Amazon will handle local returns on your behalf for FBA orders in that marketplace, so you don't have to worry about providing a local return address. Amazon customers generally request a return or a refund through their Your Orders page on Amazon.co.uk. Amazon offers returns for most products within 30 days of receipt of shipment. Amazon processes customer returns and refunds in accordance with our returns policy, the FBA Service Terms and the Selling on Amazon Service Terms. If a return or refund request relates to a product you did not sell through the Amazon website (e.g. the Multi-Channel Fulfilment network), you will be solely responsible for the return and/or refund.
FBA will debit your account for the product sales price plus any applicable taxes to reimburse the customer. Once the merchandise is returned to the fulfilment centre, it is checked to see if it is sellable or unsellable. This process can take up to 72 hours.
For Sellable Merchandise: Amazon will credit your account for all or part of the Referral Fee and part of the Variable Closing fee (if applicable) and the product is then put back into your inventory to be resold.
For Unsellable Merchandise: If Amazon is taking responsibility for the condition of the merchandise, your account will be credited for the Replacement Value and all or part of the Referral Fee and part of the Variable Closing fee (if applicable) and the product is not returned to your inventory. If the product is defective or otherwise and Amazon is not taking responsibility, you will only be credited the Referral fee and Variable Closing fee (if applicable) and the unit will be placed in Unfulfillable Status for you to have returned or disposed of at your convenience. Learn how to create a Removal Order for your unfulfillable merchandise or set Automated Unfulfillable Removals.
How to identify which products have been returned to Amazon and refunded to the buyer
The Fulfilment by Amazon reporting area in your Amazon Selling Account contains a downloadable report on returns under customer concessions.
The payments section within the reporting tab of your Amazon Seller Account will show all customer refunds.
FBA Furbishing Service: Amazon can clean, repackage and re-adjust your eligible customer returns:
Now you can benefit from the FBA Furbishing Service which gives you the opportunity to convert some the units your customers have returned back to be sellable again. This can take place when the units require only some low- touch refurbishing such as cleaning, repackaging or re-adjustment and if the type of product is eligible for the service. For example, when a customer returns an apparel item that requires steaming or hair removal but is otherwise in new condition, FBA will evaluate the item and perform the required services on eligible units.
By default, you are enrolled in this service for all eligible categories. You can choose the product categories you would like to exclude from the service by going to your Furbishing Settings within your Fulfilment by Amazon settings.
For more information about the service, please see our FBA Furbishing Service help page.
Reimbursements are determined based on Amazon’s Lost and Damaged Inventory Reimbursement Policy. You can view your reimbursements in Settlement report and see them in more detail in the Reimbursement report.
The Reimbursement report shows itemised details of your FBA reimbursements including reimbursements initiated by you and reimbursements that were generated automatically. For reimbursements you requested, a Case ID is included in the report entry.