A detailed guide about A-to-z Claims


#1

Since there are so many forum topics and posts about sellers having a difficulty with responding to A-Z claims and winning them, I decided to make a thread with detailed instructions how to properly represent your case in different situations and have any claims closed in your favor. Everything is based on my own experience gained after handling hundreds of A-Z claims per year.

The most important factor when determining how to respond to an A-Z claim is the claim title. There are 2 main types:

  • “Items Not Received”
  • “Items Not As Described”

There also used to be an option of opening a claim with no title at all or a claim type “Order Returned”, but since I haven’t seen them for a few months, I am assuming that Amazon is no longer allowing them.

You should know, that buyers (or Amazon Customer Support) are often selecting the incorrect claim title and mentioning a completely different issue in the claim comments, therefore making it difficult to submit a proper response.

Also, buyers are able to appeal the claim decision and update their story anytime. For example by claiming that the item arrived damaged after losing an “Items Not Received” claim or by stating that the goods were never received when being asked by Amazon to return them in order to get their money back.

For this reason, my claim representations almost always address the second claim type as well, to ensure that Amazon will not simply refund the buyer after the story gets changed.

They are written in a very clear, polite language to ensure that overseas Amazon reps will understand them. There are no accusations or insults towards Amazon or buyers. I am simply standing my ground. This 100% works, without any need to submit proof pictures, videos, contact the Seller Support or report the buyers.

”Items Not Received” A-Z claims

While in the past, sellers used to be able to win these claims or at least have them funded by Amazon with just tracking, Amazon has recently gotten a lot stricter and is in most cases of non-receipt complaints requesting sellers to provide a proof of delivery with the buyer’s signature.

So even if you respond properly, the claim might bounce back as requiring a response and end up being granted and Seller Funded.

The only guaranteed way how to win them is having a tracking link showing delivery + pdf file with the buyer’s signature. A tracking link showing delivery with a signature of the addressee will be often sufficient, unless the buyer appeals.

This is the current policy:

Here are some example situations with my response templates (click on each link to expose the claim representation):

- Buyer claiming non-receipt and seller has the signature proof of delivery

“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing delivery and signature). According to the order’s tracking information, the package was delivered to the correct address on (date) and signed by (name). Please close this claim since the order was already delivered. Thank you.”

- Buyer claiming non-receipt and seller has just tracking

“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing delivery). According to the order’s tracking information, the package was delivered to the correct address on (date). Please close this claim since the order was already delivered. Thank you.”

- Buyer claiming non-receipt and the shipment was delayed in transit

“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing the status of the shipment). According to the order’s tracking information, the package is currently still in transit to the buyer, due to postal delays caused by (enter what is appropriate - bad weather, postal strikes, etc.). The order will be delivered to the buyer in a few days.”

- Buyer claiming non-receipt and the package is awaiting collection at the post office

“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing the shipment’s status). According to the order’s tracking information, the delivery was attempted to the correct address on (date). After repeated unsuccessful delivery attempts, the package was left at the buyer’s local post office (name/address). The buyer can collect his package anytime. In case that the package gets refused or returned back to the sender, I will issue a full refund as soon as I receive it back. Please close this claim since the package is awaiting collection at the buyer’s post office and I am unable to refund without receiving it back. Thank you.”

- Buyer claiming non-receipt after selecting Expedited/Premium Delivery at checkout without noticing the extra cost and then refusing/not collecting the package, hoping to get a full refund

“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing the status of the shipment). According to the order’s tracking information, the delivery was attempted to the correct address on (date), however the addressee refused the package. Since the package was returned, I refunded the buyer the full product price. Expedited/Premium Delivery was selected at checkout and this charge won’t be refunded. Please close the claim since I have already refunded the buyer and there has been no error on my part, as the buyer refused the delivery of the package. Thank you.”

- Buyer claiming non-receipt and seller shipped a replacement

“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing the status of the shipment). According to the order’s tracking information, the package (was lost/ delivered / returned back to sender, etc…). The buyer contacted me on (date) and stated that she didn’t receive her order. I immediately responded to the buyer and promised to send her a new package as a replacement. So I shipped a new package as a replacement with tracking number (xxxx) by carrier (carrier name), which [will be delivered to the buyer after weekend/ was already delivered on (date)]. I did not receive any response to my messages. I think that the buyer opted out of the Amazon messaging. The Amazon customer service opened an A-Z claim, despite I already shipped a replacement and mentioned it in a message. Please contact the buyer and tell her that the replacement was already (shipped/delivered) and that the tracking number is (xxxx), it can be tracked on this link: (tracking link showing status of the shipment) and ask her to cancel the claim. Thank you.

