LL - Processing an Amazon Refund via Amazon

Payment for orders placed directly through the Amazon.com website is collected by Amazon.com. These orders are shipped (fulfilled) by Amazon. All Amazon.com orders will have an Amazon order id like this: (102-123-456789). Refunds go back to the CC associated with the customer's Amazon account.

Refunding Amazon Orders

1. We can CANCEL an FBA order (before it ships) and/or REFUND FBA orders.
2. Refunds should be issued automatically WITHOUT sending return instructions.
3. Asking for products to be returned is not compliant with Amazon rules and metrics.
4. There are two (2) exceptions to this rule:
  1. If the customer bought a large amount of product and is asking for a refund, it could be a competitor and Amazon should be alerted.
  2. If a customer claims they did not receive the product even though Amazon tracking says they did, you should alert Amazon and you can choose not to issue a refund.
  3. Create a case to alert Amazon
Processing a Refund
1. Select "orders" from the menu
2. Then select "Manage Orders"
3. Enter Order id if available - Amazon Order id looks like - 116-4083457-8753066
4. If No Order Id, search by email via the search bar on the right
5. From the Order Detail screen, select the refund button & follow the prompts
6. Amazon sends a confirmation email to the customer
7. Notate in HelpScout
8. See process explanation here: Processing an Amazon refund
Returns to Amazon - (returns are rare)
1. since we are FBA (fulfilled by amazon), any return must go back to Amazon.
2. If a customer wishes to return a product they must contact Amazon. They can do this by logging in to their Amazon account>clicking on the Account & lists dropdown> then selecting "Orders". From here they can choose the return option and get a prepaid label.