posted June 4, 2021
On May 17, 2021, we announced a policy update about Automatic verification of customer A-to-z Guarantee Claims with proof of tracking. Automatic verification of claims does not change any existing A-to-z Guarantee Claims policies. Please see the following frequently-asked questions for additional information:
1. If I use Buy Shipping Services and ship the items on time, am I protected against A-to-z Guarantee Claims?
If you use Buy Shipping Services, existing A-to-z Guarantee Claims policies will apply. If you ship the items on time and respond to the Buyer-Seller message within 48 hours, you will be protected against any A-to-z Guarantee Claims filed if a customer reports a delivery issue.
If you ensure your shipment carrier has a pick up scan before the order ship-by date, you will not be penalized for delays caused by the carrier. Amazon will cover the cost of these A-to-z Guarantee Claims and they will not affect your Order Defect Rate (ODR).
2. Do customers no longer need to reach out to me before filing an A-to-z Guarantee Claim?
If tracking indicates the item was undeliverable, or was returned to you, then customers will not need to contact you in order to file an A-to-z Guarantee Claim, and the customer claim will be granted. If you disagree with the decision, you can always use the appeal mechanism and provide proof of delivery.
3. What is “proof of delivery”?
Proof of delivery refers to delivery confirmation from your carrier with the customer’s signature.
4. How will my Order Defect Rate (ODR) be impacted if an A-to-z Guarantee Claim was filed due to an item being lost or damaged by the carrier?
If an item is lost or damaged by the carrier and you have included tracking, the tracking will demonstrate that you were not at fault and your ODR will not be affected.
5. How do I get reimbursed for shipping costs?
6. How can I prevent A-to-z Guarantee Claims filed by customers due to delivery issues?
To prevent A-to-z Guarantee Claims filed by customers due to delivery issues, we recommend that you:
- Ensure your shipment carrier can pick up the item and scan the item before the order ship-by date.
- Confirm the item shipped on time and has a valid tracking number.
- Ensure deliveries are completed by the Maximum Estimated Delivery Date, or update the delivery date to manage customer expectations.
- Respond within 48 hours if you receive a Buyer-Seller message.
- If requested, provide Amazon with proof of delivery with the customer’s signature from your carrier in the Buyer-Seller messages within 48 hours.
If you want to appeal an A-to-z Guarantee Claim, you can contact us within 30 days of the decision and provide proof of delivery and/or proof of an alternate solution agreed to with the customer.
posted May 17, 2021
From May 24, 2021, we will automatically verify customer claims and offer refunds on your behalf, for specific scenarios where Amazon can verify package delivery using the tracking information provided during order confirmation. This update will simplify the A-to-z Guarantee Claims experience for you and your customers, and will help protect your Order Defect Rate (ODR).
How will this update improve my A-to-z Guarantee Claims experience?
Currently, you must respond to customer messages about delivery issues within 48 hours, review the issue, verify tracking, and refund the order amount to the customer (if eligible). If you do not respond in 48 hours, the customer is more likely to file an A-to-z Guarantee Claim, which may result in an account debit that would negatively impact your account health or ODR.
The automatic verification update will reduce the time and effort it takes to verify a valid claim. If the tracking information entered in Seller Central demonstrates that the customer claim is valid, we will issue a refund. We will carefully review all tracking information to protect you from unjustified claims.
How will automatic verification of Buyer A-to-z Claims work?
Some examples of Buyer A-to-z Guarantee Claims that can be automatically verified using proof of delivery include:
- Tracking shows that the package is refused and returned to you – If a customer refuses a package on delivery, and we receive tracking information indicating that the package is returning to you, we will automatically refund the buyer and debit your account for the claim amount. It does not impact your account health or ODR.
- Tracking shows that you have not shipped the package by the Ship-by date- If you have not shipped the package by the expected ship date, or you have not confirmed the shipment on Seller Central, we will automatically refund the buyer and debit your account for the claim amount. It impacts your account health or ODR.
How will I be notified if Amazon resolves an A-to-z Guarantee Claim on my behalf?
If we make a claim decision and issue a refund on your behalf, we will send you a confirmation email to clarify the reason.
How can I appeal an A-to-z Guarantee Claim decision?
You will have 30 calendar days to submit an appeal if you disagree with our decision. The A-to-z Guarantee Claim decision confirmation email will include steps to appeal the decision or you can directly submit your appeals on the Manage A-to-z Claims page using link: https://sellercentral.amazon.com/gp/guarantee-claims/home.html/ref=xx_azclaims_dnav_home#/. You need to provide proof for us to re-investigate the claim, for example, proof that your product was delivered to the customer.
For more information on preventing claims, go to How to prevent A-to-z Guarantee Claims.