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Handle Requests for Replacement or Refund

Process customer requests for replacements or refunds quickly, fairly, and in line with Amazon’s policies — ensuring great customer experience while protecting the company from unnecessary losses.

Prerequisites​

  • Access to Amazon Seller Central → Orders → Manage Orders.
  • Access to Buyer-Seller Messaging.
  • Understanding of refund and replacement guidelines for FBA and FBM orders.
  • Optional: access to Return Tracker Sheet for recordkeeping.

Procedure​

  1. Identify the Fulfillment Type
  2. For FBA Orders
  3. For FBM Orders
  4. Communicate with Empathy
  5. Log the Case

Members only

Get the full step-by-step procedure

  • 5 numbered steps with exact Seller Central paths
  • Fixes for the most common snags
  • 4 copy-paste message templates
  • When to escalate, and to whom
  • How to confirm it worked
  • Best practices to prevent repeats
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