How to prevent an A-to-z Guarantee Claim (Referred to as “Claim(s)” in this help page)?
To prevent Claims, we suggest that you follow these best practices:
Include valid tracking for all deliveries. Tracked shipments allow Buyers to see the status of their delivery without needing to contact you. Failure to provide tracking is one basis for granting a Claim. For more information, please see our Valid Tracking Rate page and ODR page. You can edit order tracking information by going to Orders, and then Manage Orders. Enter the Order ID into the Advanced Search. Once you find the correct order, click Edit Shipment and provide the revised tracking number.
Require signature confirmation for high value shipments. Requiring a signature helps Amazon determine if a buyer has received their item(s). If it is unclear if an item has been delivered, a buyer’s Claim is more likely to be granted.
Confirm shipments before expected ship date. Make sure the courier picking up deliveries first scans the buyer’s package(s) before the ‘ship by’ date. It is important to confirm that you have sent orders on or before the expected ship date so that Buyers can see the status of their order and understand when to expect delivery – without the need to contact you. Failure to ship on time negatively impacts your Late Shipment Rate and makes it more likely that a claim will be granted.
Ensure delivery is completed before the Estimated Delivery Date: In cases where a delivery is delayed, notify the buyer and verify that they agree to accept late delivery.
Use supported couriers: Amazon offers Buy Shipping Services that enables sellers in certain marketplaces to purchase pre-paid, tracked shipping labels from Amazon and have packages collected directly from their premises. If sellers ship on time using Amazon's Buy Shipping, sellers are protected against A-to-z Guarantee Claims if the Claim is related to delivery issues. Under those circumstances, even a granted Claim will not impact your account health, although you may still be responsible for reimbursing the buyer.
Describe products accurately and provide clear images. This eliminates confusion over what Buyers 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 Buyers to let them know why you cancelled their orders so they are not waiting for their items to arrive.
Respond to Buyers within 48 hours. If Buyers reach out to you, promptly respond to ensure a good Buyer experience. If a Buyer is requesting a return, direct the Buyer to submit a return request. Eligible returns (requested within Amazon’s standard 30 day return window) need to be authorized by you, regardless of the category. Out of policy return requests can be denied. Failure to respond within 48 hours increases the chances of a Claim being filed.
Refund Buyers proactively. If Buyers contact you for a refund, promptly provide the refund so that Buyers do not need to file a Claim.
Respond to Return Request within 48 hours. Always approve or close a Return Request based on order’s return eligibility. If you wish to refund the buyer’s payment, you may choose to request that the buyer return the item before you process the refund. Failure to do so may result in an A-to-z Guarantee Claim and an immediate debit to your account.
Communicate clear instructions to buyer on return process.
If you approve a Return Request and you wish for the item to be returned, always provide a local return addressor a pre-paid return label and guidelines on how to return the product. Refund the buyer in full, without requesting that the buyer return the item(s).
If you approve a Return Request and you do not wish for the item to be returned, proactively refund the buyer in full and clarify that the buyer need not return the item(s).
If you close a Return Request, always clarify the reason for return ineligibility.