This article is for anyone who has piled up returns of wrong-size orders or opened items and is starting to worry whether it is safe to keep returning things, and for anyone whose buyer account has received a restriction notice. We walk through what counts as a legitimate return under the official rules, how to organize your purchase and return history, how to identify the notice you received and prepare to contact Amazon, and what to watch for as a seller. This article is based on Amazon's official help pages and other sources as of September 2026. Because terms and on-screen labels can change, please check the latest help pages before taking any action.
No return limit has been published: what the terms tell us
Amazon.co.jp's official pages, including the Conditions of Use, the return and exchange conditions, the refund pages and the Amazon Marketplace Guarantee, do not state any account-wide return limit such as "up to X times a year" or "up to an X% return rate." There may be internal criteria that are not disclosed, but there is no published figure saying "you are safe up to X returns."
Explicit limits on the number of returns apply only to specific programs. For example, among items sold and shipped by Amazon.co.jp, products whose titles say "eligible for up to a 30-day trial" (最大30日間お試し対象) are limited to one item per customer per product category per year, and must be returned from within Japan within 30 days of delivery.
Under the terms, restrictions can be imposed without notice
The Amazon.co.jp Conditions of Use (the current version was updated on September 1, 2025) reserve Amazon's right, at its discretion and without notice, to refuse service, suspend accounts, cancel orders and so on if there has been a violation of the terms or fraudulent activity, or if improper conduct is reasonably suspected. The terms do not set any threshold for the number of returns, but if the way you return items is suspected to be improper, action could be taken without warning.
The terms also state that you are responsible for all activity that occurs under your account and password. Assume that any orders and returns placed by family members or employees on the same account become part of your own account's usage history.
Checklist before you click the return button: know what a legitimate return is
Before cutting back on returns, the more important thing is to return items in line with the official rules. Returns where the reason matches the item's condition are less likely to run into refund delays and are easier to explain later. The points below focus mainly on the conditions for items shipped by Amazon.co.jp.
What to check before starting a return
- Is it within 30 days of delivery? (If you start the return from Your Orders, you must have shipped the item back within those 30 days.)
- Is the item or category excluded from returns for customer reasons? (Examples include used or opened consumables, items showing signs of use or missing accessories, items whose detail page says they cannot be returned, food, beverages and alcohol, medicines, cosmetics and supplements, fresh flowers and plants, trading cards, and gift cards.)
- Do you have all the tags, accessories and packaging for the parts?
- Does the return reason you select match the item's actual condition?
- Was the item shipped by Amazon.co.jp or by a seller?
- Is the item from Amazon Haul or Amazon Now? (These have their own return policies.)
The refund amount depends on whether the return is for customer reasons or a defect
| Item | Return for customer reasons | Return due to a defect |
|---|---|---|
| Item price (tax included) | Full refund if unused and unopened; 50% if opened (different conditions apply to some categories, such as clothing and shoes) | Full refund, or exchange for the same item |
| Shipping, fees and gift wrap charges | Not refunded | Refunded |
Opening the manufacturer's packaging, removing product tags or opening the plastic wrapping on parts also counts as "opened." For initial defects in electronics and precision equipment, the process is to contact the manufacturer or warranty provider and pass along their comments and the name of the person you spoke with. If you ship the return using a return label from Your Orders, the return shipping cost is deducted from the refund when the return is for customer reasons.
However, Clothing & Fashion Accessories and Shoes & Bags (including sportswear and athletic shoes) have their own conditions. If you return an item that was tried on indoors with the product tags still attached, you are refunded the item price (tax included), excluding shipping, fees and gift wrap charges, plus the domestic return shipping cost (except for some items listed as having return shipping paid by the customer). Hygiene items such as underwear, swimwear and socks, as well as pierced earrings once opened, cannot be returned for customer reasons. Check the category-specific conditions under "Return and exchange conditions by product" (商品別の返品・交換の条件) on the "Return and exchange conditions" (返品・交換の条件) page.
