Overview

Amazon is expanding its returns policy for seller‑fulfilled orders in Europe, requiring prepaid home‑collection labels for heavy or oversized items. The rule applies to products weighing 31.5 kg (≈70 lb) or longer than 175 cm on any side, and takes effect across all European marketplaces. Sellers must adapt quickly because the change aligns Europe with the United Kingdom’s earlier mandate and standardizes the customer experience.

Key Points

• Weight threshold — Items of 31.5 kg or more must be returned via a home‑pickup service.
• Size threshold — Any product whose longest packed dimension exceeds 175 cm triggers the same requirement.
• Prepaid label — Sellers must generate a free return label and provide a tracking number to the buyer.
• 48‑hour response window — Return requests that are not auto‑approved must be accepted or denied within two days.
• Collection notice deadline — Once approved, sellers have another 48 hours to inform the buyer of the scheduled pickup, including the label and tracking ID.
• Three‑attempt rule — Carriers must successfully collect the item within three scheduled attempts, or the return is considered failed.

What's Changing

1. Initiate Return Request — A customer requests a return for a heavy sofa (weight = 35 kg, length = 180 cm). The system flags the order as “eligible for home collection.”
2. Seller Decision (48 h) — The seller reviews the request and either approves it or declines it within 48 hours. If approved, the seller creates a prepaid label and uploads the tracking number to the Amazon portal.
3. Notify Buyer (next 48 h) — Within the second 48‑hour window, the seller sends a confirmation email that includes the estimated pickup date, the prepaid label PDF, and the tracking ID.
4. Carrier Pickup Attempt — The carrier arrives at the buyer’s address on the scheduled day. If the first attempt fails (e.g., no one home), the carrier retries up to two more times on consecutive days.