How to manage HAQM customer returns for seller-fulfilled orders

Sign up*

Returns are an ordinary part of ecommerce. HAQM customers return items when they’re the wrong size or the incorrect version of a product. They also return items because they’ve been gifted something they already own, or because the item they’ve received is damaged or defective. Whatever the reason, HAQM customers expect a smooth returns experience—which makes managing returns an important part of any seller’s strategy.

If a seller uses Fulfillment by HAQM (FBA) for customer orders, HAQM takes care of returns on their behalf. The customer ships the item back to HAQM, when necessary, and HAQM manages any related customer service. But how do returns work when a US-based seller fulfills orders themselves as part of the Fulfilled by Merchant program?

In this article, you’ll learn:

• What the HAQM Return Policy is
• How seller-fulfilled returns work
• How to manage return requests with the Manage Returns tool
• How to handle special return situations
• Best practices for handling returns

What is the HAQM Return Policy?

HAQM allows customers to return most items within 30 days of their order’s estimated delivery date, regardless of who fulfilled the order. That means, in general, the only difference between returning an HAQM-fulfilled order and a seller-fulfilled order is who the customer is returning the item with.

Review the HAQM Return Policy

How do seller-fulfilled returns work?

HAQM automatically authorizes US return requests when they’re covered by the HAQM Return Policy. That means, in many cases, there’s no action needed on the part of the seller in order to facilitate the return, even when they’ve fulfilled an order themselves. The customer simply requests to return the item, then uses a prepaid return label or US return address to ship the item back to the seller, or they receive a full refund without sending the item back. The exact method for each return is determined by settings and options selected in advance by the seller.

Check your return settings

When a return request for a seller-fulfilled order is not covered by the HAQM Return Policy, or when it’s for a product that’s in an exempt category, it’s sent to the seller for review. The seller can then authorize the request and allow the buyer to return the item, offer a refund or concession, or decline the request and provide the buyer with an explanation.

Learn more about managing seller-fulfilled returns

What is the HAQM Prepaid Return Label program?

To simplify the returns process for buyers and sellers, US sellers are automatically enrolled in HAQM’s prepaid returns program. This program issues HAQM prepaid return labels on the seller’s behalf for eligible returns through HAQM Buy Shipping.

Learn more about prepaid returns

Can I use the HAQM Prepaid Return Label program while selling outside the US?

If you’re a seller with listings in other global HAQM stores, you can manually enroll in the prepaid returns program in regions where it’s available. Or you can generate and upload your own prepaid return labels to facilitate customer returns.

If you’re a seller in the US with a non-US return address, HAQM’s international return policy applies to your orders. Customers won’t be provided with prepaid return labels.

Learn more about international customer returns

Can I request an exemption from the prepaid returns program as a US seller?

If you’re a US seller with a high-value item and you don’t want HAQM to automatically provide buyers with a prepaid label for eligible returns, you can request an exemption for certain SKUs. If your exemption is granted, you’ll still need to provide buyers with your own prepaid return label, a US return address, or a full refund.

Learn how to request an exemption from prepaid returns

What is the Manage Returns tool?

The Manage Returns tool lets you view and process all your seller-fulfilled return or replacement requests from customers. You can also use the tool to issue refunds and concessions, track return statuses, and communicate with buyers—all in one place. The tool helps ensure you stay compliant with the HAQM Return Policy while providing a smooth experience for customers.

How do you manage return requests?

You’ll receive an email notification when you receive a return or replacement request from a customer. While most returns are automatically authorized by HAQM with prepaid return labels provided to customers, you might have cases where your authorization is required. In those cases, make sure you respond to requests within 24 hours.

You can authorize a request to accept a return and, if required, provide the customer with a prepaid return label. You can also issue a refund or concession, then complete a return request. For returns outside the HAQM Return Policy, you have the option to decline a request.

Start by accessing the Manager Returns tool. Select Orders, then Manager Returns from the Seller Central main menu. Then select the Pending Actions tab and choose the requests you want to review.

• To authorize a request, select Authorize Request and use the Return Merchandise Authorization (RMA) number generated by HAQM, or enter your own RMA. Next, upload a custom prepaid return label. When uploading a custom label, you will be required to provide tracking. Alternatively, you can provide an HAQM-generated unpaid return label.

Learn more about authorizing return requests

• To issue a refund or concession for a request, select Issue refund, then enter the relevant information in all required fields on the Refund order page. We recommend that you wait until you receive a return before issuing a refund, giving you the opportunity to examine it. Make sure you issue refunds within two days of receiving returns or HAQM may issue an automatic refund on your behalf.

