The Communications Center has two features to help handle messaging around returns: the Return Order Event is useful to keep buyers up to speed with the status of a return, and the Return Filter can help mitigate negative or neutral seller feedback.

How the Return Features Work

Both of these features—either to send or not to send an email—are triggered when a return is completed. This means that the returned product has been marked as received in Amazon’s system. The merchant can then either trigger a custom message to be sent to the buyer detailing that a return has been completed, or can choose to skip sending a feedback request message to a potentially unsatisfied customer.

How to Use the Return Order Event

Setting up the Return Order Event trigger is simple and should take about 10 minutes. Here’s how to get started:

  1. Click on Automated Messages under Communications in your left navigation.

  2. Select an existing message or create a new one.

  3. When you’re happy with the email copy, scroll down to the Send Settings section.

  4. Under the Message Trigger, click on the pencil icon to edit when the message will send. You can schedule the message is to be sent after the return event has occurred. Select the Returned event from the dropdown.

  5. Then click on Show Advanced Filters.

  6. Next, make sure "Skip if buyer has returned item" is set to “No”.

  7. When you’re satisfied, click Save & Complete.

How to Use the Return Filter

Alternatively, you can choose not to send associated messages to customers who have completed a return.

  1. Click on Automated Messages under Communications in your left navigation.

  2. Select an existing message or create a new one.

  3. When you’re happy with the email copy, scroll to the bottom of the page and click on Show Advanced Filters.

  4. Next, make sure "Skip if buyer has returned item" is set to “Yes.” This will prevent the sending of feedback or review requests to buyers who may have had a negative experience.

  5. When you’re satisfied, click Save & Complete.

The default behavior of this setting for all existing and new messages is to not send the message if a return has been completed. So, be sure to check your existing messages and adjust this setting for each email you want to continue to send—even if a return has been completed.

You’ll want to keep sending customer service messages with contact information and helpful tips.

For Reference

Don’t get confused with a refund and a return. You typically can’t get a refund unless the product is returned, and vice versa. If the product was lost or stolen before it reached the shopper, then a refund would happen.

All return emails will be sent once Amazon identifies the return of an order. The Communications Center double checks all return emails before being sent to make sure no returns have already been made for said product.

We want to give every merchant the ability to contact buyers who request returns. By using the Communications Center's Return Filter, you can mitigate negative or neutral feedback.

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