Respond to an A-to-z Guarantee Claim

To respond to an A-to-z Guarantee Claim and provide the necessary information during the investigation, 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 "Action Required" Tab:**

- In the A-to-z Guarantee Claims section, you will typically find a default tab called "Action Required." Click on this tab to view claims that require your attention.

4. **Find the Relevant Claim:**

- In the list of A-to-z Guarantee Claims under the "Action Required" tab, locate the specific claim for which additional information is requested. Click on it to select it.

5. **Initiate the Response:**

- After selecting the relevant claim, look for the option to "Respond to Amazon" and select it. This will allow you to begin the response process.

6. **Provide Comments and Information:**

- In the text box provided, enter your comments and include any information that may help Amazon better understand the claim and your position on whether it should be granted.

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

7. **Submit Your Response:**

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

8. **Monitor Your Email:**

- Regularly check your email for notifications from Amazon regarding the claim. Amazon may reach out to you via email to request additional information or clarification during the investigation.

9. **Respond Promptly:**

- If Amazon requests additional information, respond promptly within 48 hours. Failing to provide the requested information within this timeframe may result in the claim being granted in favor of the customer, impacting your Order Defect Rate.

10. **Monitor Your Account Health:**

- Keep an eye on your Order Defect Rate by using the Account Health dashboard in Seller Central. The impact of claims on your metrics can be significant, so it's essential to address them promptly and effectively.

By following these steps and promptly responding to Amazon's requests for additional information during the A-to-z Guarantee Claim investigation, you can help protect your seller account's performance metrics and maintain a good customer experience.