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Service for Orders Placed on Amazon.co.uk

Customer Feedback

Customers can leave feedback for sellers on orders that are fulfilled by Amazon just as they do for merchant fulfilled orders. When negative feedback is related to the fulfilment or services provided by Amazon that is not a Multi-Channel-Fulfilment, the negative rating can be struck through, so it won't affect your performance metrics. The customer's comment will remain with a note from Amazon that states, "This item was fulfilled by Amazon, and we take responsibility for this fulfilment experience."

When a customer does not select "Shipping" or "Customer Service" as the reason for negative feedback, but the entire feedback is related to the service provided by Amazon, including fulfilment and customer service, for other than Multi-Channel-Fulfilments you can request to have the negative rating struck through. We will review the feedback and if in our judgement it applies exclusively to the fulfilment or customer service provided by Amazon, we will strike through the negative rating, and it will not reflect on your performance metrics. However, if in our judgement any portion of the comment applies to the condition of your product as indicated on your listing (New, Used, etc.) or any service that you, rather than Amazon, provided or arranged to be provided to the customer, the feedback and negative rating will remain without edits. Use the Contact Us form to request a review of negative feedback.

Customer Returns and Refund Requests

At Amazon, we believe that having a clear and reasonable customer returns policy is an important element for driving satisfaction and trust among sellers and customers alike. With FBA, Amazon provides fulfilment and customer service for your orders, including processing customer returns. The table below illustrates how we process customer returns for units fulfilled through FBA that we determine are eligible to be returned.

What is the condition of the returned unit? How is the customer compensated? How are you (the seller) compensated? What happens to the returned inventory?
Saleable Amazon debits your Seller Account for the product sales price to reimburse the customer. Amazon credits your Seller Account for all or part of the Referral Fee and, where applicable, the Variable Closing Fee you paid to Amazon in connection with the unit.* Returned unit is added to your inventory and designated "Fulfillable".
Unsaleable
AND it's a circumstance where Amazon takes responsibility for damage to the unit as set forth in the FBA Service Terms
Same as above. Amazon credits your Seller Account for the product sales price AND
all or part of the Referral Fee and, where applicable, the Variable Closing Fee you paid to Amazon in connection with the unit.*
Returned unit is NOT added to your inventory.

Unsaleable
AND it's a circumstance where Amazon does NOT take responsibility for damage to the unit as set forth in the FBA Service Terms

Same as above. Amazon credits your Seller Account for all or part of the Referral Fee and, where applicable, the Variable Closing Fee you paid to Amazon in connection with the unit.* Returned unit is added to your inventory and designated "Unfulfillable". You can create a removal order to have the unit returned to you.

* The amount of the Referral Fee and any Variable Closing Fee to be credited to your Seller Account will be calculated in accordance with the terms of your Selling Agreement.

Determining whether a returned unit is unsellable

A returned unit is considered unsellable when either of the following is true:

  • It is not in the same condition as when previously listed
  • It is defective, damaged, opened, lacking required labelling, is an FBA excluded product or is otherwise deemed unsuitable by Amazon, including units which may pose a health risk to our associates or the next customer who purchases it (this may include, but is not restricted to, consumables, personal care products and products with expiry dates).

Determining reimbursement eligibility

In cases where your orders are either not delivered or are delivered late, Amazon will refund your buyer when the buyer contacts our Customer Service team to say that the order hasn't been received.

The carrier may return the undelivered order to Amazon as undeliverable, in which case the unit will be returned to your inventory and the order will appear on your FBA returns report.

If the order is not returned to Amazon within 45 days after the buyer refund date, the decision can be made to re-credit your seller account for the value of the item, as outlined in the FBA Lost and Damaged Inventory Reimbursement Policy.

