A returned item needs an evidence record before a recovery decision. The order, return reason, condition and account disposition may describe different parts of the event.
Amazon's FBA returns-evaluation guidance distinguishes saleable and unsaleable outcomes and the responsibility for the condition. Use the account's actual disposition rather than assuming a return is reusable or reimbursable.
Match the records
- Identify the marketplace, order, SKU and returned quantity.
- Retain the customer's recorded return reason and the account's condition assessment separately.
- Check whether the units returned to available stock or another inventory state.
- Gather any inspection, packaging or damage evidence relevant to the next step.
- Record the party responsible for investigating a mismatch.
Choose a permitted next step
For expiry-dated or consumable products, condition and handling matter before any possible resale. If the goods are removed, confirm who will receive and inspect them. If a reimbursement question exists, retain the policy and evidence applicable to that event.
Save the support-case or disposition-request identifier and reconcile the final stock movement. The case file should explain what happened to the item; it should not imply a standard recovery rate or a payment outcome before the account process resolves it.