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Seller_gAhPNiLrkfTcr
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Understanding Amazon's Automated Return & Refund Process: A Seller's Guide
by Seller_gAhPNiLrkfTcr

As an Amazon seller, it's important to understand how the automated return and refund process works. This guide will help you navigate Amazon's policies and ensure you're managing returns effectively.

How Automated Returns Work

Amazon automatically processes in-policy return requests on your behalf to provide a consistent customer experience. Here's what you need to know:

Return Labels

  • Sellers can choose between two options:
  • Unpaid labels (customer pays return shipping)
  • Prepaid labels (seller covers return shipping)
  • Labels are automatically generated and provided to customers
  • Special handling is required for heavy/bulky items (see below)

Automated Refund Process

  • "Refund at first scan" automatically issues refunds when items enter the return shipping network
  • Sellers must process refunds within 2 business days of receiving returns
  • If you don't act within 2 business days, Amazon may issue the refund on your behalf

Important Policy Updates for Heavy/Bulky Items

  • Items over 31.5kg or longer than 175cm require home collection options
  • Sellers must arrange pickup from customer locations
  • Special handling procedures apply

Protecting Your Business

If you disagree with an automated refund:

  1. Review the return details thoroughly
  2. Document any policy violations
  3. File a claim through the SAFE-T program
  4. Include all relevant evidence and documentation

Best Practices for Managing Returns

1. Monitor Your Returns Dashboard

  • Check return requests daily
  • Review automated decisions
  • Track return shipping status

2. Set Up Return Preferences

  • Choose your label type (paid vs. unpaid)
  • Configure return shipping options
  • Set category-specific policies

3. Handle Special Cases

  • International returns may have different requirements
  • FBA returns are managed separately
  • Some categories have unique policies

💡 Pro Tips for Sellers

  • Keep detailed records of all returns and refunds
  • Regularly review your return metrics
  • Stay informed about policy updates
  • Consider offering enhanced return options for better customer experience

Common Questions

Q: Can I override an automated return authorization?

A: Yes, but only if the return request violates Amazon's policies.

Q: What if I receive a damaged return?

A: Document the damage immediately and file a SAFE-T claim if necessary.

Q: How do I set up home collection for large items?

A: Visit the Returns Settings page in Seller Central to configure collection options.

Additional Resources

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Parcel labels not accepted at Post Office, tracking codes commencing YA
by Seller_aK1ZHC6acyrCh

RM labels purchased today and over the weekend have not been accepted at the Post Office this morning, all have tracking code starting YA - message on the ebay help page about this so guessing it is a nationwide problem - does anyone know if they will they be accepted at my local RM delivery office? I am a very small volume seller, this must be a complete headache for large volume sellers, yet can't see anything on the forum about it

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automatically detecting the product type
by Seller_1i3cljUQpbYPu

Hello can anyone help me.

I am currently trying to add my products to amazon however it automatically converts it to the wrong product type. (please see the screen shot below.

Its converting it into animal nutrition.

How do i over ride this?

thanks

Ben

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Paid VAT twice
by Seller_Wl6k2RFjPOtUl

I paid VAT for my product on import, but I'm also being charged VAT again on my products.

I fall below the threshold, but I didn't do the PVA properly as it was my first time.

Can I claim this back from Amazon?

Help.

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I have edited my Business and Contact information by mistake / No changes where made
by Seller_171whtfaYxvhd

Hello, @Seller_Udi0JNbTrsmUV @Seller_gAhPNiLrkfTcr

Accidentaly i have edited my business and contact information without changing anything and while my account is already and previously verified. There was not a cancel button and i had to click submit again. What is happening now? What shall i do

Kind regards,

Mario.

