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: