> For the complete documentation index, see [llms.txt](https://docs.sellermagnet.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.sellermagnet.com/dashboard-and-analytics/dashboard-overview/returned-orders.md).
# Returned Orders
See every FBA return with the condition Amazon's warehouse graded it in and the reason the buyer gave - so you know how many units went back into stock, how many came back damaged or defective, and wh
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**Difficulty:** 🟢 Beginner · **Reading time:** \~8 min
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## 📋 Overview
The **Returned Orders** page shows your **FBA returns** the way Amazon's warehouse sees them: for each returned unit, the **condition** Amazon graded it in when it arrived back, and the **reason** the customer gave for returning it. That tells you two things a refund total never can - how much of what came back is **sellable again**, and **why** customers are returning in the first place.
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**FBA only.** Amazon inspects and grades returns for FBA orders in its warehouses. It does **not** inspect merchant-fulfilled (FBM) returns, so there is no equivalent condition or reason data for them - and this page covers FBA only. For FBM returns and the financial side of refunds, use [Refunded Orders](/dashboard-and-analytics/dashboard-overview/refunded-orders.md).
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**Where the data comes from:** Amazon's **FBA Customer Returns report**, which SellerMagnet syncs for you. Amazon can split one return across several disposition rows, so unit counts are summed by **quantity**, not by row.
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## 🔍 Where to find it
Returned Orders is the **second tab of the Refunded Orders page** - it has no sidebar entry of its own. Open **Refunded Orders** from the sidebar (under the orders group), then switch to the **Returned Orders** tab (rotate-left icon) in the tab strip at the top. It is available to every account.
The two tabs are complementary:
* **Refunded Orders** - the money: refund cost, label costs, net impact, and FBM incoming returns with carrier tracking.
* **Returned Orders** - the goods: what physically came back on FBA, in what condition, and why.
## 🎛️ Filters and toolbar
| Control | What it does |
| --------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Marketplace** | All Marketplaces or a specific one (narrowed to the marketplaces your project sells on). |
| **Period** | **Last 7 Days**, **Last 30 Days** (default), **This Month**, **Last Month**, **Last 6 Months**, or **Last 12 Months**. |
| **Condition** | Filter by disposition: All Conditions, Sellable, Customer Damaged, Defective, Carrier Damaged, Warehouse Damaged. |
| **Search** | A free-text box ("Search order, product, SKU…") that filters the rows loaded on the current page. If nothing matches it reads "No returns on this page match your search." |
| **Columns** | Show or hide table columns (Order, Marketplace, Fulfillment, Qty, Condition, Reason, Customer Comment). |
| **Export** | Downloads the visible rows and visible columns as **CSV** (named `returned-orders-YYYY-MM-DD.csv`). |
An **Updated HH:MM** timestamp shows when the figures last loaded. The table is server-side paged with a bottom pager: numbered pages with prev / next, a **Rows** select (**25 / 50 / 100 / 250**, default **100**), and a "Showing {from}-{to} of {total}" line.
## 📊 Key metrics
Four tiles summarize the period:
| Tile | What it shows |
| ------------------------ | ----------------------------------------------------------------------------------------------- |
| **Returned Units** | FBA units back at the warehouse in this period, with an "across {n} orders" note. |
| **Back in Stock** | Sellable units and their share - the units Amazon graded **Sellable** and restocked. |
| **Damaged or Defective** | Units that did **not** go back into stock. These are the ones worth checking for reimbursement. |
| **Top Return Reason** | The most frequent buyer reason in the period, with a "{n} of {total} units" note. |
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**How the Top Return Reason is chosen.** The tile skips "no reason given" and any carrier-failure code (**Undeliverable…**) when picking the leader, so a carrier problem does not headline as a customer reason unless there is nothing else to show. Those rows still count in the table and in the other three tiles.
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## 🏷️ Return condition (disposition)
The **Condition** column is Amazon's own warehouse verdict on each returned unit - the single most important field on this page, because it tells you whether you got the unit back to sell again. It is shown as a coloured chip:
| Chip | Meaning |
| ----------------------------- | ------------------------------------------------------- |
| **Sellable** (green) | Graded good and put back into your sellable stock. |
| **Customer Damaged** (orange) | Returned damaged by the customer; not resellable as-is. |
| **Defective** (red) | Graded defective. |
| **Carrier Damaged** (blue) | Damaged in transit by the carrier. |
| **Warehouse Damaged** (red) | Damaged in Amazon's warehouse handling. |
| **Unknown** (grey) | Amazon sent no disposition, or a blank one. |
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**Why condition matters:** a **Sellable** return costs you far less than a damaged one - the unit is back in stock and can be sold again. Anything **not** Sellable is a candidate for a reimbursement claim, especially **Carrier Damaged** and **Warehouse Damaged**, where Amazon or the carrier - not you - caused the loss.
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## 📝 Return reason
The **Reason** column is the reason the **buyer** selected when returning, straight from Amazon (for example `DEFECTIVE`, `NO_LONGER_NEEDED`, `UNWANTED_ITEM`, `NOT_AS_DESCRIBED`). SellerMagnet tidies the raw code into readable words; there is **no fixed list**, so whatever reason Amazon sends is what you see. An empty reason shows as `-`.
The most common reason across the period is surfaced as the **Top Return Reason** tile.
