Amazon FBM Returns and Refunds

Email will come in from Amazon advising of return initiated

• Copy the Order ID number from the email
  • Save email
  • Go to Netsuite and paste the order ID number in the search bar
  • Scroll down and click on related records
  • Click on Support cases
  • Click on New Case

Fill out required information (see case SOP if need be) and attach the saved email to the case

• After case has been created scroll to the top of the order and click on authorize return
  • Fill out the required information
  • In memo request to be alerted once product is returned
  • Save

Once item is returned email will come in from receiving/support advising of the return

1. Copy the Order ID number and paste it into Netsuite
   • Click on the RMA
   • Scroll down and click on related records
   • Click the date “item receipt”
2. Click communication
   • Click files
3. View images to see what condition the product was returned in

Was item returned in a good condition?

               Yes!

• Copy the order ID number
• Go to Amazon
• Go to menu
• Click on Manage returns
• Paste order ID number
• Click Search
• Issue refund

If returned in bad condition!

• Copy the order ID number
• Save the images in the RMA
• Go to Amazon
• Click on manage returns
• Paste the order ID number
• Click search
• Click Issue refund
• Click charge restock fee
• Select what is damaged on the product
• Choose what percent will be deducted from the refund
• Upload images showing reason for deduction
• Save
• Submit refund