Providing Flexibility for Customers

When processing customer returns for units fulfilled through FBA, we apply Amazon.co.uk's General Returns Policy to determine whether a unit is eligible to be returned. The majority of the units returned to Amazon are received in sellable condition within 30 days of the original purchase in accordance with Amazon.co.uk's General Returns Policy. However, to ensure a great customer experience, which ultimately drives customer satisfaction and loyalty and makes FBA offers more attractive, we reserve the right to make case-by-case exceptions and accept returns for units fulfilled through FBA that may be outside these guidelines. While we extend this flexibility to customers, we routinely monitor for cases of abuse and take appropriate action. Please note that where we make an exception to Amazon.co.uk’s General Returns Policy, you will still be required to reimburse us for any refund, adjustment or replacement made to the customer unless the reason for the return is one for which Amazon takes responsibility. In situations where we accept a return more than 30 days after the stated return window, we will pay you the Replacement Value for the returned unit unless we determine that the reason for the return is related to a recall, defect, violation of our policies or similar reason. If we pay you the Replacement Value, the returned unit will not be added to your inventory and we will be entitled to dispose of the Unit pursuant to our FBA Service Terms.

All orders on Amazon.co.uk that are fulfilled through FBA are subject to Amazon.co.uk's General Returns Policy, the FBA Service Terms and FBA Programme Policies, and the terms of your Seller Agreement. Amazon's decision to accept or decline a return and determination of the condition of the returned unit is final.

Products with non-volatile memory

If a customer returns a product with non-volatile internal memory (such as an MP3 Player or a digital camera) and there is evidence of customer use, we will mark this product as unfulfillable. If this product is later returned to you via removal order, you are required to clear the memory of the device. You can learn how to remove products from our fulfilment centres on the "Create Removal Orders" Help page.

Disposal of Returned Units

Some units that are returned to the fulfilment centre will be disposed of immediately. This is done for the protection of the customers, the fulfilment centre associates, carriers, and the seller. Disposal is necessary for one of the following reasons:

  • The unit is a safety hazard
  • The unit is a health hazard
  • The unit is a liability risk

Examples of returned units that will be disposed of immediately:

  • Hazmat Items: Units containing hazardous chemicals or flammable substances, such as razors with alcohol in them, power tools with gasoline in them, batteries, perfumes, and so on. We will drain the chemicals/alcohol and dispose of these units.
  • Broken glass products.
  • Opened Personal Care and Sexual Wellness items. We will only process a return for unopened new units.
  • Consumables, such as food, mints, vitamins, and so on.
  • Items with expiration dates or lot numbers.
  • Bedding.
  • Baby Items, such as pacifiers, bottles, baby monitors, and so on.
  • Contact Lenses: prescription and cosmetic contact lenses
Note: Amazon reserves the right to refuse or dispose of any inventory that may be deemed unsuitable. Units marked for disposal will be added back to your inventory as unsellable before the unit is automatically destroyed. This may take up to three business days to be fully processed. We will reimburse you the Replacement Value of any returned units that are disposed of if the reason for the return was one for which Amazon takes responsibility. You will not be reimbursed for any other returned units that are disposed of. See Product Restrictions and Packaging Requirements for more information.

Issuing Refunds to Customers

In some cases you may wish to refund an Amazon customer for a product, even though Amazon is handling the customer service and returns on your behalf. To manually refund a customer, you should proceed as if you were refunding an Amazon customer for a non-FBA order.

Manually generated refunds remain in “Pending” status for up to two hours. You can cancel the refund by clicking "Cancel all pending refunds for this order". If you cannot see this link, the refund has already been released to the buyer and cannot be cancelled.

To issue a refund, follow these steps:

  1. Locate the order you want to refund in Manage Orders. For more information about locating an order, see Search Orders.
  2. Click the Refund order button in the Action column. Alternatively, click the Order ID and then click the Refund order button on the Order Details page.
  3. Select a refund amount: full or partial.

To refund the full amount:

  1. Select the Full Refund tab.
  2. Required: Select the appropriate Reason for refund.
  3. Optional: Add a Memo to buyer.
  4. Optional: Add a Seller memo for your personal records. This allows you to track the actions you’ve taken on an order, including reasons for concessions and reminders of promises to buyers.
  5. Click the Submit Refund button.

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.

Seller Support

Please use the e-mail address associated with your Amazon.co.uk Seller account.