The COVID-19 pandemic has altered daily life as we know it, and Amazon has been continually updating their policies in response to this uncertain time. Here are some more updates directly from the Amazon Seller Central news section this week.
Temporary changes to refund and reimbursement policies for seller-fulfilled orders
“For all seller-fulfilled orders (Prime and non-Prime):
- From May 1, 2020, to May 31, 2020 (the “extension period”), we are temporarily increasing the time you have to process returned items and refund customers to 14 calendar days for returns delivered to you during this period. The required return processing time will revert to two calendar days after May 31, 2020.
For Amazon prepaid return label returns (Prime and non-Prime):
- During the extension period, the seller reimbursement filing window will be temporarily increased to 90 calendar days. You can submit SAFE-T claims for refunds issued in the prior 90 days during this period. The filing window for SAFE-T claims will revert to 60 days after May 31, 2020.
- You may also file a SAFE-T claim for refunds that you issued during the extension period. These claims will be processed in the same manner as standard SAFE-T claims in which Amazon Customer Service issues a refund to a customer.
- During the SAFE-T claim investigation process, Amazon investigators typically allow you up to a week to provide any required additional information before closing a claim. During this extension period, we will keep your claims open to give you additional time to submit any additional information. Your claim status will remain in the “Awaiting Seller Response” status until we receive your response to the questions. After May 31, 2020, the time to provide additional information for claims will revert to one week, after which the claim will be closed.
- In line with the extension of the customer return window, during the extension period, you will need to wait 30 days to file a “Lost in transit” claim for any refund issued by Amazon during the extension period.
These changes are temporary and subject to the timelines mentioned above. Our standard SAFE-T claim process will resume policy starting on May 31, 2020.”
COVID-19: Waiver of May 15 US long-term storage fee
“To ensure we have the capacity to receive, restock, and ship your products to customers, we continue to have delays in removal operations. As a result, we are waiving the May 15 long-term storage fees. You can continue to create removal orders, but there will be delays in completing the requests. Similarly, auto-removals will be delayed.”
How to Find the Latest Amazon Seller Central News
If you have an Amazon Seller Central account, you can view the latest updates on Amazon’s policies by navigating to the top lefthand corner of the homepage and clicking “Read more” on any of the headlines.
And, if you’re looking for guidance in these uncertain times, feel free to reach out to us. We’re more than happy to help your brand navigate this unforeseen storm.