Refund Orders

Before you issue a refund, consider the following:

• After you have authorized a return request, you can wait until you have received the product back from the buyer before you issue a refund. If you prefer, you can allow the buyer to keep the product even if you decide to issue a refund.
• If the buyer returns the item to you damaged, or in a condition that is different from the condition in which you sent it, you have the option to issue a partial refund. If you decide to issue a partial refund, we recommend explaining this to the buyer in advance to help avoid misunderstanding or a possible A-to-z Guarantee claim.
• If you described and listed the item accurately, but the buyer simply no longer wants it, you have the option not to refund the shipping costs.

For more information, see Manage returns.

You have the option to Issue Concessions in addition to or as an alternative to refunding order amounts.

When you issue an order refund, you must provide a reason. The following table lists the reasons you can select from along with their definitions.

Reason	Explanation or utility
Out of stock	You do not have the product in stock.
Buyer return	The customer is returning or will return the item.
General adjustment	Refund for a reason not listed.
Shipment not possible	You could not ship the item even if it was in stock – for example the customer’s address is incorrect.
Wrong item	The customer received an item that did not match the description and exchanged it for a less expensive item.
Cancelled by buyer	The customer contacted you before shipping and requested that the order be cancelled.
Product not received	You shipped the item but the buyer did not receive it.
Product does not correspond to its description	The item the buyer received does not match the description on the product page or does not match the description given by the seller.
Pricing error	You decided the total price for the order was too high.
Cannot be delivered to this address	The package was returned to you marked not deliverable.
Late delivery due to carrier	Although you shipped it on time, the package was delivered late by the carrier.
Promised ship date not fulfilled	You shipped the package late.

Issue a refund

To issue a refund, follow these steps:

1. Locate the order you want to refund in Manage Orders. For more information about locating an order, see Search Orders.
2. Click the Refund order button in the Action column. Alternatively, click the Order ID and then click the Refund order button on the Order Details page.
3. Select a refund amount: full or partial.

To refund the full amount:

1. Tick the box next to the Refund full amount tab.
2. Select the appropriate Reason for refund.
3. Add a Note to the buyer (optional). This is a good customer service practice.
4. Add a Note to yourself for your personal records (optional). This allows you to track the actions you have taken on an order, including reasons for concessions and reminders of promises to buyers. This note will not be shared with the buyer.
5. Click the Submit Refund button.

To refund a partial amount:

1. Select the appropriate Reason for refund
2. In the Amount to refund column, enter the refund amounts. You can also refund gift wrap costs and/or shipping costs.
3. Add a Note to the buyer (optional). This is a good customer service practice.
4. Add a Note to yourself for your personal records (optional). This allows you to track the actions you have taken on an order, including reasons for concessions and reminders of promises to buyers. This note will not be shared with the buyer.
5. Click the Submit Refund button.

Allow up to 15 minutes for the data to be updated. Submitting the refund will automatically close any associated buyer return requests. You can contact the buyer from the closed orders section of Manage Returns. Note that the buyer has the option to open a new return request for the remaining amount.

If you need to refund the tax amounts associated with the order, you will have to use a data file. For more information, see Issue Multiple Refunds.

Add a seller memo or a buyer memo

You can create both a buyer memo and a seller memo when issuing refunds or concessions. These options allows you to track the actions you’ve taken on an order, including reasons for concessions and reminders of promises to buyers. The seller memo accepts 255 characters and you can continue to add new information and revise or remove old information.

Gift cards and gift certificates

If an Amazon gift card or gift voucher was used to pay for all or part of an order, process the refund as you normally would. The gift card or gift voucher portion of the refund will be credited back to the buyer's Amazon account and can then be used on a future purchase.