Amazon processes FBA returns on the seller's behalf. When a customer returns an item, Amazon inspects it and classifies it as Sellable, Damaged, or Customer Damaged. Sellable items go back to your FBA inventory. Damaged items require a removal order.
For most categories, Amazon returns customer-returned items directly to FBA inventory if they are assessed as sellable — without additional inspection. This means customer-handled or opened items can be sold as new to the next buyer.
Monitor your removal order reports regularly. Items classified as Customer Damaged can sometimes be reconditioned and relisted — sending them to your 3PL for inspection and repackaging can recover value that would otherwise be lost.
High return rates on a listing damage your account health metrics and can trigger Amazon's review. If your return rate exceeds the category benchmark, investigate the root cause: packaging issues, misleading listing content, or product quality problems.