunded item, unless asked not to return by Amazon, you aren’t eligible for reimbursement. For more information, go to Items that You Can’t Return.
• When you (merchant) issue refunds to the customers, you aren’t eligible for a reimbursement, unless you’re explicitly authorized by Amazon to do so.
• You’re eligible for a reimbursement only when your Buy with Prime account is active and not under review or suspension.

If an item is eligible for a reimbursement, and we haven’t yet reimbursed you, you can submit a claim to replace the item with a new one with the same FNSKU.

• Check your Reimbursements report to see if you’ve already received a reimbursement for the eligible item, based on the Amazon order ID. Refer to this FAQ section for details on how to find your Buy with prime order ID using the Amazon order ID on Seller central.
• Check your Customer Returns report to see if the refunded or replaced item was returned to your inventory. To check the condition of the returned item, perform the following steps:
  
  1. Sign in to merchant console.
  2. From the side menu, choose Orders, and then Returns.
  3. Select the item to see the Return reason, Item condition, Item status, and Payment status.

After reviewing and reconciling the reports, if you still believe that you’re due a reimbursement for an eligible item, contact Merchant Support to file a claim.

We calculate the reimbursement value based on the price of the item sent to the customer on the original order, minus the Prime service fee, Apay fee, and the applicable fulfillment fees. For more information on the fees for Buy with Prime orders, go to Pricing. The maximum reimbursement amount for an otherwise eligible single unit in a Buy with Prime order is $5,000. For items valued at more than $5,000, we recommend that you consider buying third-party insurance.

We issue automatic reimbursements when a customer receives a refund for an item—either directly from Amazon or through a merchant with an authorization from Amazon, if the item isn’t delivered to the customer or returned to an Amazon fulfillment center within 60 days of the refund. For items returned to an Amazon fulfillment center within 60 days of a customer refund, we evaluate the condition of each item. If we determine that the item is sellable, we return it to your inventory. If we determine that it’s unsellable (for example, defective or damaged), we assess who caused the damage and reimburse you for Amazon-attributed issues automatically.

Returned inventory that can’t be reimbursed or moved to your sellable inventory is added to your unfulfillable inventory. For more information, go to Customer Returns report.

A returned item is classified as unsellable for the following reasons:

• The item isn’t in the same condition as previously listed.
• The item is defective, damaged, opened, lacking required labeling, prohibited, or otherwise unsuitable for resale.
• The item might pose a health or safety risk to our associates, or to the next customer who buys it. Examples include, but aren’t limited to, consumables, personal care products, and products with expiration dates.

If a returned product has non-volatile internal memory (for example, a digital camera) and there’s evidence of use, we mark it as unfulfillable. If such items are returned, you must clear the memory of the device.

If we determine that the item is eligible for reimbursement, we either replace the item with a new one with the same FNSKU or reimburse you for it.
We can dispose of any item for which we reimburse you, including by selling it. As a result, such items—including lost items that are found after reimbursement—might appear for sale on Amazon warehouse or other channels.

Inaccurate Weight and dimensions

The following requirements and limitations apply to the reimbursement of fulfillment fees for Buy with Prime orders that we determine were charged using inaccurate weight or dimensions.

We reimburse the fulfillment fees for Buy with Prime orders if we confirm that they were charged using inaccurate weight or dimensions. When the weight or dimensions that you provide vary from our verified measurement, our measurement governs.

To be eligible for reimbursement, you must submit your request within 90 days from the date on which the fee was charged. We remeasure the product at our fulfillment center and reimburse you the difference in fees if charged incorrectly.

A product isn’t eligible for a remeasurement request if any of the following conditions apply:

• It’s already been remeasured twice in the past 60 days by our fulfillment center team.
• There are no available units for your listing in the fulfillment center.
• Your business has exceeded the monthly remeasurement request limit. For more information, go to Understanding item package weight and dimensions.

If you’ve reviewed the weight and dimension data in a fee report and you believe that it isn’t accurate, contact Merchant Support to open a research request.

After we review your request, we notify you if you’re eligible for reimbursement of fulfillment fees.