Learn more about issuing refunds and concessions

• To complete a request that you’ve issued a refund or concession for, or to complete a request that requires no further action (like for a duplicate return request), select Complete and provide the reason you’re completing the request. Then select Save. To explain why you’re completing the request, reach out to the buyer using Buyer Seller Messaging.

Learn more about completing return requests

• To decline a request for a return outside the HAQM Return policy, select Close Request and select a reason for closing the request. You also have the option to send a message to the buyer, which you can use to clearly explain the reason you are declining the request, referencing the HAQM Return Policy as applicable. Ensure your communication is polite but firm, and provide alternative resolutions, if possible. Afterwards, you can complete the return request.

Start managing buyer returns

Handle special return situations

At some point, you might encounter unique return scenarios that require special handling. Here’s how to manage some of these challenges.

Wrong item returned

When you receive a different item than what was originally sent to the buyer, here’s how to handle it:

• Contact the buyer: Confirm the mistake and find out why the wrong item was returned.
• Discuss returning the incorrect item: Ask if the buyer wants it back and agree on who will cover shipping costs. You’re not obligated to pay for shipping.
• Request the correct item: Let the buyer know they can still send back the correct item for a refund. Provide clear instructions.
• Consider buyer claims: If the buyer claims they received the wrong item, handle it thoughtfully to maintain good customer relations.

Note: If a buyer doesn’t respond to your outreach, you have the option to charge a restocking fee when issuing a refund through the Manage Returns page.

Safety and restricted items

Certain returns may be flagged as containing potentially hazardous materials. Some of these items, like specific chemicals or products like nail polish, are identified by HAQM during the ASIN creation process and will not qualify for prepaid return labels.

Here’s how to handle these returns:

• Manual authorization required: Most returns involving potentially hazardous items need your manual authorization before customers can send them back.
• Verify your ability to receive the item: Check if your returns facility is equipped to accept hazardous products safely. Only proceed with the return if your facility meets the requirements.
• Coordinate with the customer: Work with the customer to ensure they use the correct shipping methods and hazmat labels for the return. This is crucial for compliance and safe handling during transit.

Note: While most hazardous returns require manual authorization, some may be authorized automatically, and a prepaid shipping label can be generated, if applicable. Always review each case carefully to ensure proper handling.

Learn how to handle potentially hazardous returns

Appeals and disputes

If you believe a refund issued by HAQM on your behalf was unjustified, you have several options to dispute the decision:

• A-to-z Guarantee claims: When a refund is issued by HAQM as part of an A-to-z Guarantee claim, you can appeal the decision. Provide supporting evidence to demonstrate why the claim was invalid.

Learn how to appeal an A-to-z Guarantee claim

• Seller reimbursements: If HAQM issued a refund for a US domestic return through refund at first scan, customer service actions, or automated processes, you may request reimbursement.

Learn about seller reimbursements

• Chargeback claims: If a buyer files a chargeback case and HAQM charges you as a result, you can submit an appeal to dispute the claim.

Learn how to appeal chargeback claim

Best practices for handling returns

Successful returns start with prevention. These proven strategies can help you build a returns process that works for both you and buyers:

Set clear expectations with buyers

Make sure product listings include accurate descriptions, high-resolution images, and details like size, color, and compatibility. Setting the right expectations upfront can help avoid misunderstandings that can lead to returns.

Use effective packaging

Shipping items in durable, protective packaging can reduce the likelihood of damage during transit, which can in turn reduce damage-related returns. Invest in materials that reflect the quality of your products while safeguarding them.

Provide flexible options

Consider alternatives to standard returns to create a better experience for customers. You can set up return-less refund rules that let buyers keep items while still receiving a refund—ideal for low-cost items where return shipping might exceed the item’s value. You can also offer partial refunds or replacements to resolve minor issues without requiring a full return. These flexible solutions can help delight customers and reduce operational costs.

Learn more about returnless resolutions

Analyze return trends regularly

Review the reasons customers return your products. Consistent issues, like incorrect sizing or unclear product descriptions, may point to changes needed in product listings. Regular analysis can help reduce avoidable returns and improve buyer confidence.

Train your team

If you have employees or partners managing returns, ensure they’re familiar with the HAQM Return Policy and your internal processes. Proper training can help ensure consistent handling of requests and helps reduce errors.

Read the returns FAQ for more tips and recommendations

Use Manage Returns and review your settings

By following the HAQM Return Policy and staying on top of return requests, you can keep customers delighted and protect your account health. Use the Manage Returns page, stay responsive, and turn returns into an opportunity to build trust and loyalty with customers.

Take a moment to review your return settings and begin applying these best practices today.

*A Professional selling plan is $39.99 a month + selling fees. Learn more