• How do returns work?

    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. Customers can initiate either a label-free, box free return or a UPS or USPS printed-label return through the online returns center accessed from their order confirmation email, and they will receive email notifications when their returns are processed after their drop-off.

    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.

    Label-free, box-free returns:

    • Customers can use label-free, box-free returns at participating drop-off locations.
    • Customers can view eligible locations for their returns on the online return center.
    • Customers can select their drop-off location to receive a return confirmation email with a link to access item-specific QR code.
    • Customers can go to their preferred drop-off location, show the QR code, and then give the item to the store agent—no box or return label is needed.
    • At this point, Buy with Prime customers can access label-free, box-free returns at the UPS store, Whole foods and Amazon stores (Go and Fresh).

     

    Note: Returns without a box or label have maximum weight, dimension and item value allowance-

    • The UPS Store- 10 pounds; Whole foods & Amazon stores-20 pounds,
    • The UPS store - 16 inches (L) X 16 inches (B) X 16 inches (H), Whole foods & Amazon stores- 24 inches (L) X 18 inches (B) X 18 inches (H)
    • Item value less than USD $500

     

    If a label-free, box-free drop-off location isn’t available, customers can choose a UPS or USPS printed-label return.

    UPS/USPS printed-label returns:

    • Customers can print a free return label for drop-off at their local UPS location.
    • Customers can print a free return label for drop-off at their local USPS location.

     

    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.
    • Resend the return label or QR code to the customer.
  • Manage returns

    You must follow the Amazon.com returns policy for your Buy with Prime orders.

    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 in their online returns center and see returns 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 or through any other available channels to contact you. In that case, you won’t see it in the merchant console, and you’ll receive an email from the customer requesting a return. If the customer contacted you requesting for a return, instruct them to use the following steps to initiate a return:

    UPS or USPS printed-label returns

    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 6Choose UPS Drop-off or USPS Drop-off (Whichever is available) on the Select return method page.

    Step 7Confirm the estimated refund amount and summary of return details to create the return. When the return is confirmed, you will receive a return confirmation email.

    Step 8In the return confirmation email, choose View return instructions. Print the return label and attach it to the packaged return (including HAZMAT labels if any). HAZMAT labels are provided along with return labels for returns with HAZMAT items. Note: You can also access the return label from the order details page.

    Step 9Drop the return off at the location of the carrier listed on the return label.

     

    Label-free, box-free returns

    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.

    Step6Select a drop-off method that specifies no box or label needed on the Select return method page.

    Step 7Choose a location on the Choose a drop-off location page.

    Step 8Confirm the estimated refund amount and summary of return details to create the return. When the return is confirmed, you will receive an item-specific QR code in your return confirmation email.

    Step 9Go to the selected drop-off location, show the QR code, and then give the item to the store agent—no box or return label is needed.

  • Looking for something else?

  • 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. Choose UPS Drop-off or USPS Drop-off (Whichever is available) on the Select return method page.
      7. Confirm the estimated refund amount and summary of return details to create the return. Once the return is confirmed, you will receive a return confirmation email.
      8. In the return confirmation email, choose View return instructions. Print the return label and attach it to the packaged return (including Hazmat labels if any). Hazmat labels are provided along with return labels for returns with Hazmat items. Note: You can also access the return label from the order details page.
      9. 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.

    • To start a label-free, box-free return:

      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 is 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, such as the return reason, on the return details page.
      6. Select a drop-off method that specifies no box or label needed on the Select return method page.
      7. Choose a location on the Choose a drop-off location page.
      8. Confirm the estimated refund amount and summary of return details to create the return. When the return is confirmed, you will receive an item-specific QR code in your return confirmation email.
      9. Go to the selected drop-off location, show the QR code, and then give the item to the store agent—no box or return label is needed.
    • When a customer selects a return method that specifies no box or label needed, they can see the available drop-off methods or locations. They can check for specific drop-off locations by choosing the location finder. Your customer’s delivery location and the item’s weight and dimensions can impact the available return options and drop-off locations. At this point, Buy with Prime customers can access label-free, box-free returns at the UPS store, Whole foods and Amazon stores (Go and Fresh). If the item is eligible for returns but not for the label-free, box-free return option, the customer can still return the item at their local UPS or USPS drop-off locations with a free printed return label.

    • Returns without a box or label have maximum weight, dimension and item value allowance-

      • The UPS Store- 10 pounds; Whole foods & Amazon stores-20 pounds,
      • The UPS store - 16 inches (L) X 16 inches (B) X 16 inches (H), Whole foods & Amazon stores- 24 inches (L) X 18 inches (B) X 18 inches (H)
      • Item value less than USD $500
    • Potential reasons preventing your customers from seeing drop-off options for label-free, box-free returns include:

      • There’s no label-free, box-free location for drop-off near the selected address or zip code.
      • The return item exceeds the maximum weight allowance.
      • The return item exceeds the maximum dimension allowance
      • The item value exceeds USD $500.
    • No, the label-free, box-free return option is free for Buy with Prime orders.

    • Customers can track the status of their return and refund in the online returns center, which they can access from their order and return confirmation emails.

    • Customers can initiate a return from the online returns center, which they can access from their order confirmation email, and then generate a QR code for the item they want to return.

      • The order details page in the online returns center shows the applicable return methods with drop-off location options that are available in the specified area.
      • A QR code is generated and shared with the customer in a return confirmation email.
      • When the customer goes to the drop-off location, they show the QR code to the store agent, who scans the QR code and accepts the item—no box or label is needed.
    • Yes, you can resend return instructions and the item-specific QR code through the View Instructions link available in the Returns tab in the merchant console.

    • Your customer can drop off their label free, box-free return at another location of the same brand store that they selected for their drop-off location, but they can’t drop off their item at a different brand store even if that brand store is also an eligible label free, box-free drop-off location.

      • Verify that the QR code is generated on the order detail page for the specific order. QR codes or shipping labels for other return items aren’t accepted because QR codes are unique to the item being returned.
      • Verify that the customer is dropping off at the same brand store that they selected for their drop-off location.
      • Verify that the return eligibility window is still open.
      • Verify that the return item weighs no more than 20 pounds (Amazon stores) or 10 pounds (The UPS Store).
      • Verify that the item value to be less than USD $500.
      • Verify that the return item’s dimensions don’t exceed: The UPS store -16 inches (L) X 16 inches (B) X 16 inches (H); Whole foods & Amazon stores- 24 inches (L) X 18 inches (B) X 18 inches (H)
      • If the store agent scanned the QR code and received an error message, ask the customer to note the error message and share it with you, so that you can contact merchant support to explore the issue further.

    For more information, go to FAQ library.

On this page

arrow
Was this page helpful?
What didn’t work for you?

Thank you! 

Your feedback helps us improve this page.

Was this page helpful?
What didn’t work for you?

Thank you! 

Your feedback helps us improve this page.