Manage returns
To ensure a consistent experience for buyers, you must match or exceed Amazon's return policies on Amazon.sg. For a summary of important requirements from our return policies, go to Returns. For more information on how to comply with return policies, go to Amazon return policies.
Return process
If a buyer requests a return, Amazon will send you an email with the reason for the return. We recommend that you respond to return requests within 24 hours. If the buyer's request doesn't comply with our return policies, details will be provided in the email.
To process the return request, go to your Manage Seller Fulfilled Returns page, where you can review, authorise or decline requests.
You can select these options in the Orders drop-down menu under Manage Returns. For more information, go to Process return requests.
Refund options
If you authorize the return request and want to refund the order, you can choose from several options. For more information, go to Refund orders. We encourage you to wait until you receive a returned item before issuing a refund so you can evaluate its return condition.
You can issue a concession in addition to or instead of refunding order amounts. For more information, go to Issuing concessions.
Return labels
When you approve a buyer's return request, Amazon sends the buyer a return label with an address. By default, the return label is not prepaid. However, you can upload a custom pre-paid return label if you choose to pay for return shipping. If prepaid return labels are not available, you can reimburse the customer with the value of the return shipping costs they incur. For more information, go to Return labels .
Cancelled returns
If a buyer contacts you directly to cancel a return request, ask them to cancel it through their Amazon account. You will receive an email when buyers cancel pending requests.
International returns
If you are located outside the country you are selling in, you must do one of the following:
-
Provide buyers with a return address that is in the country you are registered to sell
in.
For example, if your listing is on Amazon.sg, the return address must be within Singapore.
- Provide buyers with a pre-paid returns label.
- Offer a refund without requesting the item to be returned.
Fulfillment by Amazon (FBA) orders
Amazon manages returns and refunds of orders shipped through FBA. To learn how Amazon manages FBA returns, go to FBA customer returns policy .
