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This article applies to selling in: United States

About A-to-z Guarantee

The Amazon A-to-z Guarantee protects customers when they purchase items sold and fulfilled by you directly. Our guarantee covers both the timely delivery and the condition of items you sell. If customers are unsatisfied with either, we enable them to report the problem to us via a self-service experience or via a call to Customer Service. In both cases, we ensure customers are eligible to file a claim as per the guidelines mentioned on the A-to-z Guarantee page.

Note: Customers are not required to contact you before filing ‘Not Received’ claims, but we encourage customers to first submit a return request before filing ‘Materially Different’ claims. If you fail to take action on a return request within two calendar days, customers may file a ‘Materially Different’ claim.

Once a claim is filed, it is investigated by our team of specialists. In case we need more information from you before making a decision, we will reach out to you to Represent an A-to-z Guarantee claim. If you fail to represent your side within three calendar days, we will grant the claim in favor of the customer and debit your account for the claim amount.

Note: We do not always reach out to you to represent your side of a claim, but if we do reach out to you during the investigation, we hold you accountable to respond within three calendar days.

Once a claim is decided, we inform both you and the customer via email. We will debit your account for claim amounts and your Order Defect Rate (ODR) may be negatively impacted.

If a claim is decided in the customer’s favor and we’ve debited the amount from your account, you have an opportunity to Appeal an A-to-z Guarantee claim within 30 calendar days of the decision. If you win the appeal, your account will be credited for the claim amount and the claim will no longer affect your ODR.

You can manage all your claims on the A-to-z Guarantee Claims page under the Performance menu.

How to prevent claims

To prevent claims, we suggest you follow these best practices:

  1. Shipping
    • Purchase tracking for all shipments. Tracked shipments enables a good customer experience by allowing customers to see the status of their shipment without needing to contact you. Failure to provide tracking affects your Valid Tracking Rate and negatively affects your chances of winning a claim.
      Note: If you purchase Amazon Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your ODR.
    • Purchase signature confirmation for high value shipments. High value shipments may warrant purchasing signature confirmation with tracking so customers can feel protected. It is up to you to determine the threshold of a high value shipment.
    • Confirm shipments on time. It's important to confirm the shipment of orders by the expected ship date so that customers can see the status of their shipment without needing to contact you. Failure to ship on time affects your Late Shipment Rate and negatively affects your chances of winning a claim.
  2. Products
    • Describe products accurately and provide clear images. This eliminates confusion over what customers expect to receive. Your products must match the correct ASIN and you must assign the correct condition. For more information, see Condition guidelines.
    • Promptly cancel any out-of-stock orders. Email customers to let them know why you cancelled their orders so they are not waiting for their items to arrive.
  3. Customer Service
    • Respond to customers within 24 hours. If customers reach out to you, respond promptly to ensure a good customer experience. If a customer is requesting a return, direct the customer to submit a return request. Failure to respond within 24 hours affects your Late Response Rate and increases the chances of a claim being filed.
    • Refund customers proactively. If customers contact you for a refund, promptly refund to avoid customers filing a claim.

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