Return Initiation Process

Purpose

This guide explains how to initiate product returns through the Fulfillment Control Panel (FCP), how EFS handles returned merchandise, and what options you have for restocking or disposing of returned inventory.

Table of Contents

1. How Returns Are Received
2. Notifying EFS About Returns
3. Amazon Removal Orders – Special Procedures
4. Return Label Options
5. Return Address Format
6. Generating Return Labels for Orders with Redacted Information
7. Setting Up Your RMA Statement
8. Communication & Notifications
9. Returns Reporting
10. Common Return Scenarios
11. Tips to Reduce Returns
12. Support Contact Information

1. How Returns Are Received

Returns typically arrive at the EFS warehouse through one of the following methods:

  • Customer return using a return label from your store
  • Merchant return initiated by you for damaged, defective, or unsellable products
  • Carrier return for undeliverable packages
  • Amazon removal orders (see Section 3 for special handling requirements)

Each return is inspected by the returns processing team and logged in the FCP under by the original order number of your account. The condition and reason for return are recorded for your review.

Return Processing Timeline

  • Standard processing time: 2-3 business days after arrival
  • Additional services (relabeling, repackaging): add 2-3 business days
  • Peak season: processing times may extend to 3-5 business days

Note: Current processing timelines are posted in daily announcements. You can check the latest status on the EFS support site or your FCP dashboard.

2. Notifying EFS About Returns

When you know a return is heading to EFS that did not originate from our warehouse, you must complete an Advanced Shipment Notice.

Here’s how to let us know:

Option 1: Drop Ship Returns

  1. Log in to your Fulfillment Control Panel
  2. Go to Quick Links → Create an Advanced Shipment Notice Advance Shipping Notice (ASN)
  3. Drop Ship Return Notification – [RA Number]”
  4. Include the following information:
    • Customer name
    • SKU(s) being returned
    • Quantity of each SKU
    • Reason for return (if known)
    • Tracking number 
    • Any special handling instructions

Option 2: Direct Support Access

Option 3: Amazon Removal Orders

For large return shipments or Amazon removal orders, you can submit an ASN:

  • Access the ASN form through your FCP dashboard under “Quick Links”
  • Complete all available fields
  • Submit when the return has shipped or is preparing to ship

Important: The support ticket you create will be your primary communication channel for this return. Do not create multiple tickets for the same return unless instructed to do so.

What Happens Next

Once your notification is received:

  1. EFS confirms receipt of your notification
  2. The receiving team is alerted to expect the return
  3. When the return arrives, it’s matched to your notification
  4. You receive email confirmation when the return is logged in the system
  5. You’re notified again when inspection is complete

3. Amazon Removal Orders – Special Procedures

Amazon removal orders require special handling and advance notification.

Why Amazon Removals Are Different

  • Typically shipped without packing lists
  • May arrive in multiple shipments over several days
  • Items often mixed or improperly packaged
  • No advance notice from Amazon about shipment details
  • May require quality sort before processing

Required Steps for Amazon Removals

STEP 1: Contact Your Client Care Account Specialist Do this BEFORE placing your removal order in Amazon Seller Central:

  • Email or create a support ticket for your account specialist
  • Indicate you’re planning an Amazon removal order
  • Ask about current processing timelines
  • Confirm your account is ready to receive Amazon removals

STEP 2: Generate Inventory Report from Amazon Run an inventory report from your Amazon Seller Central portal that includes:

  • All SKUs being removed
  • Quantity for each SKU
  • Expected condition of items (sellable, unsellable, defective)
  • FNSKU or ASIN for each product

STEP 3: Submit Documentation to EFS Create a support ticket titled “Amazon Removal Order – [Your Reference Number]” and attach:

  • The inventory report from Step 2
  • Expected arrival date (if known)
  • Any special instructions for specific SKUs
  • Your desired outcome (restock sellable items, dispose of unsellable items, etc.)

