This article applies to selling in: Australia

Process return requests

Sellers are required to have return policies that match or exceed the Amazon return policies available on amazon.com.au. Your applicable returns policies are displayed on your Returns tab. While you can offer your own returns policy, this does not limit a customer’s rights under Australian Consumer Law or your obligations to comply with Amazon returns policies. For more information, refer to the help page Returns.

You can take several actions on return requests in the Manage Returns tool. For more information on a specific return request, click View more details within the return request.

Authorise request

Review the request and authorise the customer to return the product to you. You can review multiple return requests at the same time by selecting the requests that you’d like to review and then selecting ‘Authorise all selected returns’ from the drop-down menu at the top of the Manage Returns page.

You will be prompted to either use the Return Merchandise Authorisation (RMA) number generated by Amazon or enter a custom RMA number of your own. RMA numbers will appear to the customer on both the RMA and the Amazon-generated return label.

You will be prompted to choose a return address. You will have the option to use either one of your previously saved return addresses or to add a new return address.

You will also have the option to use either an Amazon-generated return label or upload your own custom return label. If Amazon generates the return label, the customer receives a return label that includes your default return address but is not prepaid.

If you do not authorise the return request within the 48-hour period, the customer will be eligible to file an A-to-z Guarantee claim. For more information, go to About Amazon’s A-to-z Guarantee claims.

Close request

Close the return request if you plan on providing a refund without requiring the product’s return or if you decide not to accept a return (for example, if the request is outside of Amazon return policies).

Select the reason for closing the request and provide the buyer with comments. Once the request has been closed, Amazon will send the customer a message with the closure reason. A customer can also close a return request. You will receive an email notification when a customer closes a return request.

Issue refund

You can issue a refund either after the product has been returned or, if you are allowing the customer to keep the product, immediately. If you want the product returned, we encourage you to wait until you’ve received it before issuing a refund, in order to evaluate its return condition.

Contact customer

Send the customer a message using the Buyer-Seller Messaging tool to discuss the issue and work toward a resolution.

If the customer has an issue with delivery, you must respond to their message in Buyer-Seller Messaging and attempt to resolve the issue to the customer’s satisfaction within a 48-hour period (commencing from when the customer’s first message was sent). The customer will be eligible to file an A-to-z Guarantee claim after this 48-hour period if you have not resolved the issue to the customer’s satisfaction. For more information, please read About Amazon’s A-to-z Guarantee claims.

Automate requests

You can update your settings to receive return request emails with links to authorise, close or reply. You can also have Amazon automatically authorise return requests. You might want to automate returns if you are away from your business for any reason. For more information, go to Set your return preferences.

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