What happens when the reason does not match the condition
Do not select a "defective" reason for a return that is really for customer reasons just because it would get your shipping costs back. If the returned item's condition does not match the reason, information such as the return authorization ID is missing, you sent a different item or sent it to the wrong return address, or part of the item is missing, your refund may be delayed, or the item may be sent back to you cash on delivery without a refund.
In addition, if there are signs that the item was opened or used, or if it was not the item you ordered, you may be charged again for part or all of the amount even after the refund. The on-screen steps and how to choose a return shipping method are covered in detail in the process from requesting a return to confirming your refund.
Reduce the need for returns at the ordering stage
The most effective way to cut down on returns is to check carefully before you order.
- Compare the size chart, specifications and included accessories on the product detail page against items you already own or your own measurements
- Do not order several sizes or colors at once with the plan of returning the ones that do not fit
- For items shipped by a seller, check the terms first under "Returns and refunds" (返品および返金について) on the seller's profile page
- Remember that if an item is defective, you can choose an exchange for the same item, not just a refund
Returning items bought from sellers, the A-to-z Guarantee and chargebacks
For items sold and shipped by a seller, you send the seller a return request from Your Orders (注文履歴) → "Return items" (商品の返品), and the seller reviews it and decides whether to accept the return. Marketplace sellers set return and exchange conditions equivalent to those of Amazon.co.jp, and if the seller does not provide valid return instructions within 48 hours, you can consider filing a claim under the Amazon Marketplace Guarantee. On buyer help pages and screens it appears as the "Amazon Marketplace Guarantee" (Amazonマーケットプレイス保証); in this article we use its common name, the "A-to-z Guarantee."
| Stage | Timeline and conditions |
|---|---|
| Contact from the seller | By email within 48 hours of the request being received. If approved, the seller provides a return address, a prepaid return label, or a refund without requiring a return |
| Refund | Usually within 7 days after the item is shipped back. You may not be refunded if the item is damaged or its condition differs from when it was delivered |
| Filing an A-to-z Guarantee claim | First contact the seller and wait 48 hours. Claims can be filed up to 90 days after the last day of the estimated delivery date |
| Investigation and resubmission | The investigation takes up to one week, and the result is sent to your registered email address. You can resubmit within 30 days of a decision not to grant the claim |
The A-to-z Guarantee covers cases such as an item that never arrives, a refund that has not been issued 7 days after the seller received the returned item, or an incorrect refund amount. Digital content, payments for services and cash equivalents are not covered.
Do not combine a guarantee claim with a chargeback
If you request a refund (chargeback) from your payment provider, you cannot receive a refund through the A-to-z Guarantee. Also, anyone filing an A-to-z Guarantee claim does so after acknowledging that a false claim may be subject to serious criminal penalties and agreeing to cooperate with Amazon's investigation, including submitting receipts or the item itself.
If your refund seems slow, check the typical timelines before filing more requests. For items shipped by a seller, the usual guideline is within 7 days after you ship the item back. For items shipped by Amazon.co.jp, refunds typically take about 1 to 3 days to a credit card or about 1 to 2 days to an Amazon gift card after the return is received. In addition to this, it can take about 2 to 5 days from arrival at the fulfillment center until the return is processed, and high-value items and similar cases may take about 10 more days.
How to take stock of your purchase and return history
When you are concerned about how many returns you have made, or when you are preparing an explanation after receiving a notice, checking whether you can explain each return individually is more useful than counting them.
STEP 1. Pull the orders involving returns from Your Orders
Pick out orders you returned (including exchanges), orders where you requested a return and then canceled it, orders where you sent a return request to a seller, and orders where you filed an A-to-z Guarantee claim or a chargeback with your card issuer. You can also check the refund status on each order's "Order details" (注文の詳細) page.
STEP 2. Check refunds on the "Returns" page and elsewhere
Refund details are shown under "Past 3 months" on the "Returns" (返品) page. For anything older, check "Order details" one order at a time. Personal data you cannot see in Your Account can be requested through "Request your data" (データをリクエストする), but the help pages do not specify which items can be obtained, so you may not get a list of your return history.
