Introduction to Returns

Part one of returns:

There are two main categories for returns to funnel through. FBA and FBM returns. FBA returns are the returns Amazon will deal with on your behalf. FBM returns are the returns you must deal with. The process for FBA is very straightforward with Amazon and you don't really need to know a whole lot about this. However, what you do need to look out for is refunds that fall under "not delivered." These items will automatically be refunded to the buyer and at times, they could be fraudulent returns. Therefore, you're going to want to check your returns every month and look for this. If the Item was delivered, you will want to make a SAFE CLAIM. We will talk more about this later on. The process for FBM is pretty simple as well. When someone initiates a return, you will be sent an email and a reason. When you get this return, you really only want to audit the returns that show "Not delivered," as the same issue could occur as FBA. You will also file a Safe Claim for this. Also, you do not need to do anything if you see "Auto Authorized." All you need to do is wait for the return. Once the item has been returned, you will need to issue a refund. You may also issue a partial refund if the item is damaged or the wrong item was sent. A lot of people get confused when they see "Auto Authorized," all this means is the buyer has initiated a return and Amazon has generated a label without interacting with you. When this happens, the buyer must return the product within a select window. If they do not, they do not get refunded and the refund becomes null.

Return Panel Overview

Going to the return panel is very straightforward. You will want to follow these steps to get there. First, click on the three lines at the top left of your screen, then click on orders and then manage returns. Secondly, click on "FBA returns," under this panel, you will be able to audit all FBA returns. To manage your FBM returns, proceed to the home page of Seller Central. Here you will see a box with any open FBM returns. This is were you will issue a refund once an item is delivered.

Issuing an FBM return:

There are various ways in which you will refund a customer. Under your refund page for FBM (which can be found under your dashboard's home page), you will see "edit authorization" or "issue refund." You will want to make sure to click on this. Once you're on this page and the customer has sent back the item, you can issue a full refund back to his/her card. However, if the customer sent a broken/damaged item, you may charge a restocking fee for this.