- Buyer claiming the receipt of an empty box - “Items Not Received” claim title

“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The items, which I shipped were in the correct quantity and exactly as described in the listing. The shipment can be tracked on this link: (link to online tracking showing delivery and signature). According to the order’s tracking information, the package was delivered to the correct address on (date) and signed by (name). The tracking information doesn’t show any damage or loss of contents during transit. If the buyer isn’t satisfied with his order, it is possible to return it for a refund. Please close this claim since the order was already delivered. Thank you.”

- Buyer claiming that only a part of order was received after ordering multiple items

“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The items, which I shipped were in the correct quantity and exactly as described in the listing. The shipment can be tracked on this link: (link to online tracking showing delivery and signature). According to the order’s tracking information, the package was delivered to the correct address on (date) and signed by (name). The tracking information doesn’t show any damage or loss of contents during transit. If the buyer isn’t satisfied with his order, it is possible to return it for a refund. Please close this claim since the order was already delivered. Thank you.”

- Buyer claiming that items were not as described - “Items Not Received” claim title

“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The items, which I shipped were exactly as described in the listing. The shipment can be tracked on this link: (link to online tracking showing delivery and signature). According to the order’s tracking information, the package was delivered to the correct address on (date) and signed by (name). The tracking information doesn’t show any damage during transit. If the buyer isn’t satisfied with his order, it is possible to return it for a refund. Please close this claim since the order was already delivered. Thank you.”

- Buyer claiming that the order arrived late - “Items Not Received” claim title

“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing delivery and signature). According to the order’s tracking information, the package was delivered to the correct address on (date) and signed by (name). If the buyer no longer needs his order, it is possible to return it for a refund. Please close this claim since the order was already delivered. Thank you.”

*Applies to Amazon USA only:

- Buyer claiming non-receipt and the shipping was purchased from Amazon

“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing delivery and if applicable signature). According to the order’s tracking information, the package was delivered to the correct address on (date). The shipping was purchased from Amazon and according to the Amazon’s policy regarding Buy Shipping Services, Amazon will cover any non-receipt claims regarding shipments sent using their service. Here is the Amazon’s Buy Shipping Policy addressing A-Z claims: “If you purchase Amazon’s Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your Order Defect Rate.” Link to the policy: https://sellercentral.amazon.com/gp/help/help.html/?itemID=G200202220. Please close this claim since the order was already delivered and the shipping was bought from Amazon. Thank you.”

- Buyer claiming non-receipt after refusing a package shipped using Amazon’s Buy Shipping Services, which was then lost in transit

“Hello, the order was shipped on (date) with tracking number (xxxxxx) by carrier (carrier name). The shipment can be tracked on this link: (link to online tracking showing the shipment’s status). According to the order’s tracking information, the delivery was attempted to the correct address on (date), however the addressee then refused the package and it got lost on it’s way back to the sender. The shipping was purchased from Amazon and according to the Amazon’s policy regarding Buy Shipping Services, Amazon will cover any non-receipt claims regarding shipments sent using their service. Here is the Amazon’s Buy Shipping Policy addressing A-Z claims: “If you purchase Amazon’s Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your Order Defect Rate.” Link to the policy: https://sellercentral.amazon.com/gp/help/help.html/?itemID=G200202220&ref=ag_G200202220 Also, Amazon’s policy states that refusing a package isn’t a way to return the item and in a case like this, the buyer would not be covered by the A-Z guarantee. Here is the text of the policy: “If a package doesn’t arrive and you don’t use a trackable method to return or if you refuse the shipment as a method of return, we may not be able to cover you under the A-to-z Guarantee.” Link: https://www.amazon.com/gp/help/customer/display.html?ie=UTF8&nodeId=15015721 . Please close this claim without debiting my account, since the shipping was purchased from Amazon and the package got lost after buyer refused the delivery. Thank you.”

