If a claim is granted to the customer and the amount is debited from your account, you have 30 calendar days to submit an appeal if you disagree with our decision and have new information for our investigation.
To appeal a claim:
If we determine that additional information is required during our investigation, we will contact you via email, and you must respond within three calendar days. For help on how to respond to claim notifications, refer to the Respond to an A-to-z Guarantee claim notification help page.
For more information about claims, refer to the About A-to-z Guarantee claims help page.