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This article applies to selling in: United Kingdom

Reasons buyers file an A-to-z claim

The vast majority of customers never need Amazon's A-to-z Guarantee reimbursement programme, but for those who do, the guarantee gives us a chance to regain their confidence and trust in shopping from the broad range of sellers on Amazon.

Why buyers might file a claim

Buyers can file an A-to-z Guarantee claim for any of the following reasons:

Products

  • Order not received: The order never arrived, or it arrived after the maximum estimated delivery date. For more information, see A-to-z Guarantee: Order Not Received.
  • Product not as described: The product the buyer received was materially different from the item represented on the product detail page. This covers products that are received damaged, defective, misclassified, misrepresented or missing parts. Amazon will ultimately determine whether a product is materially different.
  • Returned item not refunded: The buyer has returned the item, but the seller has not issued a refund.
  • Refused return: Seller refused to accept a return request that complied with the applicable Amazon return policies.

Services

  • Service not as described: The service is materially different from the service represented on the product detail page. Amazon will ultimately determine whether the service performed was materially different.
  • Poor service quality: Either the buyer is not satisfied with the level of service performed or the buyer's property was damaged.

There are many ways to prevent an A-to-z Guarantee, from responding promptly to buyer emails to shipping with care and from offering to remedy a situation to performing services that you outline on your detail pages. Learn more about avoiding an A-to-z Guarantee claim.

Time frame for filing a claim

Buyers might file a claim within the timeframes described here:

Products

  • Buyers can first file a claim after the earlier of 3 calendar days after the maximum estimated delivery date, or 30 days after the order date.
  • Buyers have 90 days from the maximum estimated delivery date to file a claim. However, Amazon reserves the right to accept claims after that time frame if we find an investigation into the matter is warranted.

Services

  • Buyers can file a claim up to 90 days from the date of service. Amazon reserves the right to accept claims after that time frame if we find that an investigation into the matter is warranted.
Note: The buyer can withdraw an A-to-z Guarantee claim at any time prior to resolution of the claim.
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