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This article applies to selling in: United States

Represent an A-to-z Guarantee claim

We may reach out to you to represent your side of a claim in cases where we need more information from you before making a decision. If you fail to represent your side within three calendar days, we grant the claim in favor of the customer and debit your account for the claim amount.

To represent your side of a claim:

  1. From the Performance menu, select A-to-z Guarantee Claims.
  2. In the Action Required tab (which opens by default), select Represent to Amazon.
  3. Enter your representation details in the text box and include any information that may help us learn more about the situation.
  4. Click Submit.

Claims can take up to one week to investigate. We may reach out to you at any time during our investigation, in which case we hold you accountable to respond within three calendar days.

For more information about claims, refer to About A-to-z Guarantee.

Note: The A-to-z Guarantee policy is different for Amazon Pay transactions. Please review the Amazon A-to-z Guarantee for Merchants on the Amazon Pay website.
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