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**Reason vs Condition - two different questions.** The **Reason** is what the buyer *said* ("not as described", "no longer needed"). The **Condition** is what Amazon's warehouse *found* when the unit arrived. A buyer can claim "defective" on a unit that comes back **Sellable**, or return something "unwanted" that arrives **Customer Damaged**. Reading them together is where the insight is.
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## 📋 The returns table
| Column | What it shows |
| -------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Returned** | The return date and time. |
| **Product** | Thumbnail and product name, with the SKU beneath. The name **links to the product's page on that row's own marketplace** (for example `amazon.de/dp/ASIN` for a DE row); it falls back to the ASIN when the title is missing, and to plain text when there is no valid ASIN. |
| **Order** | The order ID, linked into Seller Central when the marketplace domain validates as an `amazon.*` host. |
| **Marketplace** | Country flag and marketplace name. |
| **Fulfillment** | An **FBA** or **FBM** badge, read from the order itself. A **?** hint explains that Amazon only inspects returns to its own warehouses, so the report is FBA in practice; there is no matching filter. |
| **Qty** | Quantity returned (defaults to 1). |
| **Condition** | The disposition chip (see above). |
| **Reason** | The buyer's return reason (see above). |
| **Customer Comment** | Any free-text comment the buyer left (`-` if none). |
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**Reimbursements are not linked from this table.** The tiles point you toward reimbursements in words ("check reimbursements"), but there is no clickable reimbursement column here. To actually file or track claims for damaged returns, use the [Reimbursements (Lost & Found)](/inventory-and-operations/reimbursements.md) page.
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## 🪧 What an empty page is telling you
| State | Meaning |
| ----------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------- |
| **This is an FBA feature** | The account has no FBA orders at all - typically an FBM-only account. The message reads "This account has no FBA orders". |
| **No FBA returns in this period** | Orders exist, but nothing came back through FBA in that window. |
| **No returns match these filters** | Your marketplace or condition filter matched nothing. A period with no returns shows "No FBA returns in this period" instead. |
| **Return data is unavailable** / **Could not load returns** | A read failed - not zero. A **Try again** button reloads. |
| **No Amazon account connected** | Connect an Amazon account first. |
## 🧭 A weekly returns check
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### Read the Back-in-Stock share
If most of your returned units come back **Sellable**, your return cost is mostly the handling - not lost inventory. A low sellable share means returns are quietly eating stock.
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### Filter to the damaged conditions
Set the **Condition** filter to **Carrier Damaged** and **Warehouse Damaged** in turn. These are losses Amazon or the carrier caused - take them to [Reimbursements](/inventory-and-operations/reimbursements.md).
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### Check the Top Return Reason
A dominant reason like **Not As Described** points at a listing problem (wrong images, unclear sizing); **Defective** points at product quality. Fix the cause, not just the symptom.
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### Cross-read reason against condition
"Defective" reasons landing as **Sellable** conditions can mean buyers are returning good units - sometimes a listing-expectation issue rather than a real defect.
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## ❓ FAQ
Why don't I see my FBM returns here?
Amazon only inspects and grades returns it handles in its own warehouses - that is, FBA. It never inspects merchant-fulfilled returns, so there is no condition or reason data to show for FBM. FBM returns and all refund finances live on the [Refunded Orders](/dashboard-and-analytics/dashboard-overview/refunded-orders.md) tab.
What is the difference between "Condition" and "Reason"?
**Condition** is Amazon's warehouse grading of the physical unit (Sellable, Customer Damaged, Defective, and so on). **Reason** is what the buyer selected when starting the return. One is what was found; the other is what was claimed.
A unit came back "Carrier Damaged" - can I recover the cost?
Often yes. Carrier- and warehouse-damaged units are losses you did not cause, which makes them strong reimbursement candidates. This page flags them; file and track the claim on the [Reimbursements (Lost & Found)](/inventory-and-operations/reimbursements.md) page.
The page says "This is an FBA feature" - why?
Your connected account has no FBA orders at all - typically an account that sells only FBM. Returned Orders is FBA-only, so it shows this message instead of an empty table. With a filter applied, an empty result reads "No returns match these filters" instead.
Why is a return reason blank or oddly worded?
The reason comes straight from Amazon's return data. If the buyer's reason was empty, it shows as a dash. SellerMagnet only tidies the wording; it does not invent or map reasons to a fixed list.
## 💡 Tips
* Track your **Back in Stock** percentage over time - a falling sellable share is an early warning that returns are costing you real inventory.
* Use the **Condition** filter to isolate **Carrier Damaged** and **Warehouse Damaged** units and route them straight to reimbursement claims.
* Pair the **Top Return Reason** with the **Condition** breakdown before acting - the fix for a listing problem is very different from the fix for a quality problem.
* Click a product name to open it on the marketplace it was returned on - handy when checking what the buyer actually saw.
## ➡️ What's Next?
* [Refunded Orders](/dashboard-and-analytics/dashboard-overview/refunded-orders.md) - the financial side of returns and FBM incoming returns.
* [Reimbursements (Lost & Found)](/inventory-and-operations/reimbursements.md) - recover money for damaged and lost units.
* [Cancel Orders](/dashboard-and-analytics/dashboard-overview/cancel-orders.md) - orders cancelled before they ever shipped.