Order cancellations, returns, and refunds are inevitable parts of selling, whether you sell online or in a brick-and-mortar shop. When you sell on Amazon, order cancellations, returns, and refunds are governed by the marketplace’s rules. While an Amazon seller may make their own policies regarding these matters, they must comply with the minimum requirements of Amazon. Complying with these terms should be a significant part of any seller’s Amazon brand management strategy.
Amazon’s policies on these matters should appear on the seller’s product listings, so customers are aware of the process. A seller must follow Amazon’s minimum cancellation, return, and refund policy, as follows:
- For all subscription lengths, customers should be allowed to cancel their order and get a refund at any time if the product is no longer available. This also applies if there has been a change of material in the product or a change to the terms and conditions of use of the service related to the product.
- For subscriptions extended from two to five months, customers must be allowed to cancel their order and should be given a full refund within seven days of the initial purchase or renewal.
- Subscriptions for six months or more can be canceled as well. The customer should receive a full refund within seven days of the initial payment, or within 30 days of payment if they are renewing a subscription.
- If a product is defective or not what was represented in the product listing, the customer can be refunded in full at any time.
Amazon customers who wish to cancel an order must go through Amazon’s cancellation process or subscription manager. You must make sure your customers are aware of this process. Sellers are not allowed to be directly involved with the cancellation process unless they are directing customers to Amazon’s subscription manager.
When refunding customers, Amazon might issue the payment to the customer as part of their service to sellers using their marketplace. You will then issue Amazon credit that is equal to the amount of the seller’s purchase.
If a customer issues a claim or dispute to Amazon, you will be notified. You may be required to provide or confirm information related to the claim. If you failed to comply with the Subscribe with Amazon Program Agreement, you would have to reimburse Amazon for the cost of the customer’s purchase and any related banking fees.
Amazon currently only allows full refunds.
If you follow Amazon’s cancellation, return and refund policies perfectly, you will be sure to have a great relationship with customers.