STEP 4: Place Your Removal Order in Amazon

  • Complete your removal order in Amazon Seller Central
  • Select EFS as the destination
  • Note the removal order ID

STEP 5: Update Your Support Ticket Once your removal order is placed:

  • Add the Amazon removal order ID to your support ticket
  • Include any tracking numbers provided by Amazon
  • Confirm submission is complete

What to Expect with Amazon Removals

  • Longer processing times than standard returns (5-10 business days typical)
  • Multiple receiving notifications as shipments arrive
  • Possible quality sort fees if items require sorting
  • Follow-up questions from receiving team about unidentified items
  • Detailed inspection reports for damaged or defective items

Important: Amazon removals without proper advance notification may be delayed in processing or incur additional fees. Always notify your Client Care Account Specialist before initiating a removal order.

4. Return Label Options

Your customers need a way to send returns back to EFS. You have several options for providing return labels.

Option A: Generate Labels Through Your Platform

Most integrated platforms allow you to generate return labels directly:

Supported Platforms:

Benefits:

  • Immediate label generation
  • Automatic tracking integration
  • Controlled return shipping costs
  • Branded return experience

Option B: Request EFS to Generate Labels

Contact EFS via support ticket to request a return label on behalf of your customer.

How it works:

  1. Submit a support ticket titled “Return Label Request – [Order Number]”
  2. Include customer shipping information
  3. Specify preferred carrier (USPS, FedEx, UPS)
  4. EFS generates and emails the label
  5. You forward the label to your customer

Benefits:

  • EFS handles label generation
  • Return is pre-registered in the system
  • Automatic tracking updates
  • Tracking details appear in your FCP Return Activity Report

Option C: Customer-Generated Labels

Customers can generate their own return labels through a link within the order in your Fulfillment Control Panel.

What to provide your customer:

  • Select the link Generate Return
  • The customers original address will be populated on the return label
  • Instructions to include packing slip or order number
  • Email a copy of the label to yourself first, then forward to your customer.

Considerations:

  • May require manual tracking entry
  • Customer bears responsibility for carrier drop off
  • Requires customer to have packing slip or order information

5. Return Address Format

Provide this exact return address to your customers:

[Your Company Name]
Returns Department
c/o EFS Receiving Department
807 Airport Access Road, Unit D
Traverse City, MI 49686

Critical Address Requirements

Your Company Name Must:

  • Match exactly as registered with EFS
  • Not be your supplier’s or manufacturer’s name
  • Not be abbreviated unless that’s your registered name
  • Appear on the first line of the address

Why This Matters:

  • Incorrect company names delay processing
  • Returns may be rejected or held if the name doesn’t match our records
  • A non-compliance fee applies if shipments are not addressed properly

Example of Correct vs. Incorrect Addresses

✅ CORRECT:

Acme Products LLC
Returns Department
c/o EFS Receiving Department
807 Airport Access Road, Unit D
Traverse City, MI 49686

❌ INCORRECT:

Acme (using abbreviation when registered as “Acme Products LLC”)
John Smith (your name instead of company name)
Acme Manufacturing (your supplier’s name)
Returns Department (missing company name entirely)

6. Generating Return Labels for Orders with Redacted Information

Customer information is automatically redacted 15 days after an order ships for privacy protection. This creates a challenge when generating return labels for older orders.

Understanding Information Redaction

What Gets Redacted:

  • Customer first and last name
  • Street address (number and street name)
  • Email address
  • Phone number

What Remains Available:

  • City
  • State
  • Zip code
  • Order number
  • SKU information

How to Retrieve Redacted Information

STEP 1: Access the Transaction Report

  1. Go to Reports → Transaction Spreadsheet
  2. Select search criteria:
    • By Order Date, Ship Date, Order Number, or Customer Name
    • Use a date range if you know approximately when the order shipped
  3. Click Generate
  4. Download the report

STEP 2: Locate Your Order

  • Search the report for your order number
  • All customer information will be visible in the report
  • Save this information for label generation

Generating the Return Label

STEP 3: Manual Entry Required

When creating the return label, you’ll need to manually enter:

