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Before you issue a refund, consider the following:
For more information, see Managing Returns.
In case you accidentally refund the wrong amount or wrong order, see Refund Mistakes below.
Issuing a refund
To issue a refund, follow these steps:
To refund the full amount:
Submitting the refund will automatically close any associated buyer return requests. You can contact the buyer from the closed orders section of Manage Returns.
To refund a partial amount:
When you manually generate a refund, it will sit in Pending status for up to two hours. This provides an additional buffer in case you accidentally refund the wrong amount or wrong order. This feature is available for manually generated refunds only. Refunds issued through feeds will continue to be processed immediately.
If everything is correct, no further action is needed on your part. If you made a mistake, see "Refund mistakes" below.
Submitting the refund will automatically close any associated buyer return requests. You can contact the buyer from the closed orders section of Manage Returns. Note that the buyer has the option to open a new return request for the remaining amount.
To refund associated tax amounts, see Issue Multiple Refunds.
While in Pending status, you can cancel the refund by clicking "Cancel all pending refunds for this order." If you cannot see this link, then the refund has been released to the buyer and cannot be cancelled.
If this is the case, you can contact the buyer to see if they will allow their credit card to be recharged by Amazon. If the buyer agrees, ask them to contact Amazon Customer Service to request a recharge.
We can recharge the buyer's credit card for the order only if we receive the request directly from the buyer.
Once the customer's card has been recharged, the recharged amount will appear as a credit in your Payments account.
If you cancel a refund, we don't notify the buyer. We only notify buyers about refunds that are actually released.
Gift cards and gift certificates
If an Amazon.ca gift card or gift certificate was used to pay for all or part of an order, process the refund as you normally would. The gift card or gift certificate portion of the refund will be credited back to the buyer's Amazon.ca account and can then be used on a future purchase.
Please use the e-mail address associated with your Amazon.ca Seller account.