Are you offering the gift function on your Amazon listings, but aren’t sure how to handle it when a customer decides to return the item? We know that it can get confusing.
With the rise of online shopping, even gift-giving has gone digital. Instead of wrapping presents and delivering them in person, Amazon shoppers can now send gifts directly to their loved ones’ addresses; there’s no need to touch the package themselves.
But what happens when the gift recipient doesn’t want the item and decides to send it back? How does this impact sellers? And more importantly, how should sellers respond to these Amazon gift returns?
Amazon has specific policies in place for gift returns, and understanding them is essential if you want to protect your account health and customer satisfaction. In this guide, our Amazon agency will discuss everything sellers need to know about Amazon gift returns, from how the process works on both the buyer and seller sides to how you can manage returns, whether you’re using FBA or FBM.
Table of Contents
What Are Amazon Gift Orders?
An Amazon gift order is any purchase marked as a gift during checkout. This option is available for most items fulfilled by Amazon and select third-party sellers.
What makes gift orders different from regular orders?
- Prices are hidden on the packing slip.
- Gift messages can be included.
- Gift wrap is available for eligible items.
- Digital gift receipts allow recipients to return items without involving the buyer.
- Shipping flexibility, including the option to send gifts directly to the recipient.
Sellers should be aware that gift orders are still standard purchases, but with a higher chance of return. These returns are often based on preference (e.g., wrong size or style), not product defects.
Some items may not qualify for gift wrap, especially if they are oversized or fragile. Understanding what qualifies as an Amazon gift order helps sellers prepare for how these returns may be handled.
Understanding the Amazon Gift Return Policy
Be honest: at some point, you’ve probably received a gift that didn’t quite hit the mark, so you returned it for store credit instead of letting it go to waste. Or maybe you’ve added a gift receipt to something you gave, just in case it wasn’t the right fit.
The same scenario plays out with gifts bought and received through Amazon. That’s why Amazon allows gift recipients to return products without involving the original buyer.
It’s a customer-friendly feature, and one that sellers need to understand, because it directly affects how returns are handled on their end. Here are the key aspects of the Amazon gift return policy that sellers should know:
Gift Returns Can Be Initiated Without Buyer Involvement
- Amazon allows recipients to return a gift even if it wasn’t marked as a gift at checkout.
- This means you may receive return requests from individuals not listed on the original order.
- These requests still appear in Manage Returns, just like any standard return.
Communication Must Be Handled Carefully
- Do not contact the buyer (the gift giver) unless required; Amazon expects privacy to be maintained.
- Use the “Contact Gift Recipient” button in Manage Returns to reach out to the person who initiated the return.
- Gift returns are flagged with a “Gift Return” badge, so you can identify them easily and handle them accordingly.
Refunding Gift Returns Requires Attention to Who Gets Paid
- If the gift recipient returns the item, issue the refund as an Amazon gift card.
- If the original buyer (gift giver) initiates the return, issue the refund through Manage Orders back to their original payment method.
- Amazon will indicate who should be refunded in the Order Details; make sure to double-check before processing.
Multiple Return Requests for the Same Item
- In some cases, both the buyer and gift recipient may submit separate return requests.
- You must approve both requests.
- Each person will be assigned a unique Return Merchandise Authorization (RMA).
- Refund only the party who includes their correct RMA label with the returned package.
Wedding Registry Returns Have Extended Timeframes
- Items purchased from an Amazon Wedding Registry have a 180-day return window.
- These returns are processed the same as other gifts, but sellers should be aware of the extended period.
Gift Wrap and Messaging Options (If You Offer Them)
- Sellers on a Professional plan can opt to offer:
- Gift wrap services (with a per-item charge)
- Gift messaging (free for buyers)
- Gift wrap services (with a per-item charge)
- These settings can be enabled in your seller account and customized per ASIN.
- If you offer these services, remember to refund any gift wrap charges and taxes when a return includes them.
Knowing the Process: How Amazon Gift Returns Work
Gifts are more likely to be returned than regular purchases, especially after major holidays or events. Because of this, Amazon has slightly different return processes for gift items.
Understanding the process can help sellers manage returns more effectively, reduce confusion, and maintain customer satisfaction. So, how does the gift return process work?
Customers' View of Amazon Gift Returns
Returning gifts on Amazon is fairly simple, whether the gift is being returned by the recipient or the gift sender. Here’s how the process works for both parties so you can help manage returns without complications.
For the Gift Sender
As the gift sender, initiating a return depends on how the gift was purchased and whether the recipient has already started the return process. If the gift was purchased through the sender’s Amazon account, the return can be handled like any other order.
- Go to the “Your Orders” section of the Amazon account.
- Locate the item intended for return.
- Click “Return or Replace Items”.
- Follow the instructions to select a return reason and print a return label.
- Ship the item back using the provided return label.
Note: If the recipient has already initiated the return using the order ID or gift receipt, the sender will not be able to return the item from their account.
For the Gift Recipient
When a gift is marked as a gift during purchase or comes with a gift receipt, the recipient can return it without notifying the sender. The process is straightforward, and refunds are typically issued in the form of an Amazon gift card.