  • Customer first name
  • Customer last name
  • Street address
  • Email address (for label delivery)

The following information will auto-populate or remain available:

  • City
  • State
  • Zip code

Best Practices for Label Generation

Before Sending to Customer:

  1. Email the label to yourself first
  2. Verify all information is correct
  3. Check that the return address shows your company name
  4. Confirm tracking number is active
  5. Only then forward to your customer

Avoid Common Mistakes:

  • Don’t swap first and last names
  • Don’t use apartment numbers in the wrong field
  • Don’t forget to include email for electronic label delivery
  • Don’t skip the verification step

Alternative Solution: Maintain Your Own Records

To avoid needing to retrieve redacted information:

  • Download Transaction Reports weekly
  • Store in a secure location with restricted access
  • Maintain your own customer database
  • Implement data retention policies that comply with privacy laws

Note: Even with your own records, always verify address accuracy before generating labels, as customers may have moved or updated their information.

7. Setting Up Your RMA Statement

Your packing slip can include customized return instructions that ship with every order.

Accessing RMA Settings

  1. Log in to your FCP
  2. Go to Client Info → My Settings
  3. Scroll to the RMA Statement section
  4. Enter your return instructions in the text box
  5. Click Update RMA Info

Recommended RMA Statement Text

If EFS handles your returns:

RETURNS: To return this item(s), please send your return to 
[Your Company Name], Returns Department, c/o EFS Receiving Department, 
807 Airport Access Road, Unit D, Traverse City, MI 49686. 

Please include this packing list with your return and write your 
order number clearly on the outside of the package.

 Visit [YourWebsite.com/returns] for complete return policy details.

If you handle returns at another location:

RETURNS: To return this item(s), please send your return to 
[Your Company Name], Returns Department, [Your Return Address].

Please include this packing list with your return.

Visit [YourWebsite.com/returns] for complete return policy details.

RMA Statement Best Practices

Do:

  • Keep instructions concise (fits on packing slip)
  • Include your complete return address
  • Reference your website for full policy details
  • Request customers include the packing slip
  • Use clear, simple language
  • Update seasonal addresses if applicable

Don’t:

  • Make promises EFS cannot fulfill (same-day processing, immediate refunds)
  • Include phone numbers that bypass your customer service
  • Use all caps (difficult to read)
  • Provide multiple return addresses (confusing)
  • Forget to mention order number or packing slip

Aligning Your Website Return Policy

Critical: Ensure your website’s return policy matches your packing slip instructions.

Why this matters:

  • Customers often discard or lose packing slips
  • Your website is their primary reference for returns
  • Inconsistent information creates confusion and support tickets
  • Clear policies reduce return processing time

What to include on your website:

  • Complete return address (same as packing slip)
  • Return window (30 days, 60 days, etc.)
  • Condition requirements (unworn, tags attached, etc.)
  • Who pays return shipping
  • Refund timeline and method
  • Restocking fees (if applicable)
  • Non-returnable items
  • How to initiate a return
  • Link to return label generation (if offered)

8. Communication & Notifications

EFS sends automatic email notifications throughout the return process. Setting up these notifications correctly ensures you stay informed.

Automatic Email Notifications

You will receive notifications when:

Initial Processing:

  • Return is received at EFS facility
  • Return is logged into your account
  • Return inspection begins

Resolution Stage:

  • Items are restocked and added to inventory
  • Items are moved to hurt bin
  • Items require your decision or input

Ongoing Status:

  • Hurt bin items are nearing disposal deadline (monthly on the 15th)
  • Return processing is delayed for any reason
  • Additional information is needed from you

Setting Up Notification Recipients

STEP 1: Access Email Management

  1. Log in to your FCP
  2. Go to Client Info → Manage Email
  3. Review current notification recipients

STEP 2: Add New Recipients

  1. Click “Add New Email Address”
  2. Enter the email address
  3. Select notification types from dropdown:
    • Inventory notifications (stock updates, receiving confirmations)
    • Return notifications (return processing updates)
    • Hurt bin notifications (monthly summaries, deadline warnings)
    • All notifications (receives everything)
  4. Click “Save”

