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The Returns Policy sets consistent standards for customer returns. But sometimes, there are products or issues that fall outside our policy. When you need to issue a partial adjustment or a full refund in these situations, use the Adjustments dashboard in Seller Center.
This guide shows you how to issue a refund or adjustment using the Adjustments dashboard. See Seller Center – Order Management to learn how to issue a refund or adjustment using the Orders dashboard.
If you’ve determined a refund falls within the standard Returns Policy, see Process a Standard Return in Seller Center for more information. Otherwise, keep reading.
Issue adjustments in Seller Center
Step 1 — Search for the order
Navigate to the Adjustments dashboard in Seller Center and search for the order by the Purchase Order Number (PO #) or Order Number.
Step 2 — Make adjustments
If the order has multiple items, you will need to adjust each item separately. Select Adjust item under the Action column to issue the adjustment at the item level.
Step 3 — Choose quantity
If there are multiple quantities of the item, you can choose how many items you’d like to adjust, or you can adjust them all at once.
Step 4 — Choose adjustment type
Next, choose the type of adjustment. You can refund the entire amount or a custom amount. If you’re offering a partial refund, choose the custom option and provide the percentage or the dollar amount you want to refund from the total amount the customer paid, including tax and shipping. Once you enter the refund amount, the system automatically adjusts the tax and shipping totals for you.
Step 5 — Provide a reason
Finally, choose the refund category and return reason. The category you pick determines the return options you can choose from. Include additional comments if necessary. When you're ready to submit, select Adjust.
Customers aren’t charged until the entire Purchase Order has shipped or been completed. If a customer has ordered multiple line items and more than one item has shipped, the rest of the items will need to be shipped or canceled in order for you to see the charge. These graphics are subject to change. Follow this guide for the latest instructions.