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EcommerceBytes-NewsFlash, Number 2906 - October 04, 2012 - ISSN 1539-5065    2 of 3

Amazon Gives Sellers 2-Hour Grace Period for Refunds

By Ina Steiner
EcommerceBytes.com
October 04, 2012




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Amazon.com is now giving sellers "room for error" when it comes to issuing refunds to customers. The marketplace said when sellers refund the wrong order or issue a full refund when they intended just a partial refund, it knows correcting such mistakes can be tricky.

Amazon is instituting a standard holding period for all refunds to make it easier for sellers. "Now, when you generate a refund, it will sit in Pending status for up to 2 hours," Amazon announced. "This additional buffer gives you time to correct refund mistakes."

"Additionally," Amazon said, "we notify the buyer only when the refund is actually released, so if make a mistake and correct while it's in Pending status, the buyer will never know."

While this is seemingly a positive for Amazon's third-party sellers, the new policy also benefits Amazon.com. The company is notorious for trying to minimize contact with customers, and with the new 2-hour window, fewer sellers will have to contact Seller Support about refund mistakes.

Amazon said after the 2-hour window, it releases the refund, and sellers will no longer be able to cancel the refund.

About the author:

Ina Steiner is co-founder and Editor of EcommerceBytes and has been reporting on ecommerce since 1999. She's a widely cited authority on marketplace selling and is author of "Turn eBay Data Into Dollars" (McGraw-Hill 2006). Her blog was featured in the book, "Blogging Heroes" (Wiley 2008). Follow her on Twitter at @ecommercebytes and send news tips to ina@ecommercebytes.com.

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