Overview

Amazon will begin enforcing a new requirement for sellers in the Business Supplier Programme that use Fulfillment by Amazon (FBA) for Business orders. Starting in 2026, any item returned in a used or damaged condition must be photographed and accompanied by a written condition assessment before Amazon calculates a refund. The change gives sellers a direct role in determining refund amounts but also adds a documentation step to the returns workflow.

Key Points

• Photo proof mandatory — Returns that are not brand‑new must be captured in clear images, and sellers must attach a written description of the item’s state.
• Refunds linked to seller grading — Amazon will base the reimbursement on the seller’s documented condition grade rather than issuing an automatic full refund.
• Scope limited to FBA Business orders — The rule applies only to Business‑to‑Business (B2B) purchases fulfilled through Amazon’s warehouses; other fulfillment models remain unchanged.
• Implicit acceptance — Continuing to use the Business Supplier Programme after the rollout date signals agreement to the updated terms.
• Policy available as PDF — The complete revised policy can be downloaded from Seller Central, where Amazon also lists acceptable photo standards and grading criteria.

How the New Documentation Process Works

1. Return receipt and inspection — When a Business buyer ships back a product that arrives looking used, scratched, or otherwise damaged, the seller’s returns team must pull the item to a designated inspection station. Example: A seller receives a returned office chair with a torn fabric seat; the item is placed on a white backdrop under bright LED lighting for consistent imaging.
2. Photograph and condition grading — The team captures multiple angles (front, back, close‑up of damage) and assigns a condition grade (e.g., “Like New,” “Very Good,” “Acceptable,” “Damaged”). The grade follows Amazon’s published rubric. Example: The chair’s torn seat earns a “Damaged – 30% value loss” grade, and three photos are saved in the returns portal.