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This article applies to selling in: United States

Prevent A-to-z Guarantee claims

To prevent claims, we suggest you follow these best practices:

  1. Shipping
    • 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.
      Note: If you purchase Amazon Buy Shipping 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.
  2. Products
    • 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 guidelines.
    • 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 arrive.
  3. Customer Service
    • 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.
  4. Returns
    • Respond to return requests from the Online Return Center within 48 hours. Failure to do so may result in an A-to-z Guarantee claim and an immediate debit to your account.

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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