Hi Sellers,

If you've just wrapped up a successful Prime Day, congratulations! But here's something many sellers don't anticipate: the weeks following Prime Day often bring a spike in A-to-Z Guarantee claims. Higher order volume means more opportunities for delivery issues, condition disputes, and customer misunderstandings, and that means more claims landing in your queue.

The good news? How you respond makes all the difference. Let's walk through exactly what to do when a claim hits your account.

💬 We Want to Hear From You

Have you noticed an uptick in A-to-Z claims after major sales events? What's your go-to strategy for handling them quickly? Share your experience below. Your tips could help a fellow seller! 👇

⏰ Know Your Deadlines — They're Non-Negotiable

When Amazon requests additional information about a claim, you have 48 hours to respond. Miss that window, and the claim is automatically granted in the customer's favor — plus it hits your Order Defect Rate (ODR). Here's the timeline that matters:

• 48 hours: Respond to Amazon's information request
• 30 calendar days: Appeal a claim decision after it's been granted
• ODR window: Claims are measured over a rolling 60-day period

📋 How to Respond to a Claim Step by Step

1. Go to Seller Central> Performance > A-to-Z Guarantee Claims
2. Find the claim under the "Action Required" tab
3. Click "Respond to Amazon"
4. Enter your comments with supporting details (tracking info, delivery confirmation, communication history)
5. If you need to attach documents, send them via Buyer-Seller Messages first, then reference them in your response
6. Click Submit

🛡️What Makes a Strong Response

Amazon's investigation team looks at specific evidence depending on the claim type:

• Delivery claims: Valid tracking number, proof of delivery, carrier details, customer signature (if available)
• Condition/returns claims: Domestic return address, prepaid return label details, reason for any closed return requests
• Communication history: Any Buyer-Seller Messages showing you attempted to resolve the issue

📈 Protect Your Account Health

Your ODR must stay below 1% to avoid account deactivation. A-to-Z claims are one of three ODR components (along with negative feedback and chargebacks). All claims initially count toward your ODR while under review, but if a claim is later denied or you win an appeal, it will be removed from your ODR calculation. Responding promptly and thoroughly is your best defense.

🔑Pro Tips to Minimize Post-Prime Day Claims

• Confirm shipments before the expected ship date
• Use carriers with valid, scannable tracking
• Respond to all buyer messages within 24 hours
• Authorize return requests within 48 hours — even if you plan to deny them, respond first
• Consider proactive refunds for clear-cut issues to prevent claims entirely

📚 Helpful Resources

1. About A-to-Z Guarantee Claims
2. Respond to an A-to-Z Guarantee Claim
3. Prevent an A-to-Z Guarantee Claim
4. Appeal an A-to-Z Guarantee Claim
5. Order Defect Rate

What's your biggest challenge when dealing with A-to-Z claims after a major sales event? Drop your questions and tips below. Let's help each other navigate this together! 🙌