Appeal an A-to-z Guarantee claim
Steps to appeal an A-to-z Guarantee Claim
Once a Claim is granted to the customer and your account has been debited, you have 30 calendar days to submit an appeal if an A-to-z Guarantee Claim has been granted in favor of the customer. This is your opportunity to provide new information for our investigation to dispute the decision.
To appeal a claim:
- From the Performance menu, select A-to-z Guarantee Claims.
- Click the Option to Appeal tab, find the relevant Claim and select Appeal decision.
-
Follow the appeal instructions and upload proof of delivery or other documentation that supports your reason for appealing.
Note: If selecting ''Other'' as an appeal reason, use the text box to provide any information that may help us better understand why you believe the original decision was incorrect.
- Select Submit.
Once you've submitted an appeal, we'll review the information you provided. If we determine that additional information is required after you submit the appeal, we'll contact you via email. You must respond to any information request within 72 hours. For more information on responding to Claim notifications, go to Respond to an A-to-z Guarantee Claim.
Important: When you appeal a Claim decision, either the cost of the refund or the impact to your order defect rate (ODR) may be reversed. It may take up to 7 calendar days for the ODR reversal to reflect on the Orders page or to refund your selling account.
Note: For information about how to appeal A-to-z claims covering property damage or personal injury caused by a defective product, go to A-to-z Claims Process for Property Damage and Personal Injury.
For more information about Claims, go to Amazon's A-to-z Guarantee Claims.
