Amazon refund process and Seller Fulfilled Prime reimbursement extensions

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Amazon are making some temporary changes to the Amazon refund process and Seller Fulfilled Prime refund reimbursement policies which they say is to better support you through the pandemic.

Extension to Amazon refund process

For all seller-fulfilled orders (Prime and non-Prime), Amazon are extending the return processing time from two calendar days to 14 calendar days for returns delivered to you between the 1st of May and the 31st of May 2020. This is to allow you additional time to process your returned items safely before issuing a refund to the customer.

For Seller Fulfilled Prime orders, Amazon are extending the seller reimbursement filing window from 60 calendar days to 90 calendar days. You can submit a reimbursement claim on a refund within 90 calendar days of a returned item received by you between the 1st of May and the 31st of May.

You can also file a reimbursement claim for refunds that you issue during the period between the 1st of May and the 31st of May 2020.

Any such claims will be processed similar to standard reimbursement claims for which Amazon Customer Service issued the refund to the customer.

  • During the reimbursement claim investigation process, Amazon investigators typically allow you up to a week to provide additional information before closing a claim. However, until 31 May 2020, Amazon will keep your claims open to give you additional time to submit any additional information. Your claim status will remain in “Awaiting Seller Response” status until they receive your response to the questions.
  • In line with the extension of the customer return window, Amazon are extending the wait period from 15 days to 30 days before you can file a claim on account of “Lost in transit” for any Amazon-issued refunds between the 1st of May and the 31st of May.

These changes are temporary and subject to the timelines mentioned above. Reimbursement claims will resume being handled according to Amazon’s standard policy starting on the 31st of May.

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