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. 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 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, Amazon stores (Go and Fresh), and Staples stores.

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

The UPS Store- 10 pounds; Whole foods, Amazon, and Staples stores-20 pounds,
The UPS store - 16 inches (L) X 16 inches (B) X 16 inches (H), Whole foods and 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.
Create returns on behalf of the customer when they reach out to you.
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 1 Open the merchant console.
Step 2 Choose Orders, and then Returns.
Step 3 Filter to see only your Open or Resolved returns.
Step 4 To 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 might 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:

Initiate UPS or USPS printed-label returns:

Step 1 Open the order confirmation email.
Step 2 Choose Order details to see the order details page in the online returns center.
Step 3 Choose the Return button on the order details page. Note: Customers only see this button after the order has been delivered.
Step 4 For multiple-quantity orders, select the quantity being returned. Single-quantity orders are automatically directed to the return details page.
Step 5 Enter additional information about the return, for example: return reason, on the return details page.
Step 6 Choose UPS Drop-off or USPS Drop-off (whichever is available) on the Select return method page.
Step 7 Confirm the estimated refund amount and summary of return details to create the return. When the return is confirmed, you receive a return confirmation email.
Step 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.
Step 9 Drop the return off at the location of the carrier listed on the return label.

Initiate label-free, box-free returns:

Step 1 Open the order confirmation email.
Step 2 Choose Order details to see the order details page in the online returns center.
Step 3 Choose the Return button on the order details page. Note: Customers only see this button after the order has been delivered.
Step 4 For multiple-quantity orders, select the quantity being returned. Single-quantity orders are automatically directed to the return details page.
Step 5 Enter additional information about the return, for example: return reason, on the return details page.
Step 6 Select a drop off method that specifies no box or label needed on the Select return method page.
Step 7 Choose a location on the Select return method page.
Step 8 Confirm the estimated refund amount and summary of return details to create the return. When the return is confirmed, you receive an item-specific QR code in your return confirmation email.
Step 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.

Merchant Online Return Center

What is Merchant Online Return Center?

Merchant Online Return Center allows you to create returns on behalf of customers when they reach out to you. This feature empowers your support team to handle a return request and also provides the right customer experience for Buy with Prime returns.

To create returns on behalf of customer:

Step 1 Open the merchant console.
Step 2 Choose Orders, and then Returns.
Step 3 Filter or search to find the order for which the customer wants to create a return.
Step 4 Choose Actions for the order, and then choose Create a return. On the Return Items page, you can see all of the items in that order.
Step 5 Select the items that the customer wants to return, and then choose Continue.
Step 6 Select the reason for the return as provided by the customer, add additional comments as appropriate, and then choose Continue.
Step 7 On the Select return method page, choose the return location that works best for the customer, and then choose Continue. You might see a range of options including Whole Foods, UPS, USPS, and so on. You can also see an estimated refund amount to the customer, which you can communicate with them.
Step 8 Review the details including item to be returned, return reason, and return method, and then choose Confirm. The customer receives an email with the return instructions which they can follow to return the item.

Looking for something else?

Sign in to get support

Returns FAQ

Get answers to common questions about returns.

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 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.

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, Amazon stores (Go and Fresh), and Staples stores. 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.

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.

● 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 and Staples 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 and Staples stores -16 inches (L) X 16 inches (B) X 16 inches (H); Whole foods and 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.

Refresh your Orders or Order Detail page, and then look for an Item status as Returning or Returned. If it’s available, the customer should have received a return confirmation email. To resend the return confirmation email, navigate to the Returns tab, and then search for the Order ID. On the actions drop-down menu, choose Return instructions. A popup containing the instructions appears. On the pop-up, choose Resend return instructions.

For more information, go to FAQ library.