Amazon: returns

About this article

This article describes how to manage FBM and FBA returns on Amazon.

Table of contents

Introduction

Auto-accept return policy

FBA returns from the marketplace

FBM returns from the marketplace

• FBM returns with an Amazon return carrier
• FBM returns with a merchant return carrier

Merchant returns

FAQs

Introduction

Manage returns on fulfillment by Amazon (FBA) and fulfillment by merchant (FBM) orders, when these orders exist on Amazon Seller Central. 

On Seller Central, returns have one of the following statuses:

• Unit returned to inventory - the product has been returned to the sellable or unsellable inventory.
• Reimbursed - approved reimbursement. The product has not been returned to the inventory. Allow five days for reimbursements to post.
• Pending repacking - the product is being repackaged.
• Repackaged successfully - the product has been repackaged and returned to the sellable inventory.
• Furbishing successful - the product is successfully restored.

On ChannelEngine, the return is imported as follows:

1. Amazon Seller Central receives a return for an FBA order.
2. ChannelEngine imports the return with one of the above return statuses (except Pending repacking), with the status Exported at.

ChannelEngine presets the marketplace return with the status Exported at for administrative purposes, to prevent the return from being exported back to Amazon.

Auto-accept return policy

In general, FBA returns and FBM/with an Amazon return carrier are auto-accepted on Amazon Seller Central. 

However, Amazon UAE and Amazon KSA sellers cannot enable auto-accept authorizations on returns on Amazon Seller Central: 

• Auto-accept returns cannot be enabled for Amazon UAE and KSA seller accounts.
• Returns must be manually approved on Amazon Seller Central (within 24 hours) before they flow into ChannelEngine.

For FBM orders where you use your own fleet or other non-Amazon-supported carriers for returns, you must always manually approve the return on Seller Central, regardless of your selling country.

FBA returns from the marketplace

Amazon handles the fulfillment and customer service for all FBA orders and customer returns. You can check the condition of the returned FBA item via ChannelEngine.

Return condition

To determine if the returned product is sellable or not, ChannelEngine retrieves the condition of the product when importing returns from Amazon. To check the condition of the return, use one of the following two methods:

1. Via the web interface, go to Order details, Return, Extra information.
2. Via the Merchant API, check the return extra data.

FBM returns from the marketplace

When a buyer returns an FBM order, the return is sent back to your warehouse via either: 

• An Amazon return carrier
• A merchant return carrier

FBM returns with an Amazon return carrier

On select FBM orders, buyers can use Amazon-prepaid return labels or Amazon's supported carriers, such as Amazon Delivery Service Partner (DSP) or Amazon Logistics Partner Network. Amazon and ChannelEngine handle the return process automatically. However, you should check Seller Central if there are exceptions that require your review.

The return process is as follows:

1. Return request - buyers initiate returns directly through Amazon within the standard return window. For most eligible items, Amazon automatically authorizes the return - no seller intervention is needed at this stage.
2. Auto-authorization and prepaid return label - when the return complies with Amazon's policy, the process is fully automated. You neither need to manually approve the return nor create a return label:
   • Amazon approves the return instantly.
   • A prepaid return label is generated by Amazon or one of its supported DSPs.
   • Amazon selects the carrier and provides tracking.
   • Label costs are deducted from the seller's account or carrier partner.
   • The seller receives notification in Seller Central.
3. To give you complete visibility and monitoring capabilities on ChannelEngine, the return is synchronized to ChannelEngine with the following return details, including:
   • Return carrier name (often listed as "Amazon" when Amazon manages the shipment)
   • Tracking ID(s)
   • Channel return number.
   • Return status set to In progress.
4. Monitor exceptions on Seller Central at Orders, Manage Returns, Pending Actions. Amazon handles most FBM returns automatically, and these do not require seller action. However, there can be exceptions:
   • Returns outside the Amazon policy
   • Restricted categories
   • Certain regions (e.g.: Amazon UAE and KSA)
   • High-value items needing manual review
5. If the return has an exception, sellers must approve or reject within the required SLA.
6. Receive and inspect the return - when the item arrives at the seller's configured return address or warehouse:
   • Inspect the product for condition, completeness, and damage.
   • Confirm acceptance by sending an update to ChannelEngine via the Merchant API or the web interface.
   • Retain proof of return in case of disputes.

7. After acceptance in ChannelEngine, the return status changes to Received.
8. ChannelEngine automatically sends the refund request to Amazon.
9. Amazon processes the customer refund via the original payment method.
10. ChannelEngine receives confirmation of the refund.

FBM returns with a merchant return carrier

For FBM orders where you use your own fleet or other non-Amazon-supported carriers for returns, you must always manually approve the return on Seller Central. The rest of the process is automated by ChannelEngine.

The return process is as follows:

1. Return request - buyers initiate returns directly through Amazon within the standard return window.  
2. Seller review and manual approval - because the seller uses their own fleet or a non-supported carrier, returns require manual review and approval on Seller Central.  
   • You must respond within the applicable SLA (typically 48 hours in many regions).  
   • Approve the return, or reject the return if it falls outside of policy.
3. Share return instructions with the customer - after you approve the return, provide return instructions to the buyer, such as:  
   • Pickup appointment scheduled by the seller’s own fleet
   • Drop-off at a specified location
   • Amazon does not generate a prepaid label in this setup.
4. If the return is a drop-off, manage your own shipping label:
   • Create your own return shipping label.  
   • The label must be shared or uploaded manually to the customer.  
   • Tracking is optional and not automatically validated by Amazon.
5. Amazon approves the FBM return on Seller Central.
6. The return is imported to ChannelEngine.
7. Receive and inspect the return - when the item arrives at the seller's configured return address or warehouse:
   • Inspect the product for condition, completeness, and damage.
   • Confirm acceptance by sending an update to ChannelEngine via the Merchant API or the web interface.
   • Retain proof of return in case of disputes.
8. After acceptance in ChannelEngine, the return status changes to Received.
9. ChannelEngine automatically sends the refund request to Amazon.
10. Amazon processes the customer refund via the original payment method.
11. ChannelEngine receives confirmation of the refund.

Merchant returns

Manage merchant-initiated returns using the normal ChannelEngine workflow for merchant returns. For guidance, check out ChannelEngine: returns.

Once the return status changes to Received, ChannelEngine exports the return to Amazon as an Order adjustment with a refund amount.

FAQs

How do Amazon UAE and KSA merchants process FBM returns?
Due to a regional limitation, Amazon UAE and KSA do not support automatic approvals of FBM returns on Amazon Seller Central. Amazon UAE and Amazon KSA merchants must review each return request in Amazon Seller Central and either approve or reject it within 24 hours. After that, ChannelEngine imports the returns.

Why do I not see all of my refunds on ChannelEngine?
Only returns where the product is physically returned to the merchant's warehouse are imported to ChannelEngine. Therefore, only those refunds that are associated with physical returns are managed via ChannelEngine.

Below is an overview of how ChannelEngine handles each type of return: