I dont understand the return process!
Hey
New seller here! So from a buyers point of view, in the past I have requested to return an item and it always says the seller has to approve it. So I have been trying to figure out how to do that as a seller now. So I originally thought it was based off the reason the buyer was using for the return and I saw the different return codes for whether the seller or buyer buys the return label. So I have 3 returns currently... one they put the return arrived to late, but the other 2 returns are for sizing issues. Which it says under the codes that its the buyers responsibility for return shipping. So how does that work? When I go to refund them, does it give me the option to keep the refund shipping cost at that point? I am just so lost with the returns at this point. How does this work?
I dont understand the return process!
Hey
New seller here! So from a buyers point of view, in the past I have requested to return an item and it always says the seller has to approve it. So I have been trying to figure out how to do that as a seller now. So I originally thought it was based off the reason the buyer was using for the return and I saw the different return codes for whether the seller or buyer buys the return label. So I have 3 returns currently... one they put the return arrived to late, but the other 2 returns are for sizing issues. Which it says under the codes that its the buyers responsibility for return shipping. So how does that work? When I go to refund them, does it give me the option to keep the refund shipping cost at that point? I am just so lost with the returns at this point. How does this work?
4 respuestas
Tatiana_Amazon
Hi @Seller_aTthSCL0RcOjH,
Tatiana from Amazon here. Frist of all, welcome! We're happy to have you engaging with us on the forums and selling on Amazon.
Second, I'm just coming across your post here and I realize you probably have figured some things out on your own since then. However, I wanted to pop in here and provide some information and resources in case you are still looking for answers.
Returns can certainly be tricky since there are many options depending on whether you sell merchant fulfilled or FBA, or depending on the return situation. Here are some key points I tried to pull together based on the examples you provided:
- A refund must always be provided once you receive a return and it is expected it be processed within two business days of the return request. Check out the Returns, refunds, cancellations, and claims for more general information about returns and as a good starting point for all return situations.
- For "buyer-fault" returns such as an accidental order or incorrect size, you can deduct the cost of return shipping from the refund unless you have opted into Free Returns, you will also not be able to deduct the return shipping fee for in policy returns. To learn more, go to Free returns for seller-fulfilled orders.
- However, you mentioned two of the returns being due to incorrect size being ordered. I'm not sure what type of products you sale, but if they are considered fashion items (anything listed under Apparel, Shoes, Jewelry, and Watches) then you must provide a free return for the item. The free returns on Fashion items for seller-fulfilled orders help page has more information on this policy.
- If you are enrolled in prepaid returns for seller fulfilled orders and a buyer returns an item because they changed their mind, Amazon may charge your account upfront for return shipping. You may choose to pass along the cost of return shipping to the buyer. Navigate to step 5 on the issue a partial refund help page for instructions on how to do this.
- You can only charge a restocking fee if the item is returned due to the buyer changing their mind after 30 day return period.
I know this was a lot of info, and as I said, you may have figured it out already! But please let me know if you have any questions about the info above or need any other clarifications.
Tatiana
Seller_hMIK0M9OsKb5U
Did you get the items back yet? Most likely, when the item is actually in the carriers hands, you will provide the refund automatically and you do nothing.
You can check what state the return is in by clicking on the tracking under the return. This will always say that it has been mailed but that is misleading, you have to click to see if really with carrier or not.
If so, you have probably been charged, if not, they may never return it in which case eventually it may close out over time.
When you get the item back, check it and file a saf-T-claim if there are any issues. If the buyer is a frequent problem for amazon, you may still have to provide a refund yourself as that buyer may not be eligible for "refund at first scan". After checking the item, if there are any issues, take photos and provide refund accordingly. In this case, you may be able to hold back original and or return shipping as well depending on the reason for return.