STEP 3: Verify Settings

  1. Check that at least one person receives return notifications
  2. Ensure hurt bin notifications go to decision-makers
  3. Test by requesting a test notification via support ticket

Notification Best Practices

Recommended Setup:

  • Primary contact: Receives all notifications
  • Operations manager: Receives inventory and return notifications
  • Finance/accounting: Receives hurt bin notifications (relates to storage fees)
  • Customer service: Receives return notifications

Tips:

  • Use role-based email addresses ([email protected]) when possible
  • Avoid personal emails that may change when employees leave
  • Set up email filters to organize EFS notifications
  • Review notification settings quarterly
  • Update immediately when staff changes occur

SMS Text Notifications (Optional)

EFS also offers SMS text notifications for time-sensitive updates.

How to enable SMS notifications:

  1. Go to Client Info → SMS Notifications in your FCP
  2. Click “Add New SMS Number”
  3. Enter mobile number (no dashes): 2315555555
    • International numbers: include country code with + prefix (+44XXXXXXXXXX)
  4. Select country from dropdown
  5. Click “Create SMS Number”

What you’ll receive via SMS:

  • Urgent processing delays
  • Time-sensitive deadline warnings
  • Facility closures or delays
  • Critical account updates

To opt out:

  • Return to Client Info → SMS Notifications
  • Click “Delete” next to the number you wish to remove

Note: Message and data rates may apply. Check with your mobile provider.

9. Returns Reporting

Monitor your returns through the FCP to identify trends and make data-driven decisions.

Accessing the Returns Report

  1. In the FCP, go to Orders → View Returns
  2. Download Returns CSV

What’s Included in the Report

The Returns Report shows:

  • Return date – When EFS received the return
  • Original order date – When the original order was placed
  • Order number – Your order reference number
  • Customer name – Who sent the return (when available)
  • SKU(s) returned – Product identifier
  • Quantity – Number of units returned
  • Return reason – Customer’s stated reason (when available)
  • Condition – EFS inspection result
  • Resolution – Restocked, hurt bin, or discarded
  • Date resolved – When final action was taken

Using the Report Effectively

Weekly Review:

  • Check return volume trends
  • Identify products with high return rates
  • Spot unusual return patterns
  • Review resolution outcomes

Monthly Analysis:

  • Calculate overall return rate (returns ÷ total orders)
  • Compare return rates by product category
  • Track financial impact of returns
  • Identify seasonal trends

Quarterly Strategy:

  • Compare return data quarter-over-quarter
  • Evaluate effectiveness of return reduction efforts
  • Assess product quality issues
  • Review supplier performance

Key Metrics to Track

Return Rate Formula:

Return Rate = (Number of Returns ÷ Number of Orders) × 100

Example:

  • 50 returns in a month
  • 1,000 orders in a month
  • Return rate = (50 ÷ 1,000) × 100 = 5%

Healthy Return Rates by Industry:

  • Apparel: 15-30%
  • Electronics: 8-15%
  • Home goods: 5-10%
  • Beauty products: 5-10%
  • Books/media: 2-5%

When to Investigate:

  • Any product with >30% return rate
  • Sudden spike in returns for a specific SKU
  • Multiple returns with same reason code
  • Increased “damaged in transit” returns

Exporting and Sharing Reports

To Export:

  1. Generate your report
  2. Click “Export to CSV” or “Export to Excel”
  3. Save to your computer
  4. Share with your team or import into your analytics tools

Common Uses for Exported Data:

  • Create charts and graphs for presentations
  • Import into accounting software
  • Share with suppliers to address quality issues
  • Analyze return reasons with customer service team
  • Calculate financial impact in your P&L statements

For more detailed information about what happens after returns are received and inspected, see the Inspection & Restock Guide.

10. Common Return Scenarios

Understanding how EFS handles different return situations helps set proper expectations.

