Returns Updates
All Amazon returns policy changes and updates for US and Canada sellers. 4 updates tracked.
Amazon Upgrades 'Customer Service by Amazon' — Fewer Return-less Refunds, Auto-Covered SAFE-T Claims, and Easier Free Access (May 22, 2026)
On May 22, 2026, Amazon announced a set of upgrades to Customer Service by Amazon, the program that handles post-order customer inquiries for seller-fulfilled orders, with the stated goal of helping sellers save time and reduce refunds. Amazon refined when return-less refunds are issued — they now occur only for undelivered items, damaged or defective non-returnable products, and items that are unsafe to return — which Amazon says reduces the need for sellers to file SAFE-T claims. For sellers who buy 'claims protected' labels through Amazon Buy Shipping or Veeqo, Amazon now covers delivery-related SAFE-T claims automatically, and goodwill refund claims are reimbursed back to seller accounts without manual filing. Amazon also loosened how the program stays free: it removed the previous 95% valid-tracking-rate requirement, keeps the service free for the first 90 days of enrollment and for sellers maintaining a contacts-per-unit rate below 3%, and added free access for low-volume sellers with fewer than 30 orders per quarter. Customer service alerts now route through Buyer-Seller Messages instead of email, and Amazon added AI-generated contact-reason labels plus daily contacts-per-unit monitoring.
Read summary →Amazon Adds 1,500 FedEx Office Label-Free Return Drop-Off Locations
Amazon partnered with FedEx to expand its free returns network by adding 1,500 FedEx Office locations as label-free, box-free drop-off points. Customers generate a QR code in their Amazon account and drop the item at any participating FedEx Office — no printer or packaging required. With this expansion, 80% of U.S. customers now live within 5 miles of an Amazon return location, making returns significantly more convenient and likely driving higher return rates across all product categories.
Read summary →Prepaid Return Labels Now Mandatory for All US Sellers
All US marketplace sellers must now use Amazon's Prepaid Return Label (APRL) program. The previous exemption for high-value items has been eliminated. Refund cycle times shortened from 14 days to 7 days, and buyer-seller messaging during returns is removed.
Read summary →SAFE-T Claim Filing Window Shortened from 60 to 30 Days
Amazon shortened the SAFE-T claim filing window from 60 days to 30 days. Sellers must file reimbursement claims for seller-fulfilled order disputes more quickly, making prompt return processing even more critical.
Read summary →