Sometimes, an eBay buyer will want to return an item you shipped from FBA, or they will cancel an order.
If you're not able to log in to Amazon to cancel fulfillment in time, you should communicate with your buyer and treat the order as a return.
You'll want to go to your Amazon Seller account, create a RMA (return) for the item, and Amazon will give you a PDF to print. Then, email that PDF to the buyer, and tell them to stick it on the item and ship the item out to Amazon.
When Amazon confirms that they have received the item back, you will need to process the replacement order or refund manually. If you are processing a refund, login to PayPal and refund the buyer's transaction. Also be sure to cancel the order from "My eBay" to ensure that you are credited back the Final Value Fee from the sale.
Manual return authorization
To manually review return requests that are out of Amazon’s return policy or are category-exempt:
- In Seller Central, select Orders > Manage Returns or go to Manage Returns.
Go to the Pending Actions tab; and search by "Pending Authorization" or, to authorize a single return request, select the request you want to review.
You will be prompted to either use the Return Merchandise Authorization (RMA) number generated by Amazon or enter a custom RMA number of your own.
When you approve a buyer's return request, you will have the option to use either an Amazon generated unpaid return label, or upload your own custom prepaid return label. For more information, go to Upload a prepaid return label.