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 and cannot reach a
resolution with you, we enable them to file a claim with us.
You can refer to the claim eligibility polices on the A-to-z Guarantee customer help page.
Note: Customers are always required to contact you before filing a claim, either via
Buyer-Seller messaging or a return request. If after 48 hours, customers are not
satisfied, we enable them to file a claim – they can do this themselves or by calling
Amazon Customer Service for assistance.
If we determine that additional information is required before we make a claim decision,
we will reach out to you via 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.
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. For help on how to appeal claims, refer to the Appeal an A-to-z Guarantee
claim help page.
You can manage and take action on claims via the A-to-z Guarantee Claims page. We encourage you to
check your email often so that you are aware of when you need to take action on a claim,
as claims are one of the components to yourOrder Defect Rate (ODR).
How to prevent claims
To prevent claims, we suggest you follow these best practices:
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.
If you purchase Amazon Buy
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.
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
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
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 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.