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Handling Customer Returns and Inquiries

Who handles customer returns and customer inquiries for products I don't sell on the Amazon.com website?

You are responsible for any customer service inquiries from customers for Multi-Channel Fulfillment Units. You may choose to use Amazon's fulfillment center and return processes to facilitate the customer return. (This program is in beta phase.)

Who handles customer returns and customer inquiries for Amazon.com website orders?

For orders from the Amazon.com website that we fulfill, we will manage all customer service associated with fulfillment of your products in the program. Our online returns center provides customers with help pages and details about how to contact us. If the customer wants to return a product, we will direct the customer to our online Returns Center.

Will you handle customer returns and refunds?

If the return or refund request relates to a product Unit you did not sell through the Amazon.com website (i.e., a Multi-Channel Fulfillment Unit), you will be responsible for replacements and refunds. Receiving and processing returns can be managed outside of Amazon's systems or in Seller Central. See 7.5.2 Service for Multi-Channel Fulfillment Orders for more information.

For products sold by you through the Amazon.com website, we will process customer refunds for product returns in accordance with our returns policy, the FBA Service Terms and the Selling on Amazon Service Terms. Your Performance Summary report will show these customer refunds.

What happens to customer return products?

If the Unit was sold through the Amazon.com website, and if we determine the returned product is still sellable in the same condition as previously listed, we will automatically place the Unit back into your inventory and designated "Fulfillable." FBA credits your account for all or part of the Referral Fee and, where applicable, the Variable Closing Fee you paid to Amazon in connection with the Unit.*

If we determine the Unit is damaged or no longer sellable in the same condition as previously listed and Amazon takes responsibility for the damage to the Unit as set forth in the FBA Service Terms the Unit is not added to your inventory and FBA credits your account for the product sales price plus applicable taxes AND all or part of the Referral Fee and, where applicable, the Variable Closing Fee you paid to Amazon in connection with the Unit.*

If we determine the Unit is damaged or no longer sellable in the same condition as previously listed and Amazon does NOT take responsibility for the damage to the Unit as set forth in the FBA Service Terms the Unit is added to your inventory and designated "Unfulfillable." FBA credits your account all or part of the Referral Fee and, where applicable, the Variable Closing Fee you paid to Amazon in connection with the Unit.* You can create a removal order to have the Unit returned to you.

* The amount of the Referral Fee and any Variable Closing Fee to be credited to your account will be calculated in accordance with the terms of your Selling Agreement.

Learn more about Customer Returns and Refund Requests.

Seller Support

Please use the e-mail address associated with your Amazon.com Seller account.