How to respond to an A-to-z Guarantee claim

If we determine that additional information is required during an A-to-z Guarantee Claim investigation, we will contact you via email with a request for more information and provide a Claim notification on your Seller Central homepage that requires your attention. This may include but is not limited to the following information:

• For delivery-related Claims: Dispatch method, proof of delivery, tracking number, customer’s delivery address, customer’s signature confirmation, and carrier details.
• For returns related Claims: Domestic return address, returns shipping details (such as a prepaid return label), and information about why a particular return request was closed (such as why it was rejected) and not authorized.
• Any correspondence between you and the customer that demonstrates your communication with the customer (including if the customer provided an acknowledgement of receipt of the order or indicated satisfaction with the transaction).

If you do not respond to our request for additional information within 72 hours, we will grant the Claim in favor of the customer, and your account will be debited for the Claim amount. If granted in favor of the customer, the Claim will reflect in your account health or order defect rate (ODR) metrics. Review our Order Defect Rate (ODR) help page for more information on how Claims impacts your account health.

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 better understand the Claim and your position on whether it should be granted.
   Note: The text box does not support attachments. Use Buyer-Seller Messages if you want to attach documents to send to the customer, and then state in your response that you have attached additional information (such as print on demand) in Buyer-Seller Messages.
4. Click Submit.

We encourage you to regularly check your email so you're aware of when you have to take action on Claims. Promptly respond to Claims to ensure a good customer experience. For more information on the impact of Claims, go to Order defect rate.

For information about how to respond to A-to-z claims covering property damage or personal injury caused by a defective product, go to A-to-z Claims Process for Property Damage and Personal Injury.