The Do’s and Don’ts on Responding to Questions About How to Return Items to Amazon

May 5, 2022
Written by Ken Zhou
do's and don'ts on a yellow background

As a part of Amazon’s mission to be the most customer-centric company in the world, it has one of the most comprehensive but complex return policies among online marketplaces out there. This ensures that Amazon shoppers get the best services from third-party sellers.

Therefore, your customers might have asked you ‘how to return items on Amazon’ questions several times. While it’s a perfectly reasonable question, it can also be tricky to answer if you are an Amazon seller. Essentially, you want more sales and fewer returns because it would be better for your business.

However, it would be best if you remained professional in answering these kinds of questions to maintain your positive image within the Amazon marketplace. In this article, you will learn the do’s and don’ts of responding to your customers’ return-related questions.


1. Do take the time to read through Amazon’s return policy before you respond to a customer

Before you dash off a response to an enraged customer asking about how to return items to Amazon, ensure that you are completely familiar with Amazon’s return policy. If not, you must take a moment to read it first so that you can confidently respond. Or, you can consult your Amazon account manager if you are unsure of the return policy applicable to their situation.

For example, did you know that Amazon allows returns within 30 days of delivery, after which the customer must receive a full refund? Or that you can offer returnless refunds to your selected products?

Knowing the ins and outs of the return policy will help you handle customer inquiries more smoothly and efficiently. So, it would be best if you save yourself some headaches down the line by taking some time to familiarize yourself with the policies before hitting “send.”

2. Do be polite and helpful in your responses

It’s always a good idea to be polite and helpful when responding to questions about how to return items to Amazon. Not only is it the right thing for you to do, but it can also help resolve the issue more quickly. Remember that the customer asking the question is likely already feeling frustrated, so be patient and calm instead.

However, there are some things you must take note of when crafting your response. First, ensure that you understand their concern. While providing the most generic answer can be tempting, you might end up frustrating the customer even more. If you do not know what to answer, take a few minutes to look for the right answer before responding to be more confident.

Second, keep your answer short, simple, and specific. Because customers do not have much time to read long paragraphs, it would be best to be straightforward. Lastly, try to be friendly and helpful, even if it seems difficult. Your empathy can go a long way in making your customers feel valued and understood.

3. Do provide clear and concise instructions on how to return items

One of the most important parts of selling that most entrepreneurs neglect is providing clear and concise instructions for customers on how to return Amazon items. Most of the time, the buyers have read fine prints or call customer service just to get an answer about returns. As a result, customers get frustrated and decide not to bother returning the item at all, which can affect their perception of your brand.

Therefore, it would be best if customers could easily find their much-needed information. You can put your return and refund policies on your product listings or storefront. But make sure that you include any special details applicable, such as return window time or required documentation. As a result, they will no longer have to consult your customer service, which guarantees them a smooth transaction with your company.

4. Do apologize for any inconvenience caused and do everything you can to rectify the situation

Because returns are part of running an ecommerce business, you must handle the situation professionally, no matter how challenging that can be. Whatever their reason is, it would be best if you apologize for any inconvenience that caused their decision to return.

Then, affirm that you will note their concerns to prevent this from happening again. Also, assure them that you will use this situation to learn and improve your services. Afterward, do everything you can to rectify the situation at hand. For example, if they wish to return the item because it was damaged, offer to send them a replacement. If they want a returnless refund, check if the item they purchased is eligible for this feature.

Doing these might help you turn their negative experience into a positive one, encouraging them to purchase again in the future.

how to return items to amazon - cheerful customer service representative


1. Don’t tell customers that they’re wrong for wanting to return an item

As a seller, you might feel tempted to tell a customer that they’re wrong for wanting to return an item, but you must resist that urge. First, arguing with a customer can do more harm than good. Even if you are convinced they are wrong, it would be best not to get into a heated argument over something that can easily be resolved. By doing this, you save your time, energy, and your brand’s image.

Furthermore, telling a customer that they are wrong will only make them angrier and less likely to do business with you in the future. Finally, keep this in mind: the customer is always right — even though sometimes they are not. So instead of arguing with them, it would be best to take a deep breath and resolve the situation to make everyone happy.

2. Don’t ignore customers or make them feel like they’re bothering you

It is undeniable that returns are a pain for sellers like you. They mean more work for you and lost revenue for your business. But customers are way more significant than that single transaction. If you make them feel like they are bothering you or ignore them when they want to return an item, they would rather buy elsewhere. As a result, you have lost not only the revenue from the original purchase but also future revenues.

So when a buyer tells you they want to return an item, try your best to be polite and helpful. By taking a few minutes to ensure that returns are handled smoothly, you can make your customers feel that their satisfaction is always your top priority.

3. Don’t give out false information in order to get customers to stop asking questions

As a general rule, you must not lie to your customers. Of course, you can persuade them to purchase your items using words, but it is best not to lie to them. Not only is it dishonest, but it can also backfire on your business later on.

For example, if you give them false information to dissuade them from returning the item, they might go to another store and badmouth your business. In today’s age of social media, one negative review can quickly spiral out of your control. 

So if you ever feel tempted to give the customer false information to get them to stop asking about returns, just give them an honest answer. Remember that lying about it once is not worth the risk.

4. Don’t give away too much information or reveal secrets or hacks on the Amazon marketplace

Regarding returns on the Amazon marketplace, you must remember that less is more. Just provide the basic information that the customer needs. This way, you can keep them happy and reduce the chances of a product return.

Otherwise, if you give away too much information or reveal a great return hack, more customers will take advantage of it, which might increase prices. Moreover, it would be more difficult for you to gain profits. So, while you might want to spill the beans, it would be best that your return secrets remain secrets. 


Indeed, handling return requests can be maddening, especially if you know that you have given your best to serve your customers. But because this is part of managing an ecommerce business, you must learn some do’s and don’ts to address your customers’ return concerns effectively and professionally.

Some of the things you must do are familiarizing yourself with Amazon return policies, being polite and helpful, providing clear and concise instructions for returns, apologizing for the inconvenience, and taking appropriate actions to resolve the problem. On the other hand, you must not ignore your customers’ feelings and needs, give out false information, and share too much information.

If you cannot handle the burdens and responsibilities related to returns, refunds, and reimbursements, you can look for a credible agency like Seller Interactive. Their expertise in this area will help you streamline your return and refund process, which is crucial in a big online marketplace like Amazon.

To learn more about Seller Interactive’s services, email [email protected] or call 1-800-820-3746.

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