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This article applies to selling in: United States

Respond to an A-to-z Guarantee claim notification

If we determine that additional information is required during a claim investigation, we will reach out to you through email and you must respond within three calendar days. If you do not respond to a claim notification within three calendar days, we will grant the claim in favor of the customer and debit your account for the claim amount.

To respond to a claim notification:

  1. From the Performance menu, select A-to-z Guarantee Claims.
  2. In the Action Required tab (which is the default tab), find the relevant claim and select Respond to Amazon.
  3. Enter your comments in the text box and include any information that may help us learn more about the claim situation.
  4. When you are ready, click Submit.

We encourage you to check your email often so that you are aware of when you need to take action on claims, as they are one of the components that impact your Order Defect Rate (ODR).

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

Note: The A-to-z Guarantee policy is different for Amazon Pay transactions.

You can review the Amazon A-to-z Guarantee for Merchants on the Amazon Pay website.

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