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Customer Service for Seller Fulfilled Prime

All post-order contacts regarding Seller Fulfilled Prime orders will be directed to Amazon Customer Service.

Amazon Customer Service (CS) will provide, and have sole discretion in determining, all post-order customer service to Prime items including customer returns, refunds, and adjustments to Seller Fulfilled Prime items (such as return-less refunds, partial or full refunds, changes to fees charged by sellers, changes to the shipping speed, and shipping price for an order, refunds of the shipping charge, cancellation of an order, or returns including a refund outside the stated return window).

As a part of participation in Seller Fulfilled Prime, you agree that Amazon may charge the costs of any returns, refunds, or other adjustments and concessions related to Seller Fulfilled Prime items to your account.

You remain responsible for pre-order buyer inquiries, inquires related to the products, and any order-related questions from Amazon Customer Service. You agree that you will be respectful in handling all such contacts and meet the Prime high performance bar related to customer service and customer experience.

FAQs

What should I do if a customer contacts me on an issue related to a Seller Fulfilled Prime order?

  • If the customer asks a product related question, please answer the question directly to the customer.
  • If the question is related to a refund for a return, please check whether you have received the return and refund the customer immediately.
  • If you have not received the return, please inform the customer that you will refund as soon as you receive the product back.
  • If the question is on any other topic, please direct the customer to Amazon Customer Service who should be able to resolve the customer issue.

What should I do if Amazon Customer Service contacts me on an issue related to a Seller Fulfilled Prime order?

In general, Amazon Customer Service will try not to contact you about Seller Fulfilled Prime orders. In some cases, Amazon still needs your help to solve customers' problems. If Amazon Customer Service contacts you on behalf of a customer:

  • Try to solve the customer's problem as quickly as possible.
  • Respond to Customer Service and the customer with the resolution steps that you've taken. The customer will be copied on the email exchange.

Will I still authorize return requests for Seller Fulfilled Prime returns?

No, all in-policy return requests are auto-authorized. You do not need to take any action to authorize returns.

Who issues a refund for a return on a Seller Fulfilled Prime order?

It is your responsibility to issue a refund to the customer upon the receipt of a return. However, Amazon CS reserves the right to provide a refund on customers’ request in exceptional situations (refer 6 FAQ below).

How much time do I have to refund after I have received a return on a Seller Fulfilled Prime order?

You have two business days to refund the item after you have received the return at your warehouse.

When will Amazon CS provide a full refund to the customer?

CS may provide a full refund to the customer, if the order is delayed beyond the promised date, if the customer does not need the product any more, if the order does not have tracking information, if the customer complains that the product is defective / damaged, has missing parts, or a wrong product is received. Sellers are notified of refund decisions by CS with information on why that refund has been issued (see FAQ 11). If you need more information on a particular order, you should open a case with Seller Support.

Will Amazon CS contact me to resolve customer issues before issuing a refund?

Ordinarily, CS associates will resolve issues without contacting you. However, CS may contact you when the customer has a specific product question that the CS associate is unable to answer.

What happens if CS refunds the customer but I do not receive the product back?

Ordinarily, CS will ask the product to be returned before initiating a return. In certain cases, CS may make an exception and ask the product not to be returned. Amazon may reimburse you if you claim you should not be held responsible for the refund. For more information, refer Seller Fulfilled Prime Reimbursement Policy.

Can I work with the customer to repair the product, if it stops working as intended?

At this moment, repair functionality is not available in SFP. Please accept the return and provide a full refund to the customer.

Why was a return request accepted or refund provided to the customer outside the return window?

In certain cases, CS may accept a return or provide a refund to the customer even outside the return window. These exceptions are made on a case to case basis depending on the customer situation.

I received a return for an order that was shipped more than a month ago. Since this is outside the return window, can I refuse the return and send it back to the customer?

No, if the customer was able to return the product it is because CS provided an exception to the customer and accepted the return request outside the return window. You are required to accept all such returns and provide a refund to the customer.

How do I get notified of a refund issued by CS on a Seller Fulfilled Prime order?

Go to Seller Central > Settings > Notification Preferences > Return and Claim Notifications .

  • Pending Returns: Enable notification when a return request is either auto approved, or approved by Amazon CS
  • Refund Notifications: Enable notification when a refund is issued to the customer.

Can sellers dispute CS decision to refund the customer?

No, as part of participation requirement in Seller Fulfilled Prime, CS decisions are not disputable. You must accept a decision once it has been made by CS, whether it is accepting a return or providing a refund. If, however, you feel you should not be held responsible financially for the decision, you can open a reimbursement claim according to Seller Fulfilled Prime Reimbursement Policy.

What happens, if CS refunds the customer but I don’t think I should be held responsible for the refund?

In certain cases, Amazon may reimburse you, if you claim you should not be held responsible for the refund. For more information, refer Seller Fulfilled Prime Reimbursement Policy.

What happens, if CS refunds the customer but the responsibility lies with the carrier?

In the case where the refund happened because of poor carrier delivery performance, typically lost or damaged item, you should contact the carrier directly providing them full details of the case and seek compensation from them directly.

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