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 |
| UNWANTED_ITEM | Unwanted Item |
| 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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