- Ensure the 17-digit order number from the packing slip or gift receipt is available. If not, contact Amazon with the product or tracking information.
- Visit the Amazon Gift Returns page and sign in to the Amazon account (or create one if needed).
- Enter the order number linked to the gift.
- Select the item for return and choose a reason from the drop-down menu. For third-party seller items, click “Submit Return Request” (some sellers may review the return request before approval).
- Choose a return method, such as:
- Drop-off at a nearby UPS store, Amazon Hub, or another location
- Scheduled pickup by a carrier (available in select areas)
- Follow the on-screen instructions to print the return label and pack the item:
- Use the original packaging if possible.
- Include the return slip provided.
- Seal the box securely.
- Send the package off or wait for the pickup, depending on the selected return method.
Sellers' View of Amazon Gift Returns
From a seller’s perspective, gift returns follow a similar process as regular returns, but with a few minor changes. Whether you’re using FBA or FBM, it’s important to understand what happens when a gifter or recipient initiates a return, and what your role is in the process.
For FBA Sellers
When a gift is returned, Amazon manages nearly the entire process on your behalf. You won’t be notified that it was a gift return, but the standard FBA return process still applies.
- The recipient initiates the return through Amazon’s Returns Center.
- Amazon processes the request without alerting you that it was a gift.
- The item is returned to an Amazon fulfillment center for inspection.
- A refund is issued to the recipient, typically as an Amazon gift card credit.
- The return will be recorded in your FBA reports.
- If the item is unsellable, it will be classified accordingly and either disposed of or returned to you based on your return settings.
For FBM Sellers
Unlike FBA, FBM sellers are responsible for handling the entire return process. This means you’re directly involved in reviewing return requests, providing shipping details, and issuing refunds.
- The buyer or recipient requests a return through their Amazon account.
- You receive a notification in Seller Central and must review the request.
- Based on your return policy, you can approve or deny the request (though Amazon recommends approval).
- Provide a return shipping address, and optionally include a prepaid return label.
- Once the item is returned and inspected, issue the refund manually.
- Amazon generally processes the refund as a gift card credit to the original buyer or the recipient.
Seen a New Seller Central Update? Let Us Know!
Amazon Seller Central constantly updates its interface. If you spot a change we missed, let us know using the form below!
Best Practices for Sellers in Handling Amazon Gift Returns
Handling gift returns on Amazon can seem tricky, but following best practices can help in both satisfying the customer and enhancing your reputation as a seller. A smooth return process leads to positive customer experiences and ultimately positive feedback, which is key to growing your business.
While the return process is different for FBA and FBM sellers, the goal remains the same: ensuring a seamless experience for your customers. Below are the best practices for both types of sellers to handle gift returns efficiently.
Best Practices for Amazon FBA Sellers
Even though Amazon takes care of most return tasks, FBA sellers still have a role to play in monitoring and managing their performance. Here are the best practices that FBA sellers should follow in handling gift returns:
- Keep an Eye on Return Reports
Use your FBA reports to track which items are being returned and why. This helps you identify recurring product issues or listing mismatches that may be causing avoidable returns. - Review Unsellable Inventory Regularly
Returned gifts that are damaged or opened may be marked as unsellable. Check your FBA inventory and decide whether to have these items removed, disposed of, or returned to you. - Maintain Accurate Listings
Clear product descriptions and accurate images help set proper expectations, reducing confusion and return rates. Optimize your Amazon listing regularly to ensure accurate representation and minimize gift returns.
Best Practices for Amazon FBM Sellers
As an FBM seller, you control the return process, so how you handle gift returns can directly impact your account health and customer satisfaction. Apply these best practices to avoid any issues:
- Approve Return Requests When Reasonable
Even if a return feels inconvenient, denying it, especially for a gift, can lead to negative reviews or A-to-Z Guarantee claims. It’s usually better to approve it and protect your reputation. - Communicate Clearly and Promptly
Respond quickly to return inquiries and guide customers through the process. Providing clear instructions on how to repack and where to ship the item minimizes confusion and delays. - Set Expectations with a Clear Return Policy
Include easy-to-understand return terms in your product listings, and clarify how gift returns are handled. This transparency helps manage expectations upfront. - Inspect Returned Items Thoroughly
When an item comes back, check that it’s still in good condition before processing a refund. Document anything unusual to protect your business in case of disputes. - Track Return Patterns
Keep track of return reasons to identify trends that can highlight areas for improvement, such as packaging, product quality, or listings. If the return recipient provides comments, take note of them to adjust your Amazon listing or make product enhancements.
FAQs About Amazon Gift Returns
Managing Amazon Gift Returns with Confidence
Gift returns are a regular part of selling on Amazon, especially during the holiday season and special events. Whether you’re using FBA or FBM, knowing how Amazon’s gift return process works puts you in a better position to maintain account health, avoid unnecessary disputes, and keep your customers satisfied.
By understanding who gets refunded, how to communicate with the gift recipient, and what Amazon expects from sellers, you can manage gift returns confidently and efficiently. Stay proactive, follow best practices, and ensure your policies are clear so that gift returns don’t catch you off guard.
Struggling with managing gift returns on Amazon? Contact our Amazon agency and let our experts help you today!
