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Returns, refunds and the money you can claim back

Returns & refunds shows how many units came back (FBA and merchant), the return rate against units sold, the products with high return rates and why (Amazon's return reasons in plain words), what came back sellable, and the newest returns with the customer's comments. For merchant and SellerFlex orders, a check-in asks you what really came back; your answers decide which SAFE-T claims can be filed.

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Return rates and reasons per product, merchant returns to check in, and the SAFE-T claims your answers open.

  • Return rate per product with Amazon's reasons
  • Merchant and SellerFlex returns to check in: back, not back, damaged
  • SAFE-T candidates with their deadlines
  • Nothing is filed by itself: you file in Seller Central

How it works

  1. Returns are loaded

    FBA and merchant returns with Amazon's return reasons and customer comments, against the units sold.

  2. You check in merchant returns

    Every refunded or returned merchant or SellerFlex order of the last 120 days, with what SellerPilot needs you to confirm: back with you (its condition), refunded and not back after 21 days, refunded with no return on record, or on its way.

  3. Claims are prepared

    Refund without a return, a return that never arrived (or only part of it), returned damaged, used or with parts missing, a different item or an empty box: each becomes a SAFE-T case with the order, the reason and the days left.

  4. You file

    Open the case in Seller Central and file it; mark it filed, reimbursed or denied in SellerPilot.

Deadlines

A claim for a return that never arrived can be filed 21 days after the refund (at once when the carrier says delivered but nothing came). Every claim must be filed within 60 days of the later of the refund and the return's delivery (30 on Amazon.com); each case shows its days left, and the nearest deadline is on Agent home.

What it does not do

Stated plainly, so you know before you start.

  • It does not file claims for you
  • SAFE-T applies to merchant-fulfilled and SellerFlex orders; FBA stock losses go through FBA reimbursements
  • Your check-in answers decide the claims: SellerPilot cannot see what reached your warehouse

Questions sellers ask

Why do I need to check in returns?
Amazon knows a refund was issued; only you know whether the item came back and in what state. Your answer turns a refund into a claim, or not.
What about FBA returns?
FBA returns are in the return rates here; FBA units lost or damaged, and refunds where the return never came back, are on the FBA reimbursements page.

Related features

  • Reimbursements and returns

    Return rates with Amazon's reasons, refunds still pending, and units Amazon lost or damaged and still owes you.

  • A-to-z claims

    Orders at risk of an A-to-z claim with the Amazon message that fits, and every claim and chargeback per order.

  • Payouts & fees

    Every Amazon payout with its breakdown, the overall fee rate, the biggest fee lines and the next payout building up.

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