The Fulfillment by Amazon (FBA) Customer Returns Report provides a comprehensive list of returned FBA purchases. Assessing returned items based on their condition is critical to this process.
The FBA customer returns policy provides detailed insights into FBA returns processing and policies. The FBA returns do not include self-fulfilled returns, just as the Returns Report does not include FBA returns.
Timing
A return will not appear on the report until it has been received and processed by Amazon. Per Amazon, this report reflects "FBA customer returns that have been received at a fulfillment center." As a result, the report does not reflect the requested return date but the date of receipt and processing by Amazon.
Since Amazon offers a 30-day return window, returns can take over 30+ days to appear on a report from the initial request date.
Note: While we request the current FBA returns report, it is possible that Amazon may retroactively post updates to older reports with return information. For example, rather than post a return to a current report for today (2/13/24), they back update a return on a prior 1/15/24 report. A lookback schedule is used to catch these use cases.
Lookback Schedules
Please note that we use a LOOKBACK schedule for FBA Returns and will check for updates to prior reports 7 and 35 days from the current date. For example, on July 30th, we request a prior FBA return report for July 23rd and June 25th. As a result, any back updates Amazon may have made to prior reporting data would be updated. While we request older data, it may be possible that there is no new data to load for a given date.
Refunds for Non-Returned Items
At Amazon's discretion, a refund may be provided without mandating a customer to return the item. Such refunds don't appear in the FBA Customer Returns Report. The refund amount you're responsible for can be viewed in the Payments Dashboard.
Reimbursements for Customer Refunds
The Reimbursements Report allows you to track reimbursements for eligible customer refunds, regardless of whether an item was returned.
Unsellable Inventory
Consider submitting a removal order or enabling the automatic removal of unsellable inventory for items classified as 'Defective,' 'Customer Damaged,' or 'Damaged.' More information on these processes can be found in the 'Remove Inventory (overview)' and 'Remove Inventory Automatically' sections.
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 (Refer to the 'Condition codes' section for explanation) |
Reason | reason | Short description of reason for return as indicated by the customer (Refer to the 'Customer reason' section for explanation) |
Status | status | A short description of the status of the customer return (Refer to the 'Return status' section for explanation) |
LPN | lpn | Unique serial number that identifies specific items throughout the fulfillment process |
Customer Comments | 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 | Amazon takes responsibility for the damage. Ownership is transferred to Amazon. Amazon compensates you based on the FBA inventory reimbursement policy |
CUSTOMER DAMAGED | The unit was returned to stock in unsellable condition. This doesn’t necessarily 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 |
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 |
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 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 |
(Note: The detailed descriptions of each reason are provided in the 'Customer Reason' section)
Customer Reason
Reason | Description |
OTHER | Return option 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 (please 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 |