STEP 3. Build a table with one row per order
| Column to record | What to enter |
|---|---|
| Order date, item name, shipped by | As shown in "Order details." Whether it was shipped by Amazon.co.jp or by a seller (and the seller's name) |
| Return reason selected and actual condition | Unopened, opened, or the specifics of the defect |
| Refund method, amount and date | Check on the "Returns" page or in "Order details" |
| A-to-z Guarantee / chargeback | Whether one was filed, the date and the outcome |
| Return tracking number | From your receipt when shipping the return |
| Who placed the order or return | You, a family member, an employee, etc. |
STEP 4. Look back for returns that would be hard to explain
Because the criteria are not published, check whether you can explain your returns yourself from the following angles.
- Does the return reason match the item's actual condition?
- Have you had a string of multi-size orders or returns of opened items? If so, can you explain the circumstances of each one?
- For the same order, have a return, an A-to-z Guarantee claim and a chargeback overlapped?
For how to organize things when you have been told of an order-related violation, see also how to check an order violation on a buyer account.
Which notice did you receive? How to tell the five types apart
A "restriction" can mean many different things depending on the message you receive. If you mistake one type for another, you may lose time on the wrong procedure or end up opening a link in a fake email.
| Type of notice | What happens | Next step |
|---|---|---|
| "Restricted to purchasing digital content only" (wording as reported by users) | Users report that it stated all other orders would be canceled automatically and refunded if already charged. Some also report that the reason given was "violation of policies on returns and refunds" | Save the original message and contact Amazon through "Contact Customer Service" (カスタマーサービスに連絡) |
| Account on hold | A temporary measure due to unusual payment activity. All services, including Prime, Music and Kindle, are suspended | Check the notice, sign in, fill out the form and attach the required documents |
| Request for documents | A request for identity verification and legal compliance. You may not be able to access your account until verification is complete | Compare the email with the official help pages, then submit |
| Account suspension or closure | Under the terms, if a violation or similar conduct is reasonably suspected, Amazon may refuse service or suspend the account without notice (the official help pages do not explain what happens to the buyer account itself when Amazon closes it) | Check the reason and instructions, save as much history as you can access, and then contact Amazon |
| Fake email claiming an "account restriction" | Tries to get you to enter account or card information on a fake site | Do not open any links and do not enter anything |
The wording in the first row cannot be confirmed on the official help pages; it comes from user posts on Q&A sites. The actual wording may differ, so check the original message you received. Also note that the steps for releasing a "hold" are a payment-related procedure, not a procedure for lifting a restriction imposed because of returns.
First confirm that the message is genuine
In January 2026, a fake email with the subject line "【Amazon.co.jp】手続きのご案内（アカウント制限）" ("[Amazon.co.jp] Instructions for next steps (account restriction)") was reported in the news. Subject lines can change, so it is important not to judge by the subject line alone.
- Instead of using the link in the email, open the website or app yourself and check whether the same message appears in the Message Center (メッセージセンター)
- For messages you cannot judge, verify them by sending them through the dedicated form on the official help pages or by forwarding them to verify@amazon.co.jp
- Messages that create a sense of urgency, ask for personal information, or ask for payment outside Amazon or in gift cards are described as warning signs of impersonation
It is also a good idea to check your spam folder and make sure your registered email address is still working. For narrowing down why an account cannot be used, see also steps to check when your buyer account cannot be used.
What to do when you receive a restriction notice
When a notice arrives, do not rush into anything. Work through the steps below in order.
STEP 1. Confirm it is genuine and save the original
After confirming that the same message appears in the Message Center, save the full text of the notice and write down the date and time you received it, the reason stated, the action requested and whether there is a deadline. Also check Your Orders to see whether any orders that had not yet shipped were canceled.
STEP 2. Check what you can still use
The official help pages do not explain whether purchased digital content, gift card balances, points or posting reviews remain available during a restriction. Check what the notice says and what Your Account shows, and ask Amazon about anything that is unclear. Note that if it is a payment-related "hold," all services, including Kindle, are suspended.
