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This article applies to selling in: Brazil

Manage returns

To ensure a consistent experience for buyers, you must match or exceed Amazon's return policies

If a buyer requests a return, Amazon will send you an email that includes the reason for the return. We recommend that you respond to return requests within 24 hours. If the buyer's request doesn't comply with our return policies, we will tell you in the email.

When this happens, see Out-of-Policy return requests for more information.

Return process

To process the return request, go to your Manage Returns page, where you can review, authorize, or decline requests. You can also access Manage Returns page by clicking the Orders drop-down menu.

See Process return requests, for more information.

International returns

If you are located outside the country you are selling in, you must do one of the following:

  • Provide buyers with a return address that is in the country you are registered to sell in.

    For example, if your listing is on Amazon.com.br, the return address must be within Brazil.

  • Pay the return shipping costs to have the item returned to an international location.

    If you choose to pay for return shipping costs for an international return, you must provide all buyers with a telephone number in addition to your return address. Some carriers require both pieces of information to process international shipments.

Refund options

If you authorize the return request and want to refund the order, you can choose from several options. We encourage you to wait until you receive the returned item before issuing a refund so you can evaluate its return condition. To learn more, see Things to consider before issuing a refund.

You can issue a concession in addition to or instead of refunding order amounts. For more information, see Issuing concessions. If the buyer says the order never arrived, see What if a buyer says they did not receive their order?

Note: All FBA order refunds will be processed by Amazon Customer Service.

Return labels

When you approve a buyer's return request, Amazon sends the buyer a return label with an address. By default, the return label is not prepaid. However, you can upload a custom pre-paid return label if you choose to pay for return shipping. For more information, see Return labels.

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