Prevent an A-to-z Guarantee claim

To prevent A-to-z Guarantee Claims and maintain a positive seller performance on Amazon, it's important to follow these best practices:

**Shipping:**

1. **Include Valid Tracking for All Deliveries:**

- Provide valid tracking information for all shipments. Tracked shipments allow customers to track their deliveries without contacting you. Amazon may grant delivery-related claims in the customer's favor if valid tracking details are not provided.

2. **Use Supported Couriers:**

- Consider using Amazon's Buy Shipping Services, which offer pre-paid, tracked shipping labels. When you ship on time using Amazon's Buy Shipping, you may be protected against A-to-z Guarantee Claims related to delivery issues.

3. **Request Additional Proof of Delivery:**

- When available, purchase additional Proof of Delivery (POD), including signature confirmation. POD provides evidence of successful delivery to the customer's exact address and can reduce the likelihood of claims being granted.

4. **Confirm Shipments Before Expected Ship Date:**

- Ensure that couriers scan and confirm shipments before the expected ship date to allow customers to track their orders accurately.

5. **Ensure Delivery Before Estimated Delivery Date:**

- Notify customers if there are delays in delivery. Keep customers informed about any delays to set clear expectations.

**Products:**

6. **Describe Products Accurately and Provide Clear Images:**

- Provide accurate product descriptions and clear images to manage customer expectations. Make sure your products match the correct ASIN and condition guidelines.

7. **Promptly Cancel Out-of-Stock Orders:**

- If you run out of stock, promptly cancel orders and inform customers of the cancellation reasons to avoid customer dissatisfaction.

**Customer Service:**

8. **Respond to Customers Within 48 Hours:**

- Respond promptly to customer inquiries within 48 hours to ensure a positive customer experience. If a customer requests a return, guide them through the return request process.

9. **Handle Delays Due to Holidays, Illness, or Disruptions:**

- If you can't fulfill orders due to holidays, illness, or disruptions, suspend selling on Amazon and set up your account to receive return request emails. Respond to messages from buyers within 48 hours and aim to respond to return requests within 24 hours.

10. **Proactively Refund Customers:**

- If customers contact you for a refund, provide it promptly to prevent the need for them to file a claim.

**Returns:**

11. **Authorize or Deny Return Requests Within 48 Hours:**

- Authorize or deny all return requests within 48 hours, or even earlier if possible. Failure to do so may result in a granted claim and an immediate debit to your account.

12. **Communicate Clear Instructions to Buyers on the Return Process:**

- If you authorize a return request and want the item returned, provide a local return address or a pre-paid return label along with clear guidelines on how to return the product.

13. **Refund the Customer Promptly After Receiving the Return:**

- If you choose to have the customer return the item before processing the refund, ensure you process the refund within two working days of receiving the return.

By following these best practices, you can reduce the likelihood of A-to-z Guarantee Claims, maintain a high level of customer satisfaction, and protect your seller performance metrics on Amazon.