STEP 3. Do not close the account yourself
Amazon explains that if you close your account yourself, you will no longer be able to access your order history or print receipts, and your Amazon gift card balance can no longer be used. A closed account cannot be restored. The impact also extends to related accounts and services linked to the same email address and password. The points to check are summarized in checks before closing a buyer account.
STEP 4. Contact Amazon through "Contact Customer Service"
The official help pages do not list a dedicated channel for appealing restrictions imposed because of returns. First follow the instructions in the notice. If there are no instructions or you do not understand the content, contact Amazon by chat or phone (by requesting a callback) through "Contact Customer Service." Do not use phone numbers posted on Q&A sites or elsewhere.
When you contact Amazon, share the facts from your review and the points you want to confirm, not a guessed-at return threshold. Below is a sample of how you might phrase it (this is a hypothetical example, not a real case). Always replace the numbers and circumstances with the results of your own review, and do not write anything that is untrue or that you have not verified.
I received a notice stating that my account has been restricted to purchasing digital content only (received on [month]/[day]). I reviewed my recent returns: two were unused clothing items that did not fit (requested as customer reasons), and one was an item that arrived damaged (requested as defective). All were shipped back within 30 days of delivery, with their tags and accessories included.
I would like to confirm the specific reason for the restriction, which services I can use during the restriction, and what I should be careful about going forward. I will provide any information you need.
Keep your chat transcripts, the dates and times of your calls and the information you were given, together with your review table.
What not to do
- Creating a new account to get around the restriction: Recreating an account to avoid a restriction or suspension may be judged a violation of the terms or fraudulent activity, so do not do it. Under the terms, Amazon can refuse service or suspend accounts in such cases. Selling accounts are also limited to one per region you sell in, unless you have a legitimate business reason and all of your accounts are in good standing (Seller Code of Conduct). The help page guidance to "Create a new account" refers to cases where you closed your own account, and does not justify evading an action taken against you.
- Giving a false return reason or claim, or filing multiple claims for the same order: You may not be refunded, or you may be charged again. A false A-to-z Guarantee claim may be subject to criminal penalties, and if you also file a chargeback, you cannot receive a refund through the guarantee.
- Repeatedly requesting a return "just in case" and canceling it later: Returns can be canceled from "Check return status" (返品状況を確認), but how this affects Amazon's assessment has not been disclosed. Submit a request only once your reason is settled.
What sellers should know: how buyer and selling accounts relate
The current registration guide for selling accounts tells you to register with an email address different from the one used for your Amazon buyer account, Amazon Business or Amazon Pay. However, if you already have a Brand Registry, Amazon Ads or Vendor Central account, you are asked to register your selling account with the same email address and password as those accounts so that access can be synced. The official help pages do not explain whether a restriction on a buyer account affects a selling account, so this cannot be stated definitively. If you are about to register, it is safest to keep them separate.
Points for sellers to review
- Are you using separate email addresses for buying and selling? If you are already operating a selling account with the same email address, do not create a new selling account or close your buyer account (Amazon explains this also affects your Seller Central data) in order to separate them. First contact Amazon through Seller Central to confirm
- Are business purchases and personal shopping mixed together? If so, can your records show whether each return was for business reasons or personal ones?
- Have you fallen into a practice of buying items on your buyer account for sourcing or product research and then returning them in bulk because you no longer need them after checking? If you do return them, are you following the return conditions and choosing the right reason?
- Are you sharing your buyer account with employees? Under the terms, managing your password and restricting access are your own responsibility, and so is any activity on that account. If you share it, make sure your records show whose order or return each one was, and consider whether to stop sharing
The FAQ in the registration guide suggests that if you cannot log in to Seller Central (セラーセントラル), you should check whether you registered with the email address used for your buyer account, Amazon Pay or Amazon Business, and try those addresses as well. For narrowing this down, see steps to check login for buyers and sellers; for how to read a suspension or closure notice sent to your selling account, see the difference between seller account suspension and closure.
Also review how you handle returns you receive
The buyer-side process is also useful for checking your own return handling. Make sure the "Returns and refunds" information on your profile page and your steps up to issuing a refund are consistent with the 48-hour and 7-day timelines described above. You can see how buyers' A-to-z Guarantee claims and similar actions show up in seller-side metrics in how to review your Order Defect Rate.
