Appeal an A-to-z Guarantee Claim

To appeal an A-to-z Guarantee Claim that has been granted in favor of the customer on Amazon, follow these steps:

1. **Access the A-to-z Guarantee Claims Section:**

- Go to the "Performance" menu in your Seller Central account.

2. **Select the "A-to-z Guarantee Claims" Option:**

- Within the "Performance" menu, look for and select the "A-to-z Guarantee Claims" option.

3. **Navigate to the "Option to Appeal" Tab:**

- Within the "A-to-z Guarantee Claims" section, locate the "Option to Appeal" tab. Click on it to access the appeal process.

4. **Find the Relevant Claim:**

- In the list of A-to-z Guarantee Claims, find the specific claim you want to appeal. Click on it to select it.

5. **Initiate the Appeal:**

- After selecting the relevant claim, look for the "Appeal decision" option and select it. This will start the appeal process for that claim.

6. **Provide Comments and Information:**

- In the text box provided, enter your comments and any information that may help Amazon better understand the claim and your position regarding why the original decision was incorrect.

- Note that the text box does not support attachments. If you need to attach any documents (such as proof of delivery), use Buyer-Seller Messages to attach the documents and send them to the customer. In your A-to-z Guarantee Claim response, mention that you have attached the documents in Buyer-Seller Messages.

7. **Submit the Appeal:**

- After entering your comments and information, select the "Submit" button to officially submit your appeal.

8. **Review and Response:**

- Once you have submitted the appeal, Amazon will review the information you provided. If Amazon determines that additional information is required to evaluate the appeal, they will contact you via email.

- It's crucial to respond promptly to any information requests from Amazon within 48 hours. Be prepared to provide any requested documentation or clarification.

9. **Wait for Reversal:**

- If your appeal is successful, either the cost of the refund or the impact to your Order Defect Rate (ODR) may be reversed.

- It may take up to seven calendar days for the ODR reversal to reflect on the Orders page or for the refund to be credited back to your selling account.

Important Notes:

- Ensure that your appeal provides compelling and relevant information to support your case.

- Stay attentive to any email communication from Amazon during the appeal process and respond promptly to their requests.

- Keep in mind that appealing a Claim decision can potentially reverse the cost of the refund or the impact on your Order Defect Rate, which can have a significant impact on your seller performance metrics.

For additional information about claims and the A-to-z Guarantee, you can refer to Amazon's official documentation on "Amazon’s A-to-z Guarantee Claims."