Want to learn more about Amazon’s policies? Check the news section of Seller Central every Tuesday for policy reminders that help us ensure all sellers and customers have a great Amazon experience.
We want to remind you about the most effective strategy to prevent unnecessary A-to-z claims and expedite their resolution.
When customers are not satisfied with an order, they can contact you to explain their concerns. Before filing an A-to-z claim, Amazon asks customers to use our standard channels for resolution. If the item was received, we ask the customer to start by filing a return request. If the item was not received, the customer is directed to contact the seller through Buyer-Seller Messaging.
When a customer contacts you through one of these channels about an order, it’s important to respond to their request within 48 hours.
If a customer files a claim after contacting you, Amazon will review the information previously provided to the customer, in addition to their feedback, to resolve the claim. You no longer have to submit that information to Amazon directly. If you would like to provide Amazon with additional information to resolve an A-to-z claim that you were not comfortable sharing with the customer, you can add that information to claims that are in Under Review status by clicking Respond to Amazon on the Manage A-to-z Claims page in Seller Central.
As always, if you disagree with the outcome of an A-to-z claim, you can appeal within 30 days by clicking Appeal Decision in Seller Central on the Manage A-to-z Claims page.
Visit our About A-to-z guarantee claims Help page to learn more.