Last updated on June 6th, 2023
Written by Ken Zhou
It's no secret that no one likes returning stuff they've bought online. It's a pain to box everything back up, print out the return shipping label, and carry the package back to the post office. But sometimes returns are inevitable—maybe the item was damaged, didn't fit quite right, or wasn't what your customers expected.
With Amazon, it's vital to ensure your customers are happy with their purchases; return policies can be a big part of that. So here's a guide on returning Amazon items to help your customers navigate the return process.
Sometimes, customers can end up ordering the wrong thing for various reasons. Maybe it needs to be a different size, or they don't like the color. It may also be because they've clicked the wrong button for no reason.
There might even be some items that are damaged or defective upon delivery. But for items that are not damaged or defective, customers have two options: either return the item for a refund or exchange it for a different size or style. Whatever the reason, returning items to Amazon should be easy and stress-free.
If you're an Amazon seller, it's critical to understand how the return process works. What for? There are customers who will wonder about the possibility of returning an item and will come for your help sooner or later. Knowing the return process can help you with potential customer queries about returning an item.
Assisting with queries is part of giving a positive shopping experience. As a result, customers may be more inclined to shop from you again. To assist your customers better, here is a step-by-step guide on how to return items on Amazon.
Ask your customers to go to "Your Orders" and find the order they want to return. Then, click the "Return or Replace Items" button.
After selecting the item they want to return, they will have to choose the reason for the return in the drop-down selection. Then, your customer should choose whether they want a refund or a replacement.
After choosing the item and indicating the reason for the return, it will generate a PDF of the shipping label, which they can print out and attach to their return package.
If possible, customers should pack the item securely in the original product packaging. If they can't find the original package, they may use a sturdy box and include packing material such as bubble wrap or styrofoam peanuts to protect the item. They must include everything included in the original package (like all the parts, accessories, and documents).
There are multiple ways to return items to Amazon. However, returning them through the mail is the simplest option. Customers should pack the item they want to return, attach the shipping label to the package, and drop it off at the nearest post office.
They can also use Amazon Hub Locker to return the items. These are available at select locations and work as self-service kiosk一customers can drop off their return items in the locker, which will then be returned to Amazon.
Shoppers also have the option to return items to a physical Amazon store. First, they should go to Amazon's website and use the store locator tool to find the nearest store location. Then, they’ll need to bring the item and order confirmation to the customer service counter.
Some items can be returned using Amazon's "Flexible Returns" service. With this, they can schedule a free pickup of their return right from their doorstep.
Buyers can now return their Amazon purchases at a nearby Kohl's. Once enjoyed by only a few in 2017, Kohl's widened their scope on Amazon returns to 1000 stores. Amazon shoppers in the US who have Kohl's in their area can now drop off to-be-returned items to third-party sellers in the Amazon marketplace much faster.
What makes Kohl's Amazon returns even better is that the buyer can drop off the items purchased at the store as is. Packaging and labeling aren't necessary—Kohl's takes over the task and sends it right to Amazon!
Be sure to ask your customers if they have Kohl's nearby. If they do, give them this walkthrough.
Tell your customers to log in to their Amazon account and go to the "Returns and Orders" section.
Instruct them to select the items they wish to return and choose the appropriate reason from the drop-down menu. Afterward, they can click "Return or Replace Items" and choose whether they want a full refund or a replacement in case of a wrong item.
Customers typically choose the account they used to pay for the item as the return payment option. But there are other modes they can choose from: debit cards, checking accounts, and credit cards are among the most popular options. If your customer wants to check all their options, they can review this Amazon resource.
Among the options they can choose is a UPS dropoff, or they can choose to ship and pay using their courier. Instruct your customer to choose the Kohl's dropoff option from the list of choices provided.
Once everything is settled on the Amazon front, tell your customer that a QR code will be sent their way. They will have to show this code to the Kohl's staff upon dropping off the items.
The last step is for the customer to bring their items to Kohl's, packed or unpacked, present the QR code sent to them, and wait until the staff receives the item or gives them a discount coupon from Kohl's.
When it comes to returns, Amazon is pretty lenient compared to other ecommerce platforms. This is their way of making themselves known as the most customer-centric shopping website available.
Most Amazon orders can be returned within 30 days after delivery if the item is new and unused. That means if your customers accidentally ordered two of the same item, or if that shirt they bought doesn't fit quite right, they can return it hassle-free. But before returning an item, they should check the product listing to see if there are any special return requirements. For example, some clothing items must be in their original packaging when returning them.
There are some items that Amazon doesn't accept returns on for various reasons. Here are some of the most common items that you can't return:
Amazon is usually great at handling returns. Customers can return items without any problems. But sometimes, things get lost along the way, and it can be tricky to track down a return. Fortunately, Amazon makes it easy to track returns so your customer can be sure that their items are being processed and that they'll receive a refund promptly.
If they want to track their returns, simply tell them to log in to their Amazon account and go to the "Returns Center." There, they should see a list of all the items returned and return attempts in the past 30 days.
For each item, they’ll see the return date, the status of the return (whether approved or rejected), and the expected refund amount. It is also through this page wherein they can track the progress of their return by clicking on the "Track Package" button next to each item.
As an Amazon seller, you need to understand the process and take the initiative to help your customer in this cancellation process.
First, you must know your customer's reason for returning the item to know where to start. Ask your customers to do the following steps:
After withdrawing the existing return, they can choose whether to ignore pickup attempts if they’ve requested a pickup for their return or contact the carrier to inform them that the pickup is no longer needed as the return has been canceled.
For buyers, returning an item bought on Amazon is pretty simple一just head to the returns center and follow the instructions. But if you're a seller, things are a bit more complicated. You'll need to issue a refund, deal with the return shipping, and provide top-notch customer service, which can be a hassle, expensive, and requires plenty of patience from your end.
However, it's essential to accept that returns are just part of doing business. The good thing is that you can do a few things to lessen the occurrence of returns in your business.
First, make sure to state your return policy on your product listings clearly. This will help set buyer expectations and reduce the likelihood of buyers returning items simply because they weren't aware of your policy.
Second, try to be as flexible as possible regarding returns. For example, you can offer to issue a refund or exchange instead of insisting on a return.
Finally, don't take returns personally. It's important to remember that not every sale is going to be perfect. Ultimately, the goal is to strike a balance between protecting your business and giving a positive customer experience.
Here's the thing about returns: they happen. Whether it's a case of buyer's remorse or a package that arrived damaged, customers will occasionally want to return an item they've purchased from you. So make sure your return policy is clear and easy to understand so that customers know what to expect when buying from your shop.
With all the things mentioned above, you can now confidently assist your customers when they ask you how to return Amazon items. However, Seller Interactive understands that running a business while handling returns can be overwhelming. That's why we believe that working with a competent account manager to assist you with your Amazon returns is a practical idea. With years of experience, we are confident that we can assist you with all your return concerns.Send us an email at [email protected] to know more!
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