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This article applies to selling in: United States

Appeal an A-to-z Guarantee claim

If a claim is granted to the customer and the amount is debited from your account, you have 30 calendar days to submit an appeal if you disagree with our decision, and have new information for our investigation.

  1. From the Performance menu, select A-to-z Guarantee Claims.
  2. Click the Option to Appeal tab, find the relevant claim and select Appeal decision.
  3. Enter your comments in the text box and include any new information that may help us learn more about the claim situation.
  4. When you are ready, select Submit.

If we determine that additional information is required during our investigation, we will reach out to you through email and you must respond within three calendar days. For help on how to respond to claim notifications, refer to the Respond to an A-to-z Guarantee claim notification help page.

For more information about claims, refer to the About A-to-z Guarantee claims help page.

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