Overview

For Amazon sellers who fulfill their own orders, handling returns and refunds properly is one of the most important operational responsibilities. How you manage return requests directly impacts your account health metrics, buyer satisfaction ratings, and ultimately your ability to continue selling on the platform. Amazon provides specific tools and processes within Seller Central to help merchant-fulfilled sellers process returns efficiently and stay compliant with marketplace policies.

Key Points / What Sellers Need to Know

• Return requests are managed in Seller Central - All seller-fulfilled return requests can be reviewed, authorized, or completed through the Manage Returns section, accessible via the Orders drop-down menu in Seller Central.
• Multiple resolution options are available - Sellers can contact buyers directly, issue full or partial refunds, or offer concessions against return requests, giving you flexibility in how you resolve each situation.
• A valid return address is mandatory - You must maintain an accurate default return address in your return settings. Failure to do so can result in undeliverable returns and potential selling restrictions.
• Non-returnable items require special handling - Some products cannot be physically returned but may still qualify for refunds or replacements if they arrived damaged or defective.
• Prepaid return labels have strict address requirements - For returns processed through Amazon's prepaid return label program, incorrect or outdated addresses carry serious consequences.

How the Returns Process Works

When a buyer initiates a return on a seller-fulfilled order, the request appears in your Manage Returns dashboard within Seller Central. To access this section, navigate to the Orders drop-down menu and select Returns. From this dashboard, you have full visibility into all pending return requests and can take action on each one individually. Your options include authorizing the return, communicating directly with the buyer to resolve the issue, issuing a full or partial refund, or offering a concession such as a partial credit without requiring the item to be shipped back. When a return shipment arrives at your facility, it will include a packing slip and a return mailing authorization number that helps you match the package to the correct return request in your system.