Sometimes when a buyer asks to return an item, the return does not fit within the Amazon return policies.
Here are some reasons that can put a return outside of the return policies:
- The buyer submitted the return request after the return time-frame passed. For most items, a return request must be submitted within 30 days after the order is delivered. See the category-specific return policies.
- The item is not eligible for return.
- Issues with the item are related to a manufacturer's warranty.
It is up to you to decide how to proceed when you receive an out-of-policy return request. You can either approve the return request or decline (close) it. You have the option to issue a refund even if you decline the return request.
If you do decline the return request, and also decide not to issue a full refund, it's in your best interest to tell the buyer the reason in as much detail as possible. However, even when you do all you can, the buyer might still decide to file an A-to-z Guarantee claim. If so, Amazon will review the buyer's claim and ask you to provide any additional information you may have.
For more information about A-to-z Guarantee claim processing, search on "guarantee" in seller Help.