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Seller_uXvbuqGy3NJnz
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COO Ive had 2 different answers to the same question on Live Chat ?
by Seller_uXvbuqGy3NJnz
Amazon replied

Hi all, bit confused to be honest. I got the email about adding COO to my listings, so went on live chat ( inconvenient compared to emails ) ,and got 1 Yes and 1 No to this question:

I have received an email concerning Country of Origin (COO) for goods shipped cross-border to customers in EU and UK and I need some advice please. I don't ship outside of the UK so the 2 reasons given for having to comply with COO are:

You are required to provide COO for all your goods which you ship to customers:

From non-EU countries or territories into the EU

or

From non-UK countries or territories into the UK

I do neither of these, so do I need to take any action at all?

So I have screenshot the answer that my listings, sales and account wont be affected by not completing this, but I don't feel confident as it seems the Amazon doesn't seem to know themselves.

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Why does verification take so long?
by Seller_uXvbuqGy3NJnz
Amazon replied

I am having to verify my account again after years of selling on Amazon. I have not moved address, changed bank accounts, changed my name, same NI number ect ect, so why on gods green planet does it take so long to verify who I am. At the moment Amazon have 100's of MY pounds in THEIR bank, that I cannot get hold of. As this is my money, maybe I should be asking them for verification. Meanwhile I would like to pay my mortgage, rather than Amazon earn more money in interest on MY money. Why does this process take so long ?

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Royal mail tracked 48 not accepted at post office!
by Seller_bOircv0UXN9jU

Since Saturday post offices across my city are not accepting parcels with tracked 48 labels (as there's a nationwide issue with them).

As I found that out when already at the post office, I paid for them to dispatch my parcels with tracked 24 instead, but it doesn't seem they scanned them at the depot (if you bring a label that you made yourself, they scan it at the parcel shop right away/ if you purchase a label add to the parcel shop they only scan it at the depot)...

I edited all consignments on Amazon to match the new tracking codes which they gave me.

What else can I do? Is the lack of a depot scan a problem?

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Another Day, Another Ridiculous A-Z
by Seller_L7r7lC30GBvkX
Amazon replied

More of a rant than anything.

  • We shipped a £30 order to a customer using Parcelforce.
  • Customer claimed non-delivery and opened an A-Z
  • Checked tracking, shows delivered and with photo evidence of someone holding the package inside their doorway
  • Checked google maps, doorway shows the exact same as in the image
  • A-Z appealed
  • A-Z Lost

Literally ridiculous.

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Flexible Customer Financing
by Seller_Zovt1x5tinPh5
Amazon replied

Hi all - maybe someone can help me understand something I don't see any detail on anywhere:

The Flexible Customer Finance programme (FCF) is a programme that lets your customers "spread the cost of their purchases on goods between £80 and £3000." So I have enabled the feature and it works on some of my ASINS.

But when I look at competitor ASINS I see this feature enabled at much lower price points. (screenshot below)

Clearly this creates a two tier system where sellers in the same category are able to offer enhancements that other cannot? Am I missing something? Has anyone come across this before?

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Ridiculous A-Z Lost
by Seller_L7r7lC30GBvkX

We shipped an order to a customer via DHL.

We originally attempted to send this item to the customer on 16/07/2025. However, the courier attempted delivery on 17/07/2025 under tracking xxxxxxxx and came back with the message of "It is saying the gates were closed – they could not gain access, left a card but not had a response Please can you advise any additional instructions/address if possible?" on the 24/7/2025 after the customer didn't collect We then gave this feedback to the customer on 25/07/2025 and they updated us on 25/07/2025 with "Please change address to: ________" and then on the 27/07/2025 Please change the address to: _________. We then re-sent the product under tracking xxxxxxx and delivery was attempted on 29/07/2025, however the recipient did not arrange to be in for delivery despite notifications, so the parcel is now at the local depot. As a result, we reject responsibility for this order as the customer has had ample attempts to either have this delivered or collect from the depot. In line with the A-Z guarantee policy, the parcel requires a signature for delivery, which is to protect sellers. Therefore, we request exemption from fault for this order.

@Seller_mIRnuhdx7l5sN@Seller_hnDMgUKxMh1V4

@Seller_DNQGSsdC7DccM@Seller_j9Bd91CW3ZVpr @Seller_Udi0JNbTrsmUV @Seller_gAhPNiLrkfTcr

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