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This article applies to selling in: India

Things to consider before issuing a refund

Before you issue a refund, consider the following:

  • Ensure that your refund policies are favourable to provide a good experience to your buyers.
  • After you authorise a return request, you can wait until you receive the item back from the buyer before you issue a refund. If you prefer, you can allow the buyer to keep the item even if you decide to issue a refund.
  • If the buyer returns the item to you damaged or in a condition that is different from the condition in which you sent it, you have the option to issue a partial refund. If you decide to issue a partial refund, we recommend explaining this to the buyer in advance to help avoid misunderstanding or a possible A-to-z Guarantee claim.
  • You should issue a refund within two days of receiving a return.
  • If you described and listed the item accurately, but the buyer simply no longer wants it, you have the option to refund the item price but not the delivery costs.

Easy Ship orders

  • Returns picked up by Amazon having order value less than INR 5000 will be auto-refunded.
  • You have to issue manual refunds on Amazon picked-up returns where the order value is greater than INR 5,000.
  • For returns self-shipped by customer, you should issue a refund within two days failing which Amazon will issue the refund.

To know how to issue a refund manually, see the Manually Issuing a refund topic below.

MFN orders

For orders shipped by you using third-party logistics, you need to manage returns and issue a refund manually. You do not need to do this for Easy Ship orders.

Watch this video to know more about issuing a refund on Self-Ship orders.

Refunding MFN orders

Before you issue a refund, consider the following:

  • Ensure that your refund policies are favourable to provide a good experience to your buyers.
  • After you authorise a return request, you can wait until you receive the item back from the buyer before you issue a refund. If you prefer, you can allow the buyer to keep the item even if you decide to issue a refund.
  • If the buyer returns the item to you damaged, or in a condition that is different from the condition in which you sent it, you have the option to issue a partial refund. If you decide to issue a partial refund, we recommend explaining this to the buyer in advance to help avoid misunderstanding or a possible A-to-z Guarantee claim.
  • You should issue a refund within two days of receiving a return.
  • If you described and listed the item accurately but the buyer simply no longer wants it, you have the option to refund the item price but not the delivery costs.

In case you accidentally refund the wrong amount or wrong order, see Refund Mistakes below.

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. This is a good customer service practice.
  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.
You can also issue refunds for multiple orders in one go. To learn how to do this, see Issue Multiple Refunds.
Note: Amazon can issue additional refund to the buyer on your behalf for eligible Easy Ship orders in cases where it is deemed fit.

When you manually generate a refund, it will sit in Pending status for up to two hours. This provides an additional buffer in case you accidentally refund the wrong amount or wrong order. This feature is available for manually generated refunds only. Refunds issued through feeds will continue to be processed immediately.

For information about Amazon fees that are refunded to you after you issue a refund, see Refund Holdbacks. To refund associated tax amounts, see Issue Multiple Refunds.

While a refund is in "Pending" status, you can cancel it by clicking "Cancel all pending refunds for this order." If you cannot see this link, then the refund has been released to the buyer and cannot be cancelled.

If you cancel a refund, we don't notify the buyer. We only notify buyers about refunds that are actually released.

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