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Cases - Amazon Marketplace Returns

*The following are instructions for issuing refunds when the customer is CUST815600 Marketplace : Amazon.com

Return Cases: Need to Return an Item

Step 1: Check for Auto-Refund

  • The case will be sent to Accounting when one of two things occurs:

    • The division creates an Item Receipt

    • Customer Experience sends the case because the customer has followed up

  • Before issuing the refund in NetSuite, check to see if Amazon already refunded the customer

    • Most returns are auto-refunded. There are very few occasions where we are the ones to issue the refund.

  • Go to the Amazon Marketplace Portal

    • Login info can be found in the "Finance Team Master Logins" excel on the K: Drive

  • From the menu icon in the top left corner, go to Reports > Payments

  • Go to Transaction View

  • Search the Amazon Marketplace order number in "Find a Transaction"

    • This is the Online Order ID from the Case

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  • Most orders will have three transaction events: payment, refund for product, and bill for shipping label

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  • This means Amazon already auto-refunded the customer for the return.

  • No further action required.

    • Do not issue any refunds in Amazon Marketplace or in NetSuite.

    • The RA can be closed if an item receipt has already been created

  • Go to Step 3 to update the case.

  • If there is only the payment event (no existing refunds) go to Step 2.

Step 2: Refund in NetSuite and in Amazon

  • Refund in NetSuite: see Case - Need to Return - Internal Returns for how to do this

  • Refund in Amazon:

    • Log in to Amazon Marketplace with the info on the Finance Logins Sheet

    • Go to Manage Orders -> search for the order number -> click on "refund order" and refund the amount that matches the refund amount in NetSuite

Step 3: Update the Case

  • If auto-refunded:

    • Quick Note: [Date] - Amazon Auto-Refunded - [Initials]

    • Status: Closed

  • If you issued a refund in NetSuite and in Amazon:

    • Quick Note: [Date] - Refunded on 11-XXXX and in Amazon - [Initials]

    • Status: Closed

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