We are making two changes to the A-to-z Guarantee Seller response policy to help in providing customers with a positive and timely post-order experience.
What is changing?
- In the event that a customer files a claim and you have not provided a response to the customer’s contact, we will grant the claim and debit your account.
- We no longer require that you ‘Respond to Amazon,’ when a claim is filed. Our team will review it using the information provided by both you and the customer leading up to that point to make a decision.
To help you avoid any potential or unnecessary A-to-z Guarantee claims, we will continue to ensure that customers either contact you or submit a return request 48 hours prior to being eligible for an A-to-z Guarantee resolution.
If you wish to dispute a claim then we still provide you with 30 calendar days to file an appeal and provide new information for the investigation.
All customer return requests can be found on the Manage Returns page, and all customer contacts in the Buyer-Seller Messaging Service. Learn more about how you can prevent A-to-z Guarantee claimshere.