Before you issue a refund, consider the following:
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.|
To issue a refund, follow these steps:
To refund the full amount:
To refund a partial amount:
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.
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.
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.