Online shopping giant Amazon has one of the most customer-friendly return policies of any major retailer. Most items can be returned within 30 days for a full refund in a fairly seamless process – at least when everything goes smoothly. But what do you do when Amazon returns are not working?
If you‘ve made a purchase on Amazon recently and are having issues completing the return, don‘t panic. There are a number of potential reasons why your Amazon return may not be going through, and most have relatively simple solutions. In this post, we‘ll walk through some of the common causes of Amazon return problems and provide actionable troubleshooting tips to help you successfully send back your item and get your money back.
Why Amazon Returns May Not Be Working
Let‘s start by looking at some of the main reasons you might be encountering errors or having your Amazon return rejected:
1. Technical issues with Amazon‘s website or app
One possibility is that there is a glitch or bug in Amazon‘s online returns center that is preventing you from being able to initiate or complete the return process. While Amazon has a very stable and reliable website and mobile app, occasional downtime and technical problems do happen.
If you suspect this may be the case, the first thing to check is whether the main Amazon.com site is accessible and seems to be functioning normally. If you‘re getting errors or the site won‘t load, chances are the issue is on Amazon‘s end. You can also check third-party "down detector" type sites that track major outages.
Assuming Amazon is up and running, the next step would be to log out of your account and then log back in again. This can sometimes clear certain errors. If you‘re on the Amazon app, close it completely and relaunch. You may also want to try accessing your account from a different device or web browser. If the returns process works there, it points to an issue with your original setup.
2. Your item is not eligible for return
Before attempting a return, make sure to review Amazon‘s return policy for the item you purchased. While the majority of products sold on Amazon can be returned, there are some exceptions, such as:
- Grocery items
- Prepaid game cards
- Gift cards
- Downloadable software products
- Certain health and personal care items
- Live plants or insects
- Items that have had the UPC/serial number removed
- Customized or personalized products
- Hazardous materials
- Some jewelry
In addition, many computers, laptops, and Kindles can only be returned within 30 days of delivery if they are defective. Cell phones generally have a 14-day return window. So if you miss this timeframe, even by a day, your return will likely be automatically rejected when you attempt to initiate it.
3. You bought from a third-party seller with a different return policy
Did you purchase the "Buy It Now" option sold by Amazon.com? Or did you buy from one of the many third-party merchants that also sell products on Amazon‘s marketplace?
If it‘s the latter, this could be the source of your Amazon return woes. Items purchased from third-party sellers are not eligible for Amazon‘s standard returns. Instead, each of these retailers sets their own return policy and process. Some may not accept returns at all.
So before trying to return a marketplace item through Amazon, carefully check your order details to confirm the seller. If it‘s not Amazon.com, you‘ll need to visit the third-party merchant‘s storefront or website for instructions on how to return a product to them directly. You can also contact the seller through Amazon for more assistance.
4. Your return has missing parts or packaging
Depending on the specific item, Amazon may require returns to be sent back with all original packaging, accessories, manuals, tags, and bonus items. If you try to return something incomplete, it will likely be rejected.
Refer to the product‘s Amazon return policy to see what exactly needs to be included. If the item came in branded packaging, such as Apple products, you‘ll want to return it in that packaging to avoid issues. For other products, you may be able to use a different box or mailer as long as the item itself is undamaged and you include all the required components.
5. You don‘t have a return shipping label
The standard way to return an Amazon purchase is to visit the Online Returns Center and print out a return shipping label to attach to your box. You‘ll then drop it off at UPS, Kohl‘s, or another authorized return location, depending on the item.
If you never received a shipping label or can‘t print it for some reason, this could cause your return to get delayed or lost in transit. You‘ll want to sign into your Amazon account and try reprinting the label. If you still can‘t access it, contact Amazon directly for further assistance.
6. You missed the return window
As mentioned above, most Amazon-sold items have a 30-day return policy. Some categories have even shorter windows. So if you sit on it too long before initiating a return, you may have missed your opportunity.
The best thing to do is start your return as soon as you realize you don‘t want the item. The Online Returns Center allows you to select a reason like "no longer needed" and print a label immediately after delivery. You then have a month to actually pack up and send back the product.
If you‘re just slightly past the 30 days, it‘s worth contacting Amazon anyway to see if they‘ll make an exception. In some cases, especially if the item is defective, they may still allow the return. But if a significant amount of time has passed, you likely won‘t be able to return it for a refund.
7. Your reason for return is not sufficient
Finally, keep in mind that all returns are subject to Amazon‘s approval. If your reason for sending something back is not covered by the policies, the return will be rejected.
Generally speaking, most items can be returned for any reason, including simply not wanting it anymore. However, this doesn‘t mean you can use products and then send them back when you‘re done. Returns that seem suspicious or like they might be taking advantage of the system may not be authorized.
Reasons like the item was damaged, defective, missing parts, or not as described will almost always be accepted. "Bought by mistake" or "no longer needed" are also usually fine. But "changed my mind" too many times can raise red flags.
Other Common Amazon Return Questions
To round things out, here are a few other frequently asked questions about Amazon‘s return process and policies:
Can I return something to Amazon after 30 days?
In most cases, no. Items sold and fulfilled by Amazon have a 30-day return window. There are a few rare exceptions made for extenuating circumstances or defective products. Some categories, like computers and Kindles, must be returned in 30 days but only if there‘s a product defect.
Why is Amazon refusing my return?
The most common reasons why Amazon rejects returns are:
- Item is past the 30-day return window
- Item is not eligible for refund based on category-specific policies
- Reason for return is not consistent with Amazon policy (e.g. no longer wanted after extensive use)
- Returned item is missing major parts, damaged, or not in original condition
- Consumable item (like groceries) that can‘t be resold has been opened or used
Does Amazon check returned items?
Yes, all items returned to Amazon go through an inspection process at the fulfillment center to make sure they match the original product and reason for return. Returns may be rejected if the item is not returned in the same condition as it was sent.
What items will Amazon not refund?
Some of the main items that Amazon won‘t allow you to return for a refund include:
- Grocery products
- Perishable goods
- Prepaid game cards and gift cards
- Downloadable software
- Customized or personalized items
- Open software
- Open health and personal care products
- Hazardous materials
- Some jewelry and collectible coins
- Anything missing the serial number or UPC
The Bottom Line on Fixing Amazon Return Issues
Amazon aims to make returns as painless and seamless as possible for customers. They‘ll even cover the cost of return shipping on many items. But that doesn‘t mean the process is flawless. Technical issues, ineligible products, or problems on the buyer‘s end can cause returns to not work as smoothly as we‘d like.
If you encounter an Amazon return not working, start by reviewing the suggestions above. Sign out and back into your account. Clear your cache and cookies. Double check the return policy for that specific item. Make sure you have all the original parts and packaging. And confirm you‘re still within the 30-day return window.
If after troubleshooting you still can‘t seem to complete the Amazon return, your next step should be to contact customer service directly. With a bit of persistence and luck, they should hopefully be able to override any system issues and provide a resolution.
Initiating returns as quickly as possible, holding onto things like receipts and tags, and following Amazon‘s policies carefully can help avoid most problems. That way, you can send back products that don‘t quite meet your needs and get your hard-earned money back. Happy (and hassle-free) returns!