”Items Not As Described” A-Z claims

These claims are very easy to win, regardless if the items were shipped tracked or not. However, the outcome is very dependent on the way, how a seller handles his return requests.

All return requests should be processed (either denied or accepted) within no more than 48 hours. Eligible returns (requested within the Amazon’s 30days mandatory return period) need to be authorised, regardless of the category. Out of policy return requests can be denied.

The most common mistake, which inexperienced sellers make is demanding the buyers to supply proof pictures or explain why are they are asking for a return. Some sellers will dispute the return reason selected by the buyer and call the Seller Support, expecting assurances that they are within their rights to refuse the request. This is often followed by an A-Z claim with a full refund to the buyer.

Also, once a return is authorised, there is no room for any negotiations with the buyer. They are within their rights to return the items.

Once items are returned, the seller should carefully inspect the merchandise and in case that it arrived back in a different condition than sent, it is possible to withold a restocking fee of up to 50%. Restocking fees of up to 20% can be applied on all returns, regardless of the condition.

Here are the Amazon Guidelines for charging restocking fees:

https://sellercentral.amazon.com/gp/help/help.html?itemID=201725780&language=en_US&ref=ag_201725780_relt_G201725710

A very important thing is also knowing how to handle returns for orders placed on different Amazon marketplaces.

The seller is always required to either provide a local return address, pre-paid return label (to have the items returned to his own country) or refund the buyer in full, without requesting the merchandise to be returned.

Here are some example situations with my response templates (click on each link to expose the claim representation):

- Buyer claiming that items were not as described, without ever contacting the seller

“Hello, the order was delivered to the buyer on (date) according to the order’s tracking number (xxxxx) by carrier (carrier name). The items which I shipped were exactly as described in the listing. The buyer never contacted me to say, that there is anything wrong with the items. According to the Amazon policy, it is possible to return the order for a refund within 30days past delivery. I will issue a refund as soon as I receive the items back.”

After you respond with this, Amazon will e-mail you and ask you to e-mail the buyer with CC to A-Z guarantee and provide return instructions (just the return address is enough, no pre-paid return label is necessary). Then the claim will get denied.

- Buyer claiming that items were not as described after requesting a return, without returning the items or providing a tracking number as proof of shipping anything back

“Hello, the order was delivered to the buyer on (date) according to the order’s tracking number (xxxxx) by carrier (carrier name). The items which I shipped were exactly as described in the listing. A return was requested on (date) and authorised immediately, however nothing was returned and no return tracking information provided. I will issue a refund as soon as I receive the items back. Thank you.”

- Buyer claiming that items were not as described after the returns period has already expired

“Hello, the order was shipped on (date) with tracking number (xxxx) by carrier (carrier name). The items were exactly as described in the listing. According to the order’s tracking information, the order was delivered on (date). The buyer never contacted me to say that anything is wrong with the items and didn’t request a return within the Amazon’s 30days return policy. A return request was opened on (date), which was denied for being “out of policy” as it was opened (xx) days after delivery. Please close the claim since this order is no longer eligible to be returned. Thank you.”

- Buyer claiming that the shipping cost/price was too high and requesting a partial refund without a return

“Hello, the order was shipped on (date) with tracking number (xxxx) by carrier (carrier name). The items were exactly as described in the listing. According to the order’s tracking information, the order was delivered on (date). The buyer never contacted me to say that anything is wrong with the items, but complained that the shipping cost/price is too high. The cost was displayed at checkout and the buyer agreed to it by placing the order. If the buyer isn’t satisfied with his order, it is possible to return it for a refund within 30 days past delivery. I will refund the buyer as soon as the items are returned. Thank you.”

After you respond with this, Amazon will e-mail you and ask you to e-mail the buyer with CC to A-Z guarantee and provide return instructions (just the return address is enough, no pre-paid return label is necessary). Then the claim will get denied.

- Buyer claiming that items were not as described and demanding a full refund/ free item without a return

“Hello, the order was shipped on (date) with tracking number (xxxx) by carrier (carrier name). The items were exactly as described in the listing. According to the order’s tracking information, the order was delivered on (date). The buyer contacted me to say that he is not satisfied with his order and demanded (xxxxx) without a return. According to the Amazon policy, it is possible to return the order for a refund within 30 days past delivery. I will refund the buyer as soon as the items are returned. Thank you.”

