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

Difficulty: 🟢 Beginner · Reading time: ~8 min

Returned Orders

📋 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.

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.

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.

🔍 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.

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.

🏷️ 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.

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.

📝 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.

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.

📋 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).

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) page.

🪧 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

1

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.

2

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.

3

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.

4

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.

❓ 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 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) 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 - the financial side of returns and FBM incoming returns.

• Reimbursements (Lost & Found) - recover money for damaged and lost units.

• Cancel Orders - orders cancelled before they ever shipped.