If Amazon returns are not being created in your system, this may be due to a missing or incorrect link between the sold item and the Amazon SKU.

Cause: Missing Amazon SKU

To ensure that PlentyONE can correctly link and import a return,  an Amazon SKU must be assigned to the item in the original order.

If there is no matching Amazon SKU saved for the item at the time of the return, Amazon cannot identify the item. As a result, the return will not be created in the system.

Solution: Manually check and set SKU

To ensure that future returns are processed correctly, you should check the SKUs for your variations:

1. Go to Item » Items » [Open variation].

2. In the SKU section, check whether an SKU is saved for the referrer Amazon and the correct Account.

3. If not, add the SKU manually to ensure that future orders and their potential returns are assigned correctly.

Important: Changing the SKU for items that are currently being sold may result in Amazon no longer recognising the items. Therefore, make sure that the SKUs in PlentyONE exactly match those in your Amazon Seller Central account.