As of May 4, 2021, Amazon will issue a refund at first scan for items returned through Amazon's Prepaid Returns Label program. Customers will receive a refund when a returned item is dropped off at a designated carrier location using the Amazon-issued prepaid return label.
Returns for items that are self-ship or use a merchant paid label will not be eligible for a refund at first scan.
Selling partners will be notified via Amazon refund notifications emails for all refunds processed via the refund at first scan.
Which marketplaces are affected?
This applies to the US marketplace.
Who is affected?
Applications that support order management are affected.
What action is required?
Your application workflow was updated to support refund at first scan.
For more information
For more information, see the Seller Central help article Prepaid returns for seller-fulfilled orders
Amazon Issue a partial refund
- In Seller Central, go to Orders and select Manage Returns, and locate the order you want to refund
- After locating your order from the Manage Returns page, click Issue Refund
- On the Refund order page, under the Amount to refund column, the returned item will automatically default to the Refund full amount.
- Required: Select the appropriate Reason for refund. This will automatically default to ‘Customer Return’
- Optional: If you would like to reimburse the buyer for Outbound shipping, select the box to Refund for outbound shipping
- Optional: For items that you do not want to refund, unselect I want to refund this unit on the Apply refund reduction page
- Optional: Charge or Refund for Return Shipping
- Optional: Issue concession. For more information, go to Issue Concessions
- Optional: Add a 'Note to yourself". You can create a 'Note to yourself' when issuing concessions or refunds. This field allows you to track the actions you have taken on a return request. The memo accepts 255 characters and you may continue to edit information as required.
- To issue a partial refund, click on the Apply Refund Reduction link under the Amount to refund column:
- You will be required to grade the condition of the returned item in order to issue a partial refund. In the Grade condition of returned item section, grade the condition of the Item, accessories, and packaging returned
- For returns accepted outside of the return window, select Item shipped outside of the return window
- For partial refunds you will be required to upload a photo of the damaged, defective, or materially different item.
- Charge or Refund Return shipping. In circumstances when a buyer returns an item because they changed their mind, and you advanced the return shipping costs either because Amazon charged your account upfront for return shipping (occurs when buyer uses Amazon’s Prepaid returns for seller fulfilled orders) or you provided the buyer with a prepaid label, you may choose to pass along the cost of return shipping to the buyer. To charge a buyer for their return shipping, click on the Charge amount box under the Additional Refunds/Charges section of the Refund Order page Charge option is available only for buyer-faulted returns made using Amazon’s prepaid return label or a prepaid label that you provided to the customer. The Refund option for return shipping is available only for seller-faulted returns, with the exception of items within the scope of the Free returns of Fashion items for seller-fulfilled orders for which the Refund shipping will be available for all returns reasons. For more information, go to Return Reason codes for Prepaid Returns. In circumstances where you ship an incorrect or damaged product, you cannot deduct the original shipping or return shipping costs from the refund. You must provide a full refund to the buyer. In some cases, you want to compensate the buyer for order issues as an alternative or in addition to refunding basic order costs. To provide a refund for Return shipping, go to Issue Concessions
- Click Submit Refund. 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 available in the Orders menu. The buyer has the option to open a new return request for the remaining amount.