About A-to-z Guarantee claims

Amazon's A-to-z Guarantee Claims process is designed to ensure a consistent and reliable shopping experience for customers on the platform. It covers both timely delivery and the condition of items received. Here's a summary of the key points and steps in the process:

**Before a Claim Can Be Filed:**

Customers must first contact the seller to resolve their issue, with exceptions in specific cases. Customers can contact sellers in the following situations:

1. **Item Not Received:** If there's a delivery issue, customers are directed to use Buyer-Seller Messages to alert the seller, except in cases mentioned in the "Instant customer refunds" section.

2. **Item Does Not Meet Expectation:** If there's an issue with the condition of the item, customers are directed to file a return request to notify the seller.

Within 48 hours of customer contact, sellers should attempt to resolve the issue raised by the customer.

- For undelivered items, sellers must respond to customer messages and attempt to resolve the issue within 48 hours and within 3 days after the estimated delivery date (EDD). Failure to do so may result in a customer's Claim being granted.

- For issues with item condition, sellers should authorize return requests within 48 hours and provide necessary return information. Failure to do so may make the customer eligible to file a Claim.

**When Can a Customer File an A-to-z Guarantee Claim:**

Customers can file a Claim under the A-to-z Guarantee in two scenarios:

1. **Item Not Received by Customer:** Customers are eligible to file a Claim if they have waited until the estimated delivery date (EDD) plus three calendar days, have contacted the seller through Buyer-Seller Messages, and the issue hasn't been resolved within 48 hours after the first message.

2. **Item Did Not Meet Customer Expectation:** Customers can file a Claim if they have contacted the seller through a return request, and the seller did not authorize the return request within 48 hours or did not provide necessary return information.

**After a Claim Has Been Filed:**

There are four possible outcomes after a Claim has been filed:

1. **Seller Provides Full Refund:** Sellers can choose to issue a full refund to the customer during the investigation. This affects the Order Defect Rate. Sellers can request the return of the item before processing the refund.

2. **Amazon Investigates the Claim:** Amazon investigates the Claim, considering various factors. Sellers are encouraged to respond promptly to Amazon's information requests. Failure to respond within 48 hours may result in the Claim being granted in favor of the customer.

3. **Claim Is Automatically Granted:** Amazon may automatically grant the Claim and debit the Claim amount from the seller's account under specific circumstances, including non-response to delivery issues or failure to meet delivery expectations.

4. **Claim Is Withdrawn by the Customer:** If the customer withdraws the Claim, it's closed with no impact on the seller's Order Defect Rate.

**Instant Customer Refunds:**

Amazon may grant a Claim in favor of the customer without customer contact in certain situations. These include issues where tracking shows the package is returning to the seller or when the seller has not shipped the package.

**Notification of Claim Submission:**

Sellers receive email notifications when a customer files a Claim. Sellers can track Claims filed by customers through the A-to-z Guarantee Claims page in Seller Central.

**Getting Products Back from Customers:**

Sellers can request a product back from the customer who filed a Claim using Buyer-Seller Messages within Seller Central. Providing a prepaid return label is recommended for tracking the return.

**Reversing Refunds to Customers:**

To reverse a refund granted to a customer, the customer must directly request the reversal through their account's Problem with order page or contact customer service.

**Appealing a Granted Claim:**

Sellers have 30 calendar days to appeal a Claim granted in favor of the customer. Amazon will investigate further and may reverse the decision. Failure to appeal within 30 days results in the Claim being closed without the possibility of reversing the impact on the Order Defect Rate.

It's essential for sellers to actively monitor and manage A-to-z Guarantee Claims to maintain a positive seller performance and protect their business on Amazon.