FBA Customer Returns report (overview)
You can view a list of returned FBA purchases in the FBA Returns reports. 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, go to FBA customer returns policy.
Note: FBA returns are not displayed on the Manage Returns page. The Manage Returns page is for self-fulfilled returns only.
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 view the refund amount that you’re responsible for in the Payments Dashboard.
Reimbursements for customer refunds
You can track reimbursements for eligible customer refunds, whether or not an item was returned, in the Reimbursements report.
Unsellable inventory
If the disposition is defective, customer damaged, or damaged, then submit a removal order for those items or enable the option to remove unsellable inventory automatically. For more information, go to Remove inventory (overview) or Remove inventory automatically.
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 |
| Product name | product-name | Name of the product as it appears on Amazon |
| Quantity | quantity | Number of units of this item returned |
| FC | fulfillment-center-id | Fulfillment center where the returned merchandise was processed |
| Disposition | detailed-disposition | Condition of the returned item (view the Condition codes section below for explanation) |
| Reason | reason | Short description of reason for return as indicated by the customer (view the Customer reason section below for explanation) |
| Status | status | A short description of the status of the customer return (view the Return status section below for explanation) |
| LPN | lpn | Unique serial number that identifies specific items throughout the fulfillment process |
| customer-comments | Comments submitted by customers about the reason for the return, when available |
Condition codes
| Disposition | Description |
|---|---|
| SELLABLE | The unit was returned to stock and is available for purchase. |
| DAMAGED | We take responsibility for the damage. Ownership is transferred to us. Amazon compensates you based on the FBA inventory reimbursement policy. |
| CUSTOMER DAMAGED | The unit was returned to stock in unsellable condition. This doesn’t 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. You can request to have the unit returned to you. For more information, go to Remove inventory (overview). |
| DEFECTIVE | The unit was returned to stock in unsellable condition. The unit is either obviously damaged or the customer stated that it’s faulty. The customer is refunded, but the unit stays in your inventory as unsellable. You can request to have the unit returned to you. For more information, go to Remove inventory (overview). |
| CARRIER DAMAGED | Amazon takes responsibility for the damage. Ownership is transferred to Amazon. Amazon compensates you based on the FBA inventory reimbursement policy. |
| EXPIRED | Units that are within approximately 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 can request to have expired units returned to you if they have not been disposed of. For more information, go to Remove inventory (overview). |
Customer reason
| Reason | Description |
|---|---|
| OTHER | Return option is 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 anymore |
| QUALITY_UNACCEPTABLE | Product performance or quality is not up to my expectations |
| NOT_COMPATIBLE | Product is not compatible with my existing system |
| DAMAGED_BY_FC | Product became damaged or 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 or 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: For example, 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, or color |
| NOT_AS_DESCRIBED | Not as described on website |
| JEWELRY_TOO_SMALL | Jewelry: Too small or short |
| JEWELRY_TOO_LARGE | Jewelry: Too large or long |
| JEWELRY_BATTERY | Jewelry: Battery is dead |
| JEWELRY_NO_DOCS | Jewelry: Missing manual or warranty |
| JEWELRY_BAD_CLASP | Jewelry: Broken or malfunctioning clasp |
| JEWELRY_LOOSE_STONE | Jewelry: Missing or loose stone |
| JEWELRY_NO_CERT | Jewelry: Missing promised certification |
Return status
| Status | Description |
|---|---|
| Unit returned to inventory | Unit has been returned to your sellable or unsellable inventory |
| Reimbursed | A reimbursement has been approved for the unit. The unit has not been returned to your inventory (allow 5 days for reimbursements to post). |
| Pending repackaging | Unit is in the process of being repackaged. |
| Repackaged successfully | Unit has been repackaged successfully and returned to your sellable inventory. |
| To be auto- removed | Unit has been returned to your unsellable inventory and will be removed in accordance with your automated removal settings. |
| Immediate disposal | Unit was of dispose in accordance with your automated unfulfillable settings. |
| Immediate donation | Unit was donated in accordance with your automated unfulfillable settings and donations preferences. |
| Immediate liquidation | Unit was liquidated in accordance with your automated unfulfillable settings. |
| Policy-related disposal | Unit was disposed in accordance with product health and safety or regulatory policies. |
Report scheduling
The Schedule tab allows you to automatically generate a report at the frequency that you choose. The frequency that you select will also determine the date range of the report. For example, if you select Every 7 days, then the report will include the previous seven days of data.
To create a new scheduled report, follow these steps:
- On the FBA Customer returns report, select the Schedule tab.
-
From the drop-down menus, select the frequency, start date (must be in the future), and report format.
-
Click Create scheduled report.
Your schedule will be displayed under the My schedule section. If you want to modify the schedule, then delete your existing scheduled report and create a new schedule. You can only create one schedule per report.
Based on your chosen frequency, the report will be generated at midnight in your store's time zone. Each time that a scheduled report is generated, it will be displayed in the Scheduled reports section. The section will contain a maximum of 30 reports in chronological order.
To download a report immediately, click the Download tab. The Scheduled reports section won’t include any reports that were manually requested in the Download tab.
https://sellercentral.amazon.com/help/hub/reference/G200453320