Frequently asked questions
Q. Do orders and returns placed by family members on the same account count as part of my history?
A. The Conditions of Use state that you are responsible for any activity under your account and password. Amazon has not disclosed whether it distinguishes family members' activity when making decisions, so record it in the "Who placed the order or return" column of your review table so that you can explain the circumstances when you contact Amazon.
Q. My refund is slow. Can I ask my card issuer for a refund?
A. First check whether the typical refund timeline has actually passed. For credit cards, the official help pages explain that depending on your card issuer's billing cycle, you may be charged first and then refunded in a following month, so do not judge based on your card statement alone. For items from a seller, the right order is to check the steps for contacting the seller and for the guarantee before considering a chargeback.
Q. Isn't there a legally mandated return period for mail-order purchases?
A. There is no cooling-off system for mail-order sales. The Act on Specified Commercial Transactions does provide for withdrawal or cancellation within 8 days of delivery, but if the seller displays a special return policy in its advertising (for internet sales and similar, it must also be shown on the final order confirmation screen), that policy takes precedence. If you withdraw or cancel under this provision, the buyer pays the return shipping. Returns on Amazon are, as a rule, handled according to the "Return and exchange conditions" on the official help pages and each seller's return conditions. For individual disputes, consider consulting a consumer affairs center or a lawyer.
Q. If my buyer account is restricted, will my selling account be stopped too?
A. The official help pages do not explain how a restriction affects your selling account, so it cannot be stated definitively either way. Note that, according to the Japanese help pages, if you close the buyer account created when you registered your selling account, or if that buyer account is closed for a policy violation, you can no longer sign in to your selling account. Check the notices and messages you receive in Seller Central, and contact Amazon through Seller Central about anything that is unclear. Even if your buyer and selling accounts are linked by the same email address, do not create a new account or close either one on your own judgment.
Q. Can I appeal a notice that cites "violation of policies on returns and refunds"?
A. For buyer account restrictions, the official help pages show neither an appeal procedure like the one for selling accounts nor a dedicated channel. If the notice gives instructions for a procedure, follow them; if not, contact Amazon through "Contact Customer Service" as described in STEP 4 above, and share the facts from your review and the points you want to confirm. Note that this wording of the reason comes from user reports, and we have not been able to confirm it on the official help pages. If you are being asked on your selling account to explain your reasons for refunds or payments to buyers, see what to do when asked to justify refunds and payments.
Q. If my orders keep getting canceled, will my account be restricted?
A. No threshold has been published for the number of cancellations that leads to a restriction. However, under the Conditions of Use, Amazon may, at its discretion and without notice, cancel orders, suspend accounts and so on even when improper conduct is reasonably suspected. Rather than counting your cancellations, be ready to explain the type of and reason for each one, such as whether you canceled it yourself or the payment deadline passed. For how to sort them, see how to check an order violation on a buyer account.
Summary
There is no published limit on the number of returns, but under the terms, restrictions may be imposed without notice if improper use is suspected. Rather than worrying about the count, what matters is returning each item correctly and being ready to explain every return.
- Before ordering, check the size chart and specifications; before returning, check the deadline, whether the item is returnable, whether the reason matches the condition, and who shipped it
- Take stock of your history and put it in a table with one row per order
- Confirm in the Message Center that a notice is genuine, and identify its type before acting
- Do not combine a guarantee claim with a chargeback, do not close your account yourself, and do not get around restrictions with a new account
- Sellers should check how their buyer and selling accounts relate (without recreating or closing accounts on their own judgment) and also review their own return handling
If you are concerned about how to read a notice or about the impact on your selling account, consider organizing your situation and consulting a specialist early.
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Further reading
Distinguishing Amazon seller account suspension from closure: notices and reinstatement inquiries Read article → 
Navigating Amazon returns: from the request to return shipping and refund checks Read article → 
When you cannot use your Amazon buyer account: checking the reason for a suspension or temporary suspension and preparing a support inquiry Read article →