COVID-19: Important information on your business operations

As a global company, we're closely monitoring the impact of COVID-19. To help you stay informed of changes that may impact your business on Amazon, we've consolidated important updates related to COVID-19 here. We will update this page as new information is released, so check back regularly.

How should I handle bad customer reviews that were caused by COVID-19?

We will consider this event when we evaluate your account's recent performance. If your performance metrics have been impacted by this event, include a brief description of how your business was impacted when you respond to relevant performance notifications in Seller Central.

Is it safe to receive a customer return from countries affected by COVID-19?

Yes. According to the World Health Organization, the likelihood of an infected person contaminating commercial goods is low, and the risk of catching the COVID-19 virus from a package that has been moved, travelled, and exposed to different conditions and temperature is also low. You can see more information here: https://www.who.int/news-room/q-a-detail/q-a-coronaviruses

How should I handle customer returns during the COVID-19 pandemic? Should I extend the customer returns timeline?

To give customers more time to return items in these challenging times, Amazon has temporarily extended the window of its returns policy. We recommend that you match Amazon's return policies for orders sent by you. However, for orders delivered between March 17 and June 8, we request you to extend the expiration date of your return labels, allowing customers to return their requested orders until June 15.

What should I do in case my carrier doesn't pickup goods anymore and we have pending orders to ship?

If your carrier doesn't pickup orders anymore, you should:

• Cancel all pending orders and message the customers warning them.
• Place your Amazon selling account on vacation status in your settings.

How will Amazon handle the increase in delivery time from Correios?

In line with the increased delivery time from Correios, we've added 3 days to all promises for all orders created after March 23.

What should I do if I am unable to maintain my stock due to COVID-19?

In case you are unable to maintain your stock due to COVID-19, you should:

• Cancel all pending orders and message the customers warning them.
• Place your Amazon selling account on vacation status in your settings.

What can I do if I need my payment sooner?

If you have a Professional selling plan, you have the option to request the disbursement every 24 hours, instead of the automatic payment every 14 days, by selecting the Request Transfer button on the Payments page.