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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. Under the default Action required 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. Click Submit.

Note: You can appeal against a granted and seller-funded claim, if necessary. Refer to Appeal an A-to-z Guarantee claim for additional details.

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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