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This article applies to selling in: Brazil

FBA customer returns report (overview)

You can find a list of processed returned FBA products in the FBA customer returns report. When a customer returns an item, we assess the condition (disposition) of the returned item and then process the return based on the condition.

For more information about FBA returns processing and policies, see FBA Customer Returns Policy.

Tip: FBA returns do not appear in the Manage Returns page. The Manage Returns page is for self-fulfilled returns only.

Note for FBA Onsite sellers: All returned products (independently of their condition) must be processed in the C-return tool, even those that returned closed (carrier was not able to deliver to the customer). Only processed products will appear on FBA customer returns report.

Refunds for items that are not returned

At our discretion, we may give a refund without requiring that the customer return the item. These refunds do not appear in the FBA customer returns report. You can find all refunded amounts listed as a Product charge in the Refund section of the Payments report.

Reimbursements for customer refunds

You can track your reimbursements for approved customer refunds, whether or not an item was returned, in the Reimbursements report.

Field definitions

Online header Download header Description
Returned Date return-date Date returned merchandise was processed at the fulfillment center. DD-MM-YYYY.
Order ID amazon-order-id Unique ID in the original shipment for returned item (if available)
Merchant SKU sku Seller's item identifier
ASIN asin Amazon standard item number
FNSKU fnsku Fulfillment network SKU
Title product-name The name of the product as it appears on Amazon
Quantity quantity Number of units of this item that were returned
FC fulfillment-center-id Fulfillment center where the returned merchandise was processed
Disposition detailed-disposition Condition of the returned item: see Condition Codes below for explanation
Customer Return Reason reason A short description of reason for return as selected by the customer. See Customer Reason below for explanation
(only on download option) customer-comments When available, comments submitted by customers regarding the reason for the return are provided.

Condition codes

Disposition Description
SELLABLE The unit was returned to stock and is available for purchase.
CUSTOMER DAMAGED The unit was returned to stock as "unsellable." This does not necessarily mean that the item itself is damaged (for example, external packaging may have been opened), but it cannot be sold again in this condition. When this happens the customer is refunded, but the unit stays in your inventory as "unsellable."
CARRIER DAMAGE Amazon takes responsibility for the damage. Amazon compensates you based on the FBA Lost and Damaged Inventory Reimbursement Policy.
DEFECTIVE The unit was returned to stock as "unsellable." The unit is either obviously damaged or the customer stated that it is faulty. The customer is refunded, but the unit stays in your inventory as "unsellable."
DAMAGED The unit was returned to stock as "unsellable". The unit is obviously damaged (not by the customer or the carrier). The customer is refunded, but the unit stays in your inventory as "unsellable."
EXPIRED Units that are within 50 days of the expiration date may be set aside as "unsellable." and eventually removed for disposal by Amazon. Units that have been disposed will not be available for return. You may request to have expired units returned to you if they have not been disposed of.

Customer reason

Reason Description
OTHER Return option not available
ORDERED_WRONG_ITEM I accidentally ordered the wrong item
FOUND_BETTER_PRICE I found better prices elsewhere
NO_REASON_GIVEN No reason--I just don't want the product any more
QUALITY_UNACCEPTABLE Product performance/quality is not up to my expectations
NOT_COMPATIBLE Product is not compatible with my existing system
DAMAGED_BY_FC Product became damaged/defective after arrival
MISSED_ESTIMATED_DELIVERY Item took too long to arrive; I don't want it any more
MISSING_PARTS Shipment was missing items or accessories
DAMAGED_BY_CARRIER Product was damaged/defective on arrival
SWITCHEROO Amazon sent me the wrong item
DEFECTIVE Item is defective
EXTRA_ITEM Extra item included in shipment
WARRANTY Item defective after arrival -- Warranty
UNAUTHORIZED_PURCHASE Unauthorized purchase -- i.e. fraud
UNDELIVERABLE_INSUFFICIENT_ADDRESS Undeliverable; Insufficient address
UNDELIVERABLE_FAILED_DELIVERY_ATTEMPTS Undeliverable; Failed delivery attempts
UNDELIVERABLE_REFUSED Undeliverable; Refused
UNDELIVERABLE_UNKNOWN Undeliverable; Unknown
UNDELIVERABLE_UNCLAIMED Undeliverable; Unclaimed
APPAREL_TOO_SMALL Apparel; Product was too small
APPAREL_TOO_LARGE Apparel; Product was too large
APPAREL_STYLE Apparel; Did not like style of garment
MISORDERED Ordered wrong style/size/color
NOT_AS_DESCRIBED Not as described on website
JEWELRY_TOO_SMALL Jewelry; Too small/short
JEWELRY_TOO_LARGE Jewelry; Too large/long
JEWELRY_BATTERY Jewelry; Battery is dead
JEWELRY_NO_DOCS Jewelry; Missing manual/warranty
JEWELRY_BAD_CLASP Jewelry; Broken or malfunctioning clasp
JEWELRY_LOOSE_STONE Jewelry; Missing or loose stone
JEWELRY_NO_CERT Jewelry; Missing promised certification
JEWELRY_TARNISHED Jewelry; Tarnished

For more information about FBA reimbursement eligibility, see FBA Lost and Damaged Inventory Reimbursement Policy.

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