Managing Returns in Seller CentralUpdated a year ago

Step 1: Log into Amazon Seller Central

1. Navigate to the Amazon Seller Central login page.
2. Use the credentials provided for the USA locale. Contact the leadership team for assistance if needed.
3. Complete the Two-Step Verification process by entering the OTP.
4. Once logged in, select the appropriate locale if prompted.

Step 2: Access the "Manage Returns" Queue

• From the US home screen, click the "Menu" icon in the top left corner.
• Choose "Orders" and then "Manage Returns."
• Access the "Manage Returns" queue and select "Pending actions."
• Apply filters to sort requests from oldest to newest by selecting "Oldest first" from the "Sort by" dropdown.

Step 3: Open the Amazon Returns Tracker

1. Navigate to the Amazon Returns tracker.
2. Go to the "Active Returns" tab and locate the last record entry.
3. Copy the Order number and return to the "Manage Returns" queue.
   • Ensure you're in the "Pending Actions" section, sorting by "Newest First" and within the last 30 days.
4. Use Ctrl + F to search for the Order number and verify its position.
5. If it's the last record, the tracker is up to date. Add any new Return Requests found and proceed to Step 4.
   • If no new records are added, review pending records in the Amazon Returns tracker.

Step 4: Review Return Requests

1. Review details such as Order ID, Buyer, Device (QTY & SKU), Return Reason, and other relevant information.
2. Click "More information" to view Shipping details including Shipping address, Return Address (TelAdvance WH), Shipping Carrier, Tracking ID, and Status.
3. Verify delivery by checking the tracking number on the UPS website.
4. Confirm if the package was delivered correctly.

Step 5: Identify Return Request Type

• If the package hasn't been delivered, add the entry to the Active Returns tab.
• Proceed to the next Return Request or review pending records in the Amazon Returns tracker.
• If the package was successfully delivered, proceed to Step 6 to issue a refund.

Step 6: Issue Refund

1. From the Return request, click "Issue Refund" on the right-hand side.
2. Complete the Refund Order page, ensuring the "Reason for Refund" reads "Customer Return."
3. Do not modify additional refunds or charges.
4. Click "Submit Refund" in the bottom right corner.
5. You'll return to the Manage Returns queue with a confirmation message "Refund Successful. You have refunded the buyer XXX."
6. Add this entry to the Delivered & Refunded tab in the Amazon Returns tracker.