In our continuous efforts to improve the customer experience, Amazon has updated the A-to-z Guarantee claim policy.
To help you avoid any potential or unnecessary A-to-z Guarantee claims, we ensure that customers first submit a return request in the Online Return Center and wait 48 hours for your response prior to being eligible to file a claim. We will now also require that you provide a response to this return request.
You can see your outstanding return requests on the Manage Returns page in Seller Central. In the event that a customer files a claim and you have not provided any response to the return request within 48 hours, we will grant the claim and debit your account for the claim amount. If you believe we took that action in error, please submit an appeal here https://sellercentral.amazon.com/gp/help/G202041210.
Learn more about how you can prevent A-to-z Guarantee claims here https://sellercentral.amazon.com/gp/help/CRVNRBZBVGBK543