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Returns, Refunds, & Cancellations
Here are some situations when you may need to refund, accept returns or cancel orders:
Before you issue a refund, consider the following:
You can't fulfill an order.Sellers are required to have their items on hand and ready to ship. That said, if you sell often enough, it's inevitable that at some point you'll sell an item only to discover it's out of stock--or broken on the kitchen floor. If you will not be able to ship an item within 2 business days, you should cancel the order.
The customer doesn't receive your order.
Work with the buyer to reach a mutually agreeable solution in regard to this transaction. How you decide to proceed is ultimately determined by you and your customer service policy, but all sellers are expected to demonstrate a high level of customer service.
Your options include:
The customer decides to return an itemIf you described and listed the item accurately, but the buyer simply no longer wants it, you have the option to refund the item price but not refund the shipping costs. Please see the Amazon Product Return Policies.
In cases where you are not responsible for the return, the return shipping costs should be borne by the buyer. Upon receipt, please issue a refund to the buyer. Learn how to issue a refund.
New BMVD products (Books, Music, Videos, and DVDs) in their original condition can be returned if postmarked within 30 days of the delivery of the original shipment to the buyer.
Used BMVD Products: Defects/damage/material difference should be reported to you by the buyer within 14 days of receipt, and the returned merchandise must be postmarked within 30 days of the delivery of the original shipment to the buyer.
Software: Software is a unique product category and has some specific guidelines.
Electronics: Electronics products can be returned if postmarked within 30 days of the delivery of the original shipment to the buyer.
Note: If a customer returns a product with non-volatile internal memory, such as an MP3 player or a digital camera, you are required to clear those devices of any customer data or information immediately. Non-volatile memory is any computerized memory that can retain stored information even when not powered.Baby products: If you fulfill your own orders, you are expected to accept returns in accordance with your own posted return policies at the time of the applicable order. If you use Fulfillment by Amazon (FBA) to fulfill your orders for baby products, returns will be processed in accordance with Amazon's return policy for baby products. Learn more.
Note: If you refuse to accept the return of an item that had a purchase price less than $300 and Amazon.com determines that it is materially different, you may be held responsible for any A-to-z Guarantee claim or chargeback dispute filed for the transaction.
As with the Amazon.com retail returns policy, there are no returns of hazardous items that are gas-powered or contain flammable liquids, or of computer laptops or desktops more than 30 days after delivery to the buyer.
You may choose to issue a concession in addition to or as an alternative to refunding order amounts. Learn more about concessions.
The customer files a credit card chargeback or an A-to-z Guarantee claim.
When a customer files an A-to-z Guarantee claim or a chargeback with their credit card company, Amazon.com will contact the seller to request additional information about the transaction. Though these claims may appear similar, there are several key differences between guarantee claims and chargebacks.
For instance, customers are working directly with their credit card companies when they file a chargeback. Customers can file a chargeback with their credit card company at any time, from one day after the transaction has taken place to months later. Sellers are responsible for service chargebacks. Though Amazon.com does request information in the process of investigating a chargeback, the final outcome of a chargeback request will be determined by the customer's financial institution.
When a customer files an A-to-z Guarantee claim, they are dealing directly with Amazon.com. Customers can only file a claim within a specific timeframe, and the decision about whether to grant a claim is made by Amazon.com. We encourage customers to file A-to-z Guarantee claims rather than chargebacks, but ultimately it's the customer's decision how to proceed. The information that we provide to customers can be viewed online in Amazon.com Help.
The customer requests you cancel an order.
There is no mechanism available for buyers to cancel a Marketplace order once it has been completed. In those cases, the buyer will sometimes contact you directly to request that the order be cancelled. If you haven't shipped the item, simply cancel the order. If you have already shipped, request that the buyer return the item, and issue a refund if you had confirmed the shipment.
The buyer is unable to receive the order at the address provided.
If the buyer cannot receive the item at the address submitted (or if the address is obviously invalid), please cancel the order.
You may want to contact the buyer to inform them of this situation, but you should not ship to another address if they ask you to. For reasons of account security, we cannot permit buyers to change their shipping addresses after an order is placed. Feel free to ask the buyer to place a new order with a valid shipping address. The order should be cancelled even if you are not able to reach the buyer by e-mail.
Out-of-policy return requests
Occasionally a buyer's return request does not fit within the parameters of the Amazon.com return policies. This can include return requests submitted after the return time-frame has passed, items that are not eligible for return, and items with issues related to a manufacturer's warranty.
In some cases, a reasonable restocking fee may be charged to a buyer for returned items. Learn more.
Please use the e-mail address associated with your Amazon.com Seller account.
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