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  • Quick start guide: How do returns work?

    Fully Automated Returns:

    Buy with Prime provides automated returns and refunds that streamline the customer's return experience from the time they submit a return request, to when they get their refund.

    Note: You must follow the Prime returns policy for Buy with Prime items and update your existing policies to incorporate the Prime returns policy found at: About Our Returns Policies.

    With Buy with Prime returns:

    • Customers can automatically create returns through the online returns center on your site.
    • Customers receive free return labels for carrier drop off.
    • Customers receive email notifications when their returns are processed.


    From the Returns tab in the merchant console, you can:

    • Monitor and track Buy with Prime returns.
    • Address any returns where action is needed.
    • Get details about a specific return, including the return reason, return merchandise authorization (RMA) ID, and return date.
  • Getting started: Manage returns

    You must follow the Prime returns policy for Buy with Prime items. To access the Prime returns policy, go to: About Our Returns Policies.

    To track and manage your returns:

    Step 1Open the merchant console.

    Step 2Choose Orders, then Returns.

    Step 3Filter to see only your Open or Resolved returns.

    Step 4To manage a return, choose the actions icon. You can see return details, see order details, issue a refund, or see the return instructions and label.

    From the returns detail page, you can find details such as return reason, item condition, status, return timeline, and next steps.

    Note: The Returns tab only shows orders that already have a return associated with them. To see all of your orders, go to the Orders tab.

    Customers can initiate automated returns through their order confirmation email and you’ll see the return in the merchant console.

    A customer may instead request a return from you through the Amazon Pay email they also receive automatically when they’ve placed an order. In that case, you won’t see it in the merchant console, and you will receive an email from the customer requesting a return. If the customer contacted you through the Amazon Pay email, instruct them to use the following steps to initiate a return:

    Step 1Open the order confirmation email.  

    Step 2Choose Order details to see the order details page in the online returns center.

    Step 3Choose the Return button on the order details page. Note: Customers only see this button after the order has been delivered.

    Step 4For multiple-quantity orders, select the quantity being returned. Single-quantity orders are automatically directed to the return details page.

    Step 5Enter additional information about the return, for example: return reason, on the return details page.

    Step 6Confirm the estimated refund amount and summary of return details to create the return. When the return has been created, you’ll receive a return confirmed email.

    Step 7In the return confirmed email, choose Print return label and attach the printed label to the packaged return. Note: You can also access the return label from the order details page.

    Step 8Drop the return off at the location of the carrier listed on the return label.

     

Returns FAQ

Get answers to common questions about returns.
  • To find the status of your Buy with Prime returns:

    1. Open the merchant console.
    2. Choose Orders, then Returns.
    3. Find the order you want to track, then view the status and return history.
  • To start a return, the customer should follow these steps:

    1. Open the order confirmation email.
    2. Choose Order details to see the order details page in the online returns center.
    3. Choose the Return button on the order details page. Note: Customers only see this button after the order has been delivered.
    4. For multiple-quantity orders, select the quantity being returned. Single-quantity orders are automatically directed to the return details page.
    5. Enter additional information about the return, for example: return reason, on the return details page.
    6. Confirm the estimated refund amount and summary of return details to create the return. When the return has been created, you’ll receive a return confirmed email.
    7. In the return confirmed email, choose Print return label and attach the printed label to the packaged return. Note: You can also access the return label from the order details page.
    8. Drop the return off at the location of the carrier listed on the return label.

    Note: If your customer loses the order confirmation email, you can send a new one using the Contact customer option on the orders page in the merchant console.

     

  • The Prime returns policy can’t be changed. Merchants and customers must adhere to the policy as is. To access the Prime returns policy,  go to: About Our Returns Policies.

  • To export data for Buy with Prime returns:

    1. Open the merchant console.
    2. Choose Orders, then Returns.

    Filter the orders that you want to export, then choose Export. 

  • Buy with Prime provides metrics for Buy with Prime returns:

    1. Open the merchant console.
    2. Choose Analytics, then Returns.
  • You can't manually generate an automated return for a Buy with Prime order. Customers can create an automated return through their order confirmation email. If they have lost their order confirmation email, you can send a new one using the contact customer option on the orders page in the merchant console. For all other items, you can manage returns outside the merchant console.

  • The customer can find the return label on the order details page in the online returns center.

    You can also send the customer the return label:

    1. Open the merchant console.
    2. Choose Orders, then Returns.
    3. Search for individual returns or filter to see only your open or closed returns. You can search, filter, and sort by:
      • Return merchandise authorization (RMA) number
      • Order ID
      • Return requested date
      • Item and quantity returned
      • Status
      • Return reason
      • Refund date            
    4. Choose the Actions icon, then View return instructions and label.
    5. Choose Resend return confirmation.
  • If the return window has passed, the customer can't start a new return for that item using the online returns center.

    Customers can still reach out to you, and you can choose to accept the return. You can issue a refund manually from the merchant console, but you need to process the return outside of the merchant console.

  • If customer didn't generate a return label within the return window, the customer can't use the online returns center.

    Customers can still reach out to you, and you can choose to accept the return. You can issue a refund manually from the merchant console, but you need to process the return outside of the merchant console.

  • If an item shows Return Failed, check the return timeline to see where the item stopped, then contact the customer to provide a manual refund or contact merchant support to investigate the cause.


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