After you respond with this, Amazon will e-mail you and ask you to e-mail the buyer with CC to A-Z guarantee and provide return instructions (just the return address is enough, no pre-paid return label is necessary). Then the claim will get denied.

- Buyer demanding the remaining order cost to be reimbursed after only getting a partial refund due to being charged a restocking fee

“Hello, the order was delivered to the buyer on (date) according to the order’s tracking number (xxxxx) by carrier (carrier name). The items which I shipped were exactly as described in the listing. A return was requested on (date) and authorised immediately. The return was received on (date) and immediately processed with a refund of (amount). A partial refund was isssued due to a 50% restocking fee, which was applied because the items were returned without the original packaging and heavily used, in unsellable condition. Please close this claim since the return was already processed with a refund issued according to the Amazon Guidelines for charging restocking fees - https://sellercentral.amazon.com/gp/help/help.html?itemID=201725780&language=en_US&ref=ag_201725780_relt_G201725710 . Thank you.”

- Buyer claiming that items were not as described and demanding a refund after shipping the return, return package was not delivered/returned back to the sender due to buyer shipping it to incorrect address

“Hello, the order was delivered to the buyer on (date) according to the order’s tracking number (xxxxx) by carrier (carrier name). The items which I shipped were exactly as described in the listing. A return was requested on (date) and authorised immediately, however nothing was returned. The return tracking information provided by the buyer shows that the package was shipped to an incorrect address and then returned back to the sender. I will issue a refund as soon as I receive the items back. Thank you.”

International buyer demanding his import duties to be reimbursed

”Hello, the order was delivered to the buyer on (date) according to the order’s tracking number (xxxxx) by carrier (carrier name). The item which I shipped was exactly as described in the listing. The buyer never contacted me to say, that there is anything wrong with the item. He/she contacted me on (date) to request a refund of their import duties. According to the Amazon policy, the international buyer is responsible for any import duties and the seller is not required to refund them. It can be found on this link: https://www.amazon.com/gp/help/customer/display.html?nodeId=201910420. I explained that these extra costs will not be refunded as they are not the seller’s responsibility and offered to return the item for a refund. I will refund the buyer as soon as the order is returned. Thank you”

These are the most common claim types but if you encounter any other situation or if I missed anything, feel free to let me know and I will add it along with an appropriate claim representation.


Package delivered, claimed box was empty, cx wants full refund
After 30 days wants a refund
Does Amazon still cover you in Item Not Received A-Zs claims?
Buyers can keep product, not contact seller and Amazon gives them money?
A-to-Z claim appeal help, please
Your A-to-z Claims questions answered
Processing Returns for Customer Who Don't Open Returns
Buyer claims A-Z to Amazon before contract me
Buyer claims item not received, tracking shows delivery; Buyer has filed A-Z Claim and now Amazon wants "proof of delivery". What is a seller expected to do?
Customer return out of policy then comes A to Z claim and reason for return has also changed. Please help!
Return Fraud
Out of Policy a-z
Customer Filing an A-Z because they had to clean and blow a video game
A-Z Claim on 'Not Delivered Item'
Amazon support team unprofessional attitude! Insane AZ!
A-Z Claim: Buyer disputing Custom Fees at 90-day Mark
A to z claim
A to z
A to Z Guarantee Claim Scam?
Restocking fees leading to a-z claims and negative seller feedback
Customer reports receiving different item than one ordered. FBA
Amazon auto granting A-Z claims without allowing representation?
Help with how to defend A-Z claim?
A-Z INR Lost, Due To Not Responding To Email Request, Appeal?
Buyer claims not received, found another item a month ago he claims not received
Where "Your A-to-z Claims questions" answered?
Selling Rant
Amazon Censorship? Sorry, you don't have access to that topic!
Strange A-Z - Amazon email says it counts against us even though buyer filed it while return in transit
Strange A-Z - Amazon email says it counts against us even though buyer filed it while return in transit
Wrong item?
Buyer didn't return merchandise
A to Z on auto return we never received item back
Drop Shipper Return - Docs from Walmart Sale to Different Recipient
A-z claim in 120 days after purchasing
A-Z Claim filed for no good reason. What to do now? Please Help!
Return request after 30 days
A-Z Claim Decision Against Me
Question about an A-Z Claim on out of policy return
Question about INR claim
Customer Returned Wrong Product
Scam Buyer?
A-Z Claims- Is it even possible to win?
INR Notification
What happens when A-Z claim is initiated by the customer?
INR case closed without giving us a chance to respond
A-Z claim decision made without representation? How to appeal
USPS Tracking says delivered, customer says they never got it
Monitor Sale Gone Wrong
Amazon does horrible job explaining or allowing A to Z claims
Amazon grant AZ claim of their own system failure!
A to Z problem
AtoZ opened after second order INR claim
Buyer blackmails for getting free products
Help! How Do I Respond to this A-Z claim?
Help with Az Claim
How to deal with malicious fraud Return?
A to Z claims on high value commercial equipment
您的亚马逊商城交易保障索赔问题
A-Z Claim - How to Defend?
Seller Beware ! A-Z Claims department help
Amazon's A to Z team is a faceless, voiceless, band of thugs
#2

