seller
- What changed
- Return reason codes and condition grades on Amazon returns
- When
- Updated October 2026
- Who it affects
- Amazon sellers, especially FBA brands, and shoppers choosing a reason
- What to do
- Review return reasons per ASIN monthly and fix the top cause first
Key takeaways
- The return reason sets the refund for shoppers and gives sellers a diagnosis for each product.
- Read reason codes together with condition grades and customer comments, not alone.
- Fix listing-driven reasons first: not as described, compatibility and sizing.
Return reason to fix
| What it signals | First fix | |
|---|---|---|
| NOT_AS_DESCRIBED | Listing gap | Rewrite bullets and images |
| APPAREL_TOO_SMALL | Sizing unclear | Add measured size chart |
| NOT_COMPATIBLE | Fit unclear | List compatible models |
| DEFECTIVE | Product quality | Supplier and inbound checks |
| MISSING_PARTS | Packing error | Parts checklist insert |
| DAMAGED_BY_CARRIER | Weak packaging | Better box and padding |
Why the return reason matters
When a shopper starts a return, Amazon asks why. That answer does two jobs. It decides how the refund is calculated, and it becomes a data point in the seller's returns reports and dashboards.
Amazon's A-to-z Guarantee page shows the split clearly. If an item is damaged, defective or materially different from what was ordered, the refund covers the product cost, the original shipping and the return shipping. For most other reasons the customer gets the product cost back, and restocking fees may be deducted. Choosing an honest reason matters for shoppers, and reading it carefully matters for sellers.
The main FBA return reason codes
The FBA Customer Returns report in Seller Central lists a reason code for each returned unit plus a free-text customer comment. These are the codes sellers see most often.
- UNWANTED_ITEM and NO_REASON_GIVEN: customer changed their mind
- ORDERED_WRONG_ITEM and MISORDERED: wrong style, size or color chosen
- FOUND_BETTER_PRICE: price comparison after purchase
- DEFECTIVE and QUALITY_UNACCEPTABLE: product did not work or felt cheap
- NOT_AS_DESCRIBED: item did not match the listing
- NOT_COMPATIBLE: did not fit an existing device or system
- MISSING_PARTS: accessories or pieces missing
- DAMAGED_BY_CARRIER and DAMAGED BY FC: damaged in transit or in the warehouse
- APPAREL_TOO_SMALL, APPAREL_TOO_LARGE, APPAREL_STYLE: fit and style issues
- MISSED_ESTIMATED_DELIVERY: arrived too late
- SWITCHEROO: customer received the wrong item
What each return reason tells you
Group reasons into three buckets: issues you can fix on the listing, issues you can fix in the product or packaging, and issues that are mostly customer behavior. The first two are where money is saved.
NOT_AS_DESCRIBED, NOT_COMPATIBLE and the apparel size codes nearly always point to the listing. DEFECTIVE, QUALITY_UNACCEPTABLE and MISSING_PARTS point to the product, supplier or packing line. UNWANTED_ITEM and FOUND_BETTER_PRICE are harder to control, although a strong offer and clear images reduce buyer's remorse too.
| Listing fix | Product fix | |
|---|---|---|
| Not as described | ||
| Size too small or large | ||
| Not compatible | ||
| Defective | ||
| Missing parts | ||
| Damaged in transit |
Buckets are a working guide, not an Amazon classification.
Reason codes versus condition grades
The reason is what the customer said. The disposition is what Amazon found when the unit came back, and that grade decides what happens to your inventory and whether you can claim a reimbursement.
- SELLABLE: returned to stock and available for sale
- DAMAGED or CARRIER DAMAGED: Amazon takes responsibility and may reimburse
- CUSTOMER DAMAGED: unsellable, customer refunded, unit stays unsellable
- DEFECTIVE: unsellable, customer refunded, unit stays unsellable
- EXPIRED: unsellable because it is close to expiry
How to find your return reasons in Seller Central
FBA sellers can download the FBA Customer Returns report, which includes the reason, the disposition and the customer comment for every unit. Since November 12, 2025, all sellers also have a returns and inventory recovery dashboard that shows top return reasons, recommendations to lower return rates and the recovered value of returned units.
Brand owners should also check the Voice of the Customer dashboard, which flags products with high negative customer experience and the comments behind them.
- Download the FBA Customer Returns report monthly
- Sort by ASIN, then by reason code
- Read the customer comments, not just the codes
- Compare with the returns dashboard recommendations
How to fix the most common return reasons
Start with the ASIN that has the most returns in dollars, then fix its top reason. One focused change usually beats a long list of small edits.
- Not as described: rewrite bullets and add a what's-in-the-box image
- Size codes: add a measured size chart and fit notes
- Not compatible: list compatible models clearly in title and bullets
- Missing parts: audit packing and add a parts checklist insert
- Defective or quality: send review data to the supplier and inspect inbound units
- Damaged in transit: upgrade packaging or reduce void space
What high return rates cost sellers
Each return reverses the sale, and many fees are not fully refunded. FBA products whose return rate goes above a threshold for their category can also be charged a returns processing fee per unit. Published threshold and fee figures vary between sources, so check the current rate card in Seller Central before you update your margin model.
Returns also feed back into ads. If a product returns heavily, its true ACoS is worse than the ad console shows, because refunded sales still count as attributed sales. Our guide on what a good ACoS is explains why margin after returns should set your target.
Return reasons and reimbursements
Some reason and disposition combinations mean Amazon may owe you. Units graded DAMAGED by the warehouse or carrier, and customer refunds where the item never comes back, are the two most common. Our guides to FBA reimbursements and returnless refunds cover when a claim is possible and when the unit is simply lost.
How PPC Spider uses return data
PPC Spider's inventory and reimbursements service reviews return reasons per ASIN every month, passes listing fixes to the content team and files claims for damaged or unreturned units. SpiderOS sets ad targets from margin after fees and returns, so a product with a rising return rate does not keep getting budget it cannot pay back. A free Amazon audit includes a returns review.
Sources
- eComEngine: FBA return reasons and dispositions (ecomengine.com/blog/fba-return-reason)
- Amazon: A-to-z Guarantee (amazon.com/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV)
- Retail Dive: Amazon returns updates and returnless resolutions dashboard (retaildive.com/news/amazon-returns-returnless-resolutions-dashboard/806886/)
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