Processing Refund on Amazon

Processing Refund on Amazon

Purpose/Goal

To help maintain a positive brand image, encourage customer trust, and promote repeat business in the future. To outline the steps required to process a refund for an order placed through Amazon.

Resources Needed

• Amazon Seller Central

• CSR Tracker 2023: https://docs.google.com/spreadsheets/d/1_-lODhHcFNxEVfVKArMRZ1JtcBNaYyateJHW4H5Mnuo/edit#gid=112557906 

Knowledge Base

• https://www.youtube.com/watch?v=utBKgnpS63Y 

Attach Loom Video of SOP Being Done

• https://docs.google.com/file/d/1weiCwAfIMLOHS0CX1bGy-CzlKqXslr6B/view (Note: Please check the LATEST tracker being used with your immediate supervisor)

1. Go to the "Orders" tab and click on "Manage Orders."

2. Locate the order for which you need to process the refund. You can search for the order using the buyer's name, order number, or other identifying information.

3. Once you have located the order, click on the "Order Details" button next to it.

4. On the Order Details page, scroll down to the "Refund" section and click on the "Refund Order" button.

5. Enter the refund amount or tick the box to refund the full amount. (Most of the time we refund the full amount, but in case there are multiple orders, you only need to refund the item of concern)

** It is preferred that you tick the box instead of entering the amount cause once there is a processed refund, you can immediately notice it since the “amount to refund” will still be $0.

6. Provide a reason for the refund. Select the appropriate reason from the provided options, such as "Item defective" or "Buyer changed their mind" (optional but recommended for record-keeping).

7. Track the refund  (2024 CSR TRACKING Template) or spreadsheet for accounting purposes.

8. Click on the "Submit Refund" button to initiate the refund process. The customer will receive a notification about the refund, and the funds will be returned to their original payment method.

** Customers will receive the refund to the original payment method within 3-5 business days.

• If you are processing a refund for a customer who contacted us via seller central, it is better to click on the order ID hyperlink rather than going to manage orders, this way we can be sure that we will process a refund to the correct customer.

• Ensure that the order is within the return period and the product(s) are eligible for refund.

• Make sure you are processing the correct amount before hitting submit the refund.

• For customer reviews refund or customers that leave a bad review and we processed a proactive refund, we need to add a ” note to buyer” saying that we’ve proactively processed a refund and he/she needs to check his/her inbox.