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 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 the Australian Consumer Law or your obligations to comply with the 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.

Authorise request

Review the request and authorise the buyer to return the item to you. You can review multiple return requests at the same time by selecting the requests you would like to review and then selecting "Authorise all selected returns" from the drop-down menu at the top of the Manage Returns page.

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.

Learn more.

You will be prompted to either use the Return Merchandise Authorization (RMA) number generated by Amazon or enter a custom RMA number of your own. RMA numbers will appear to the buyer 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 buyer receives a return label that includes your default return address, but is not prepaid.

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 comments to the buyer. Once the request is closed, Amazon will send the buyer a message with the closure reason. A buyer also can close a return request. You will receive an email notification when a buyer closes a return request.

To encourage buyers to have confidence when they make purchases from sellers, we believe it is important to provide buyers with excellent service during the returns process. If the cost of a return (yours or the buyer’s) exceeds the value of the original product, consider reaching out to the buyer. In such cases, you may offer to let the buyer keep the original item and still receive a full refund. If you do not provide an option for the buyer to keep the original product, and if they will be responsible for return shipping costs close to or exceeding the product’s value, we recommend at least contacting the buyer to ensure they are aware of the cost of shipping. If possible, offer credits, incentives (such as a discounted shipping rate), or both to provide a better experience.

Issue refund

You can issue a refund either after the product is returned or, if you are allowing the buyer to keep the product, immediately. If you want the product returned, we encourage you to wait until you receive it before issuing a refund, in order to evaluate its return condition.

Contact buyer

Send the buyer an email to discuss the issue and work toward a resolution.

For more information on a specific return request, click Read return details & order history within the return request.

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