A Friendly Guide to A-to-z Guarantee Claims for Amazon Canada Sellers
Hey Amazon Community! 👋
I know that most of the post created in the Canada forums are related to appeals for A to Z claims.
While some claims can be disputed, I've seen claims that does not meet the criteria to be escalated. For this reason, I would like to share with you some important information regarding this topic:
First Things First - Before Any Claims Happen
• Remember, customers need to reach out to you first before filing a claim - this is your chance to make things right!
• You've got 48 hours to respond when a customer contacts you.
Quick tip: Aim to respond within 24 hours - it works wonders for customer satisfaction.
When You're Facing a Claim
• Stay calm! Amazon will review everything carefully
• Keep in mind - claims might automatically go to the customer if you:
- Missed shipping deadlines
- Didn't provide tracking info
- Didn't respond to their initial message
Yes, claims affect your ODR (Order Defect Rate), but you've got 30 days to appeal if needed
Your Best Defense? Prevention! 🛡️
- Always use tracked shipping (think of it as insurance for your business)
- Have a proof of delivery such as signature on file, a picture does not guarantee the package was received by the customer
- Be honest and clear in your product descriptions and photos
- Keep an eye on those customer messages
- Handle returns promptly and professionally
- Process refunds quickly (within 2 business days of receiving returns)
Staying on Top of Things
- Check your claims regularly in Seller Central (Performance > A-to-z Guarantee Claims)
- If you disagree with a decision, remember you have 30 days to appeal with new evidence
Pro Tips for Success:
- Set up notifications for customer messages
- Keep detailed records of all your communications
- Take photos of valuable items before shipping
- Consider signature confirmation for high-value orders
If you would like to read more about how to prevent an A to Z claim, you can click the link below:
Prevent an A-to-z Guarantee claim
Remember, we're all in this together. The best strategy is preventing claims through excellent service, clear communication, and prompt responses.
Wishing you great success in your Amazon selling journey! 🌟
Christine
A Friendly Guide to A-to-z Guarantee Claims for Amazon Canada Sellers
Hey Amazon Community! 👋
I know that most of the post created in the Canada forums are related to appeals for A to Z claims.
While some claims can be disputed, I've seen claims that does not meet the criteria to be escalated. For this reason, I would like to share with you some important information regarding this topic:
First Things First - Before Any Claims Happen
• Remember, customers need to reach out to you first before filing a claim - this is your chance to make things right!
• You've got 48 hours to respond when a customer contacts you.
Quick tip: Aim to respond within 24 hours - it works wonders for customer satisfaction.
When You're Facing a Claim
• Stay calm! Amazon will review everything carefully
• Keep in mind - claims might automatically go to the customer if you:
- Missed shipping deadlines
- Didn't provide tracking info
- Didn't respond to their initial message
Yes, claims affect your ODR (Order Defect Rate), but you've got 30 days to appeal if needed
Your Best Defense? Prevention! 🛡️
- Always use tracked shipping (think of it as insurance for your business)
- Have a proof of delivery such as signature on file, a picture does not guarantee the package was received by the customer
- Be honest and clear in your product descriptions and photos
- Keep an eye on those customer messages
- Handle returns promptly and professionally
- Process refunds quickly (within 2 business days of receiving returns)
Staying on Top of Things
- Check your claims regularly in Seller Central (Performance > A-to-z Guarantee Claims)
- If you disagree with a decision, remember you have 30 days to appeal with new evidence
Pro Tips for Success:
- Set up notifications for customer messages
- Keep detailed records of all your communications
- Take photos of valuable items before shipping
- Consider signature confirmation for high-value orders
If you would like to read more about how to prevent an A to Z claim, you can click the link below:
Prevent an A-to-z Guarantee claim
Remember, we're all in this together. The best strategy is preventing claims through excellent service, clear communication, and prompt responses.
Wishing you great success in your Amazon selling journey! 🌟
Christine
3 replies
Seller_78BwWGUzkWn5b
Subject: Continuous Unfair A-to-z Guarantee Claim Decisions Despite Full Compliance
Dear Amazon Community and Support Team,
First and foremost, I appreciate the insights and guidelines shared by fellow sellers and community contributors like Christine. We all strive to offer the best customer experience possible on the Amazon platform, and we understand the importance of the A-to-z Guarantee policy in protecting buyers.
However, I would like to bring attention to a recurring and concerning issue that I, and many others, seem to be facing: Despite following every protocol and preventive measure suggested to avoid A-to-z Guarantee claims, our cases are frequently decided unfairly in favor of the customer.
Here’s what we do for each order to avoid claims and ensure a positive customer experience:
✔️ We respond to all customer messages within 24 hours – often much sooner.
✔️ We never miss shipping deadlines and always provide valid tracking information.
✔️ We use tracked shipping for all orders, and for high-value items, we request signature confirmation.
✔️ We maintain detailed records of communication, shipping documents, and delivery confirmation.
✔️ We provide full transparency in our product listings with accurate descriptions and images.
✔️ We handle all return requests promptly and issue refunds within 2 business days of receiving the item.
✔️ In some cases, we even offer proactive refunds or replacements to satisfy the customer before any claim is filed.
Despite all these efforts, we still receive decisions that go against us—often with no clear justification or without giving proper consideration to the evidence we provide during the appeal. This is not only frustrating but demoralizing for sellers who genuinely care about customer satisfaction and run their businesses with integrity.
We respectfully request that Amazon:
Reassess the current evaluation process for A-to-z Guarantee claims to ensure seller evidence is given fair and full consideration.
Provide more transparency in the reasoning behind claim decisions.
Allow for seller-side feedback on unjust claim decisions as part of continuous system improvement.
As sellers, we understand and support Amazon’s commitment to customer satisfaction, but a fair system must also protect honest sellers who do everything right.
Thank you for your time and for listening to the concerns of your seller community. We all want to provide excellent service and grow together in a fair and trustworthy environment.
Warm regards,
Uğur Denizci
Amazon.ca Seller – TamiHause
