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This article applies to selling in: United States

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 an A-to-z Guarantee 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, and carrier details
  • For returns related claims: Eligibility of return request, domestic return address, returns shipping details (like return label)
  • Proof of any correspondence between the buyer and you with an acknowledgement of receipt of the order and satisfaction with the transaction

If you do not respond to our request for additional information within 48 hours, the claim will be granted in favor of the buyer, and your account will be debited for the claim amount. This Claim will reflect in your account health or order defect rate (ODR) metrics.

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.

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 that the text box does not support attachments. If you have to attach any documents, use Buyer-Seller Messages to attach documents and send it to the buyer. Additionally, state in your A-to-z Guarantee Claim response that you have attached additional information (For example, Print on demand) in Buyer-Seller Messages.
  4. Click Submit.

We encourage you to check your email often so that you are aware of when you have to take action on claims. Promptly responding to claims is critical for reaching amicable outcomes. Review our order defect rate (ODR) for more information on how claims impacts your account health.

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.

Important: If Amazon grants a claim in favor of a buyer, you have 30 days to appeal and request a further investigation. Based on the results of the appeals investigation, Amazon will make a final decision on whether to reverse the initial decision and reimburse you for the claim incurred. For more information about claims, go to Amazon’s A to-z Guarantee Claims.

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