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Amazon Return Options (Keep It)

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Keep It ('Returnless Resolution')

For Seller-Fulfilled Items

https://sellercentral.amazon.com/help/hub/reference/202174940

There are two ways to configure returnless resolutions for your seller-fulfilled returns:

  • Offer returnless resolutions for returns that meet certain criteria.

  • Offer or remove returnless resolutions for specific SKUs.

Offer Returnless Resolutions for Returns That Meet Certain Criteria

To configure your seller-fulfilled returns in this way, follow these steps:

  1. Go to your Return settings and click the Resolutions tab.1abf657e-deff-4d74-8926-da0874c29247.png

     
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  2. Click Create a returnless resolution rule.
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  3. Create a rule name and set your rules.

  4. Enter the price range and click Save.
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The newly configured rule will apply to all orders from that time forward. You also have the option to select the product categories and reasons for return.

To edit or delete an existing rule, follow these steps:

  • To edit an existing rule, click the rule, select Edit, modify the settings, and click Save.
    7ef6287b-ad9b-43f7-8370-3ce7a4477694.png

     
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  • To delete a returnless resolution rule, click the rule, select Delete, and confirm that you want the rule deleted.
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Note: All orders that were placed while a rule was active will still have that rule applied.

Offer or Remove Returnless Resolutions for Specific SKUs

To offer or remove returnless resolutions for specific products in your inventory, follow these steps:

  1. Go to your Return settings and click Manage return templates.
    94107b04-a131-443b-8bda-0abdc8fa240e.png

     
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  2. Download the Returnless resolution template and follow the instructions in the file to either request or remove the returnless resolutions for specific SKUs.
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  3. Indicate the reason code for the returnless resolution exemption.

  4. After you’ve completed the steps on the Returnless resolution tab in the template, make sure that no Excel filters are applied and then save the template as an Excel workbook file in an accessible location on your computer. This will allow you to make changes after you’ve uploaded the template.

  5. Save the template as a tab-delimited (*.txt) file in order to upload the file. Make sure that the Returnless resolution tab is displayed before you save.

    Note: The request will not process properly if you save and upload any other tab.

  6. Go to your Return settings and click Manage return templates.
    94107b04-a131-443b-8bda-0abdc8fa240e (1).png

     
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  7. Upload the Returnless resolution tab-delimited (*.txt) file that you saved before.
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Request Status for Specific SKUs

To see the SKUs for which you’ve enabled returnless resolution, follow these steps:

  1. Go to your Return settings and click Manage return templates.
    94107b04-a131-443b-8bda-0abdc8fa240e (2).png

     
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  2. Go to Status report and select Returnless resolution from the drop-down menu.

  3. Click Request to get the report.
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  4. After the report has finished processing, click Download report.

 

For Amazon-Fulfilled Items (FBA)

https://sellercentral.amazon.com/help/hub/reference/G3RZC8DVQCDTCQ3B

Enable FBA Returnless Resolutions

To enable FBA Returnless Resolutions for all or some of your eligible inventory, follow these steps:

  1. From the settings drop-down menu, select Fulfillment by Amazon.
    d855c4ff-cb68-4cbf-a25f-fa2e495c8d33.png

     
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  2. On the Fulfillment by Amazon settings page scroll down to the FBA returns evaluations & ownership settings section. Then, click Edit next to Returnless Resolutions.
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  3. To enable returnless resolutions for all of your eligible inventory, select Enable returnless resolutions for all ASINs. This option enables returnless resolutions for all of your customer returns.
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  4. To enable returnless resolutions for some of your eligible inventory, select Enable returnless resolutions for selected ASINs

    • To select ASINs for which you want to enable returnless resolutions, upload a CSV file with one ASIN per line (row). You can select up to 10,000 ASINs in your CSV file.

    • ASINs that are not included in the CSV file will be subject to the existing process where customers must return items to Amazon fulfillment centers.

    • If you want to modify the list of ASINs enabled for returnless resolutions, you must upload a new CSV file with all of the ASINs that you want to enable, not just the new ASINs for enrollment.
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  5. Click Update.
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Changes take effect immediately. Amazon is not responsible for any errors in CSV files that were uploaded by you. Only those customer returns created after you enable the setting are eligible for returnless resolutions. Allow up to 24 hours from the date that you enabled FBA Returnless Resolutions before contacting Selling Partner Support.

Disable FBA Returnless Resolutions

To disable FBA Returnless Resolutions for all or some of your inventory, follow these steps:

  1. From the settings drop-down menu, select Fulfillment by Amazon.

  2. On the Fulfillment by Amazon settings page, scroll down to the FBA returns evaluations & ownership settings section. Then, click Edit next to Returnless Resolutions.

  3. To disable returnless resolutions for all of your inventory, select Disable returnless resolutions for all ASINs. This is the default state, in which customers are required to return all items to Amazon fulfillment centers.

  4. To disable FBA Returnless Resolutions for some of your inventory, select Disable returnless resolutions for selected ASINs.

    • To select ASINs for which you want to use the customer returns process at Amazon fulfillment centers, upload a CSV file with one ASIN per line (row). You can select up to 10,000 ASINs in your CSV file.

    • ASINs that are not included in the CSV file will be subject to FBA Returnless Resolutions.

    • If you want to modify your list of ASINs, you must upload a new CSV file with all of the ASINs that you want to disable.

  5. Click Update.

Changes take effect immediately. Amazon is not responsible for any errors in CSV files that were uploaded by you. Allow up to 24 hours from the date that you enabled FBA Returnless Resolutions before contacting Selling Partner Support.

Track Returnless Resolutions

To view the status of specific customer returns that are enabled for FBA Returnless Resolutions, go to FBA Returns Report

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  • You will see a status of “Complete – Return not expected” if a returnless resolution was offered to the customer.

  • After the return window passes and the customer accepts the returnless resolution, the status will change to “Complete – Customer granted returnless resolution.”

 

DOC3883.2

 

 
 
 

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