Standard Customer Returns

Scenario: Customer receives order, decides to return it

Process:

  1. Customer requests return authorization from you
  2. You provide return label and instructions
  3. Customer ships return to EFS
  4. EFS receives and logs return
  5. Inspection determines if item is restockable
  6. You’re notified of outcome

Timeline: 2-3 business days from receipt

Your action: Monitor notifications; issue refund per your policy

Refused Delivery Returns

Scenario: Customer refuses delivery, package returns to sender

Process:

  1. Carrier attempts delivery
  2. Customer refuses package
  3. Carrier returns to EFS as sender address
  4. EFS logs return with reason code “Refused”
  5. Inspection occurs (usually restockable if unopened)
  6. You’re notified

Timeline: 2-3 business days after return to EFS

Your action: Review reason for refusal; contact customer if needed; process refund per your policy

Damaged in Transit Returns

Scenario: Customer receives damaged product and returns it

Process:

  1. Customer contacts you about damage
  2. You provide return authorization
  3. Customer returns item
  4. EFS receives and photographs damage
  5. Item placed in hurt bin
  6. You’re notified with photos

Timeline: 2-3 business days, photos included in notification

Your action:

  • Review photos to determine cause of damage
  • File carrier claim if insured
  • Decide whether to return item to you or dispose
  • Respond within 30 days

For complete details on hurt bin management, see the Return Shipments to Seller Guide.

Wrong Item Returned

Scenario: Customer returns something that doesn’t match any order

Process:

  1. Customer returns item (accidentally or fraudulently)
  2. EFS receives and cannot match to any order
  3. Item is quarantined
  4. You’re notified with photos and description
  5. Investigation begins

Timeline: Immediate notification upon receipt

Your action:

  1. Review photos and description in notification
  2. Check if item belongs to a different order
  3. Verify SKU in your inventory records
  4. Respond via support ticket with:
    • Correct order match (if found), OR
    • Confirmation it’s not your product, OR
    • Instructions for handling

Possible outcomes:

  • Item matched to order: Return is processed normally
  • Not your product: Item disposed per standard procedures at no charge
  • Unresolved: Item held for 30 days, then disposed

Multiple Returns from Same Customer

Scenario: Same customer returns multiple orders or repeat returns

Process:

  1. EFS tracks pattern of returns per customer
  2. After 3+ returns from same customer, you’re notified
  3. Return processing continues normally
  4. You receive summary of customer’s return history

Timeline: Notification after 3rd return within 90 days

Your action:

  • Review customer’s purchase and return history
  • Investigate for potential fraud or serial returners
  • Consider account restrictions if appropriate
  • Address product quality issues if pattern indicates problems

Red flags to watch for:

  • Returns with lower-value items substituted
  • Returns after 30-60 days (wardrobing)
  • Multiple returns of same product type
  • Returns of high-value items with damage claims

Missing Packing Slip Returns

Scenario: Return arrives without order identification

Process:

  1. EFS receives package without packing slip
  2. Package contents photographed
  3. Attempt made to match based on:
    • Return address
    • Contents
    • Recent orders
  4. If match found: processed normally
  5. If no match: you’re notified for identification

Timeline: Immediate notification if cannot be identified

Your action:

  1. Review photos in notification
  2. Check recent orders for possible matches
  3. Provide order number if identified
  4. If truly unidentifiable, authorize disposal

Prevention tips:

  • Clearly instruct customers to include packing slip
  • Print return instructions on packing slips
  • Include order number on outside of package instructions

Amazon Removal Order Challenges

Scenario: Amazon removal arrives with issues

Common issues:

  • No packing list included
  • Items arrive over multiple days
  • Mixed SKUs in same box
  • Damaged or defective items mixed with good inventory
  • Quantities don’t match removal order

Process:

  1. EFS receives Amazon shipment
  2. Compares against your submitted inventory list
  3. Identifies discrepancies
  4. Documents all findings with photos
  5. Notifies you of any issues

Timeline: 5-10 business days due to complexity

Your action:

  1. Review discrepancy report
  2. Cross-reference with Amazon removal order details
  3. File claims with Amazon for missing items if needed
  4. Provide disposition instructions for damaged items
  5. Respond within 30 days

Note: This is why advance notification is so critical for Amazon removals. See Section 3 for complete procedures.

