When a buyer has a problem with a transaction, we ask them to give you, the seller, a chance to address the issue. Usually, the easiest way to respond to a buyer problem where an order was not fulfilled is simply to issue a refund for the transaction.
However, if you fail to resolve the problem, the buyer can file an A-to-z Guarantee claim. When an A-to-z Guarantee claim is filed, Amazon will investigate the situation and ask you for further information about the transaction.
When Amazon receives a claim, we send you an automated email providing details about it. If the claim is under investigation, we'll ask you to explain what you think happened.
For most claims, you have 3 days to respond to the email from Amazon or to represent your claim online, but we recommend that you respond as soon as possible because part of the process of managing the A-to-z Guarantee claim is assessing who is accountable for the problem in case the claim is granted.
In some cases, Amazon reimburses the buyer upon receipt of the claim. If the details indicate that it's under investigation, it's still important for you to respond to the guarantee claim email, as Amazon reserves the right to recover reimbursed claim funds from you if you're deemed responsible.
If the claim details indicate that the investigation has been closed, you can still appeal via your seller account or by responding to the claim decision email. Amazon encourages you to regularly check your Performance Summary to monitor your performance and be aware of all A-to-z Guarantee claims filed against you.
To track and respond to claims, go to the A-to-z Guarantee Claims section under the Performance tab in Seller Central.