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This article applies to selling in: Brazil

Reimbursement policy for undelivered and customer rejected shipments

Amazon will reimburse 100% of the fulfillment fees, inclusive of taxes, for all Delivery By Amazon undelivered and customer rejected units shipped in a month.

Important:

  • Reimbursement for all undelivered shipments and eligible customer rejected shipments in a month will be processed within 45 days from last day of the corresponding month.
  • Sellers will receive fee reimbursements for this policy every month.
  • Sellers can find such reimbursements (if any payable) under Payments > Reports > Transaction view section in their Seller Central account, as a single entry, with the description Non-subscription fee adjustment. The amount towards such reimbursement will be added to the disbursable balance of the Seller Central account for the current payment settlement cycle.

Refer below schedule of reimbursement processing for undelivered and customer rejected shipments:

Order ship date Reimbursement Processing Timelines Undelivered and Rejected Order Reimbursements Reports Example
First to last day of the month Within 45 days from last day of the corresponding month A report will be sent to the registered email address with the information Order shipped by seller/fulfilment center between April 1-30 will be reimbursed by June 15 and reimbursement report will be available by June 20

Undelivered and customer rejected order reimbursements reports

The Undelivered and rejected order reimbursements report provides itemized details for all Delivery By Amazon orders which have been returned to the seller as undelivered/customer rejected, and the corresponding reimbursements issued against such orders in accordance with the reimbursement policy for undelivered and customer rejected shipments. The report will be sent separately to the registered email address of Delivery By Amazon in Seller Central.

Frequently asked questions

What is covered under this policy?

  • Units shipped using Delivery By Amazon.
  • Units which are marked as undeliverable or customer rejected upon delivery attempt, returning to seller afterwards.

When will I receive the reimbursement?

Sellers will receive the reimbursement for the orders shipped in a month within 45 days from end of the shipped month. For example, the reimbursement for the orders shipped in the month of April will be processed by June 15 (45 days after the end of April).

Which fees components are eligible for reimbursement?

Sellers will be reimbursed for the Delivery By Amazon fulfillment fee for Delivery By Amazon orders.

Will I receive intimation for the reimbursement for undelivered and/or rejected shipments?

The intimation for reimbursement is sent on the registered email ID. In case there is a change in the email ID, update the email ID details on Seller Central and the email intimation will be sent to the new email address from next reimbursement cycle. Sellers can update the email address by going to: Seller Central > Settings > Account Info.

What is the difference between undeliverable and customer reject?

Undeliverable is due to Amazon unable to reach customers like delivery attempted, recipient not in, address issue, damaged shipment, delivery attempted on a holiday or after business closing hours. Amazon will reimburse fulfilment fee for all undeliverable units.

Customer reject is case where Amazon is able to reach the customer but the customer creates refuses to accept the shipment upon delivery.

How will I find out if an order is an undelivered or reject?

The Undelivered and Rejected Order Reimbursements Report shared monthly by email provides itemized details for all Delivery By Amazon orders which have been returned to the seller as undelivered and customer reject.

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