11. Tips to Reduce Returns

Returns impact your profitability through lost sales, shipping costs, processing fees, and restocking labor. Here’s how to minimize them:

1. Improve Product Descriptions

Use accurate, detailed descriptions:

  • Exact measurements and dimensions
  • Complete material composition
  • Weight and size specifications
  • Color accuracy (mention if colors vary from screen display)
  • Feature lists with bullet points
  • Common use cases

Include what the product is NOT:

  • “Not suitable for outdoor use”
  • “Not machine washable”
  • “Does not include batteries”
  • “Not compatible with X”

Example of good vs. poor descriptions:

❌ Poor: “Nice blue shirt, comfortable, great for any occasion”

✅ Good: “Men’s 100% cotton polo shirt in navy blue. Chest width: 22″, length: 28″. Machine washable cold, tumble dry low. Classic fit with 2-button placket. Not pre-shrunk, may shrink up to 3% after first wash. Made in Bangladesh.”

2. Use High-Quality Product Photography

Minimum photo requirements:

  • Front view
  • Back view
  • Side views (both sides if asymmetrical)
  • Close-up of key features
  • Size reference (item being held or next to common object)
  • Packaging/unboxing photo

Photography best practices:

  • Use consistent white or neutral background
  • Show true-to-life colors (calibrated screen)
  • Multiple angles for complex products
  • Show product in use when possible
  • Include scale references for size clarity
  • Photograph any imperfections (vintage items, etc.)

For apparel specifically:

  • Model shots AND flat lays
  • Multiple body types when possible
  • Close-ups of fabric texture
  • Detail shots of zippers, buttons, seams
  • Fit description (runs small, true to size, etc.)

3. Provide Sizing and Fit Information

For apparel:

  • Complete size chart with measurements
  • Fit guide (slim, regular, relaxed)
  • Model’s height and size worn
  • Fabric stretch information
  • Size conversion charts (US/UK/EU)

For other products:

  • Dimension drawings with measurements
  • Capacity information (how much it holds)
  • Weight capacity or limits
  • Comparison to common items (“Size of a shoebox”)

Template for size charts:

Size    Chest    Waist    Hips    Length

S       34-36″   28-30″   36-38″  28″

M       38-40″   32-34″   40-42″  29″

L       42-44″   36-38″   44-46″  30″

XL      46-48″   40-42″   48-50″  31″

 

Model is 6’0″ tall and wearing size M

This item runs true to size

4. Set Realistic Expectations

Shipping timelines:

  • Be honest about processing times
  • Account for EFS processing (typically 1 business day)
  • Include carrier transit times
  • Note holidays or peak season delays
  • Update customers proactively if delays occur

Product condition:

  • Clearly state if items are refurbished
  • Note if packaging is plain vs. retail
  • Mention if items are older stock
  • Disclose any known issues upfront

Performance expectations:

  • Don’t overstate product capabilities
  • Include limitations
  • Note required accessories or batteries
  • Mention compatible/incompatible items

5. Improve Packaging Quality

Follow EFS Receiving Guide requirements:

  • Proper product preparation per Section 6
  • Scannable barcodes on all items
  • Appropriate protective packaging for fragile items
  • Correct packaging for textiles (polybags)
  • Proper labeling for products with expiration dates

Reduce transit damage:

  • Use appropriate box sizes (avoid oversized boxes)
  • Include sufficient cushioning material
  • Secure items to prevent movement
  • Use “Fragile” labels when appropriate
  • Consider double-boxing for very fragile items
  • Use bubble wrap for glass, ceramics, or delicate items

EFS can help:

  • Request pre-wrapping for fragile items ($0.30 per item added to pick fee)
  • Use EFS standard packaging (free for standard sizes)
  • Consult with your account specialist about packaging improvements

6. Enhance Customer Communication

Pre-purchase:

