Overview

Amazon has added a new video tutorial to Seller Central that walks Fulfillment‑by‑Amazon (FBA) sellers through every stage of the customer‑return and refund workflow. The guide explains how Amazon’s return policies apply to third‑party sellers, outlines the steps from return request to final disposition, and highlights the circumstances under which sellers can receive reimbursements for lost or damaged inventory. Sellers who find the FBA returns process opaque now have a single, on‑demand resource to clarify responsibilities and protect revenue.

Key Points

• Full‑cycle walkthrough — The video maps the journey from a buyer’s return request, through receipt at the fulfillment center, to inspection, disposition, and final accounting.
• Policy overlay — It clarifies how Amazon’s customer‑facing return rules—such as free return shipping and extended windows—override any seller‑specific policies.
• Tool navigation — The tutorial demonstrates where to locate the FBA Customer Returns report, the Reimbursements report, and related dashboards inside Seller Central.
• Reimbursement triggers — Specific scenarios that qualify for Amazon‑issued reimbursements, including items damaged in the fulfillment process, inventory lost at a fulfillment center, and refunds issued when a buyer never ships the product back.
• Audit recommendation — Amazon’s automated system does not capture every eligible case, so the guide advises regular manual audits of returns and reimbursement data.
• Profit impact — Even modest improvements in reimbursement recovery can meaningfully boost margins for high‑volume sellers who process hundreds of returns each month.

How the FBA Return Process Works

1. Return request initiation — A buyer clicks “Return or Replace” on an order page; Amazon instantly issues a refund to the customer’s payment method. Example: A customer orders a Bluetooth speaker, decides it’s defective, and receives a full refund within minutes of filing the request.