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How Amazon handles a refunded order
When Amazon refunds or replaces an item on your FBA order, one of three things happens:
- The item comes back sellable within 60 days of the refund: it goes back into your inventory, and you're not reimbursed (you have the item).
- The item comes back unsellable: Amazon decides who's responsible. If Amazon is, it reimburses you and doesn't add the item back. Items damaged by the customer or defective aren't reimbursed.
- The item doesn't come back within 60 days: in most cases Amazon charges the customer and reimburses you.
When to file a claim
If Amazon didn't reimburse you when it should have, you can file a customer return claim no sooner than 60 days and no later than 120 days after the refund or replacement. That leaves a 60-day window — easy to miss if you're not tracking refunds.
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How much Amazon pays
Customer return claims happen after an order, so the reimbursement is the refund amount, or the price of the replacement item, on the original order minus applicable fees — not your sourcing cost. If you disagree with the amount, you can dispute it through Contact Us within 60 days after the reimbursement.
How to check you were paid
- List refunds older than 60 days from your orders or financial transactions.
- Match each to a return in the FBA Customer Returns report (the return date, disposition and LPN).
- Match the rest to a reimbursement in your Reimbursements report.
- Claim the gaps — refunds with no return and no reimbursement — before day 120.
Frequently asked questions
What if a customer is refunded but doesn't return the item?
If the item isn't returned to a fulfillment center within 60 days of the refund, Amazon in most cases charges the customer and reimburses you. If that doesn't happen, you can file a customer return claim.
When can I file a customer return claim?
No sooner than 60 days and no later than 120 days after the customer refund or replacement.
How much does Amazon reimburse for a customer return claim?
The refund amount, or the price of the replacement item, on the original order minus applicable fees.
What if the returned item is damaged?
If the returned item is sellable, it goes back into your inventory and isn't reimbursed. If it's unsellable, Amazon decides who is responsible; if Amazon is responsible, it reimburses you. Customer damage and defective items aren't reimbursed.
Official Amazon sources
US marketplace guidance. Seller Central sign-in may be required. Check the linked policy for current eligibility and requirements.