If we determine that additional information is required during a claim investigation, we will contact you via email, and you must respond within three calendar days. If you do not respond to a claim notification within three calendar days, we will grant the claim in favour of the customer and debit your account for the claim amount.
To respond to a claim notification:
We encourage you to check your email often so that you are aware of when you need to take action on claims, as they are one of the components that impact your Order Defect Rate (ODR).
For more information about claims, refer to the About A-to-z Guarantee claims help page.
You can review the Amazon A-to-z Guarantee for Merchants on the Amazon Pay website.