Sell on Amazon Sign in
This article applies to selling in: United Kingdom

About A-to-z Guarantee claims

The Amazon A-to-z Guarantee protects customers when they purchase items sold and fulfilled by you directly. Our guarantee covers both the timely delivery and the condition of items that you sell. If customers are unsatisfied with either and cannot reach a resolution with you, we enable them to file a claim with us.

You can refer to the claim eligibility polices on the A-to-z Guarantee customer help page.

Note: Customers are always required to contact you before filing a claim, either via Buyer-Seller messaging or a return request. If after 48 hours, customers are not satisfied, we enable them to file a claim – they can do this themselves, or by calling Amazon Customer Services for assistance.

If we determine that additional information is required before we make a claim decision, 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.

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. For help on how to appeal claims, refer to the Appeal an A-to-z Guarantee claim help page.

You can manage and take action on claims via the A-to-z Guarantee Claims page. We encourage you to check your email often so that you are aware of when you need to take action on a claim, as claims are one of the components of yourOrder Defect Rate (ODR).

How to prevent claims

To prevent claims, we suggest that you follow these best practices:

  1. Shipping
    • Purchase tracking for all deliveries. Tracked shipments enable a good customer experience by allowing customers to see the status of their delivery without needing to contact you. Failure to provide tracking affects your Valid Tracking Rate and negatively affects your chances of winning a claim.
    • Purchase signature confirmation for high-value orders. High value shipments may warrant purchasing signature confirmation with tracking so that customers can feel protected. It is up to you to determine the threshold of a high value shipment.
    • Confirm shipments on time. It is important to confirm the dispatch of orders by the expected ship date so that customers can see the status of their delivery without needing to contact you. Failure to ship on time affects your Late Shipment Rate and negatively affects your chances of winning a claim.
  2. Products
    • Describe products accurately and provide clear images. This eliminates confusion over what customers expect to receive. Your products must match the correct ASIN and you must assign the correct condition. For more information, see Condition guidelines.
    • Promptly cancel any out-of-stock orders. Email customers to let them know why you cancelled their orders, so that they are not waiting for their items to arrive.
  3. Customer Services
    • Respond to customers within 24 hours. If customers contact you, respond promptly to ensure a good customer experience. If a customer is requesting a return, direct the customer to submit a return request. Failure to respond within 24 hours increases the chances of a claim being filed.
    • Refund customers proactively. If customers contact you for a refund, promptly refund them to avoid customers filing a claim.
  4. Returns
    • Respond to return requests from the Online Return Centre within 48 hours. Failure to do so may result in an A-to-z Guarantee claim and an immediate debit to your account.

Note: The A-to-z Guarantee policy is different for Amazon Pay transactions.

You can review the Amazon A-to-z Guarantee for Merchants on the Amazon Pay website.

Note: The A-to-z Guarantee policy applies to all customers, including Amazon Business customers.
Sign in to use the tool and get personalised help (desktop browser required). Sign in


Was this article helpful?
Thank you for your feedback
How can we improve this help page? Note: This form doesn’t create a support case. Please specify what you think is wrong with the content itself.
1000
What was helpful?
1000
Thank you again for your help!
Thank you for your feedback. If you have more questions, please Contact Us.

Reach Hundreds of Millions of Customers

Start Selling on Amazon


© 1999-2019, Amazon.com, Inc. or its affiliates