  • Offer customer service chat or email
  • Answer questions before purchase
  • Provide detailed FAQs
  • Include video demonstrations when helpful
  • Show user reviews prominently

Post-purchase:

  • Send order confirmation immediately
  • Provide shipping notifications with tracking
  • Include delivery date estimates
  • Send “Out for delivery” alerts
  • Follow up after delivery

Proactive problem-solving:

  • “Having issues? Contact us before returning”
  • Include customer service contact on packing slip
  • Offer troubleshooting guides
  • Provide setup or assembly instructions
  • Create video tutorials for complex products

7. Analyze Return Data

Use your Returns Report to identify:

  • Products with highest return rates
  • Most common return reasons
  • Seasonal return patterns
  • Customer complaints that repeat

Take action on findings:

  • Improve descriptions for high-return products
  • Address quality issues with suppliers
  • Update photos if “not as pictured” is common
  • Revise size charts if fit is an issue
  • Consider discontinuing problematic products

Track your progress:

  • Set monthly return rate goals
  • Measure before/after when making changes
  • Calculate return cost savings
  • Share wins with your team

8. Implement Return Prevention Policies

Without being too restrictive:

  • Clearly state return window (30, 60, 90 days)
  • Define acceptable return condition
  • Note restocking fees (if applicable)
  • Specify non-returnable items
  • Make policy easy to find and understand

Offer alternatives to returns:

  • Store credit instead of refund (incentivize with bonus)
  • Exchange program
  • Partial refunds for minor defects
  • Keep-it-and-discount option for small issues

Example policy that reduces returns:

“Not quite right? Contact us within 48 hours of delivery
and we’ll help make it right. We can often resolve issues
without requiring a return, saving you time and hassle.”

12. Support Contact Information

Get help at any stage of the return process.

Primary Support Channels

FCP Support Ticket System (Recommended)

  • In FCP: Navigate to Client Info → Support
  • Floating tab: Click “SUPPORT” on most FCP pages
  • Best for: Return notifications, questions, instructions
  • Response time: Same business day for urgent issues

Direct Support Access

Phone Support

  • Toll-free: 1-866-922-6783
  • Select option: Press 2 for Customer Service
  • Hours: Monday-Friday, 8:00 AM – 5:00 PM EST
  • Best for: Urgent, time-sensitive issues

When to Contact Your Client Care Account Specialist

Contact your dedicated account specialist for:

  • Amazon removal order planning
  • Complex return situations requiring special handling
  • Return policy questions or clarifications
  • Account-specific return procedure setup
  • Multiple recurring issues with same SKU
  • High-volume return planning

How to reach your account specialist:

  • Via support ticket (they’ll respond directly)
  • Scheduled call or Google meet (request via ticket)

Response Time Expectations

Support Tickets:

  • Urgent issues: Same business day
  • Standard questions: Within 24 business hours
  • Complex issues requiring research: Within 48 business hours

Phone Support:

  • Immediate assistance during business hours
  • After-hours calls directed to voicemail (returned next business day)

Email:

  • Creates automatic support ticket
  • Same response times as support ticket system

Best Practices for Getting Help:

  1. Use clear, specific ticket titles
  2. Include order numbers when relevant
  3. Attach photos for visual issues
  4. Provide tracking numbers for shipments
  5. State your desired outcome
  6. Don’t create duplicate tickets for the same issue

Next Steps and Additional Resources

Inspection & Restock Guide (Coming Next)

  • Detailed inspection criteria and procedures
  • How items are classified (restockable vs. hurt bin)
  • Quality sort processes and fees
  • Restocking timelines and inventory updates
  • Viewing restocked items in your FCP

Refunds & Credits Guide

  • How to process customer refunds
  • Filing carrier claims for damaged items
  • Handling customer disputes
  • Financial reconciliation for returns

Return Shipments to Seller Guide

  • Complete hurt bin management procedures
  • Storage fees and timelines
  • Requesting items be returned to you
  • Disposal procedures and options
  • Close-out processes for terminated accounts