I just had an order returned A-Z claim that I of course successfully defended because we never received the returned purchase and the buyer could not provide proof of a returned package.


#3

@AngelicPretty This is super helpful! Thanks for taking the time to do it for us less experienced! TJ


#4

Thank you for taking the time to pass along very detailed and good advice.


#5

I don’t understand why Amazon asks me for proof of delivery tracking when I buy shipping through the Amazon website.
Then, when customers say the package was not delivered even though tracking says it was they want me to refund the buyer.
Doesn’t make sense to me. I think I maybe being scammed every time this happens.


#6

And I have just lost claim , held responsible and amount refunded without returning the product by buyer. Customer raised the request received early than expected. Really strange no, I used expedite service update everything on panel delivered in just 3 days from the day of order.
Customer raised the return request which got auto approved by amazon mentioned the reason " Received earlier than expected ". I said ok , return the product for refund.
Very next day customer raised A-to-Z claim stating product not delivered. Have shared the proof of delivery of fedex and tracking details. Amazon doesn’t have say why they refunded .
Appealed - They said we understand your situation but we are stand by our decision and no further information they will provide about the claim.

Raised the ticket with SS team to understand the claim , they agreed their mistake and still its been more than 7 days hardly any bothers and everytime they close the case and I have to create new ticket.


#7

Thank you for the information and form letters. Very helpful, even for someone who has been here awhile!

Through The Stacks LLC


#8

Thank you so much for taking the time to share this helpful information!


#9

If you didn’t buy shipping b through amazon and don’t have signature there is a good chance of losing a-z. Angelicpretty is giving best practices but her techniques aren’t guaranteed to work. I’m not sure why she has titled how to win all claims and at least once says some things work 100%.


#10

This is great information. How do I save this?


#11

Copy and paste into word. Or bookmark.


#12

This is why you lost the claim.
The customer opened the claim as INR.

If you purchased postage from Amazon then that is how you should have defended the claim.
And if it was an SFP order then it would still have to have had signature confirmation to win.


#13

This might be better:
A detailed guide on how to win all types of A-Z claims

Angelic, you could put out an E-book on this!


#14

You are correct that this should not be titled “How to win ALL A-Z claims”
It should have “A guide to winning A-Z claims.” PERIOD
Or possibly “A guide to representing a defense against A-Z claims”


#15

Question: When the buyer first contacts you stating INR, do you advise them to file an A-Z ?

As far as I can tell, A-Z is the only way Amazon will cover the refund (instead of seller). Is this correct?

Thanks!


#16

I just printed it to a pdf


#17

Absolutely NOT.
Let the buyer get to this point on their own.
I would never advise a buyer to file an A-Z claim.
I at a minimum try my best in helping the buyer in finding the missing package by at least contacting the buyers local post office.
I find that about 90% of these claims are a case of the carrier placing the package in a neighbors box by mistake and the package is delivered to the correct address within a few days.
Sometimes it is a case of a family member collecting the package and not telling the buyer.


#18

May be but it’s not always true.

SS already agreed their mistake and they have escalated it with the internal team. I am sure sooner or later it will be in my favor.


#19

Thank you so much !! Greatly appreciated…


#20

I spent some time deciding how to write the title. Also, it took me 2 days to write the entire guide.