A-to-z Guarantee Claims
HI, I had an A-to-z Guarantee claim this morning. For no reason. Buyer never contacted me asking for a refund or a replacement. So it Just happened out of the Blue for some reason.
It said on my account health page because of the A-to-z Guarantee Claim "Your seller-fulfilled offers are at risk of deactivation"
Although Luckily there was "No Negative Feedback on my profile store front"
This "A-to-Z Guarantee Claim" Has had a massive effect my Amazon Seller Account Health. I have been doing ever so well in the last past couple of weeks until this one has happened. Now Amazon Refunded The Buyer without proper investigating it before hand' and Now I lost out. I am not happy at all. Can anyone help me to resolve the issue in this matter.
A-to-z Guarantee Claims
HI, I had an A-to-z Guarantee claim this morning. For no reason. Buyer never contacted me asking for a refund or a replacement. So it Just happened out of the Blue for some reason.
It said on my account health page because of the A-to-z Guarantee Claim "Your seller-fulfilled offers are at risk of deactivation"
Although Luckily there was "No Negative Feedback on my profile store front"
This "A-to-Z Guarantee Claim" Has had a massive effect my Amazon Seller Account Health. I have been doing ever so well in the last past couple of weeks until this one has happened. Now Amazon Refunded The Buyer without proper investigating it before hand' and Now I lost out. I am not happy at all. Can anyone help me to resolve the issue in this matter.
12 replies
Seller_LrOi5Val3Iifg
All you can do is appeal the decision with any evidence you have and hope for the best.
Seller_Fg2fqaWOnEtha
On paper, customers shouldn't be refunded when they claim an A-Z if they have not contacted the seller before. I know A-Z claims team seems to break their own rules as they like, but it's completely unacceptable.
@Julia_Amazon@Ezra_Amazon
Seller_QFivb25YBNqBc
Please note that a return request automatically accepted is counted as a contact from a buyer to a seller. My setting was to auto-accept a return request, and I check for a request every day because I rarely receive return requests email notifications.
Seller_tQCfsb3zoC4AP
I had one granted today got the same reply as you and to top it all off the item had arrived over a month ago it had been delivered in under 24 hours and the buyer left us a 5 star ⭐ feedback
Rating :Comments : "Came early in perfect condition"Date : Fri, 4 Apr 2025
But yet claimed non delivery this morning due to the Amazon your item may be lost message and got granted of course appeal stated you have proved delivery we will not count it on your ODR but we are not giving you your money back.
So back to the small claims court it will be.
Seller_6HXPDZ2n6YG3n
@Seller_Ub7LwJvywnrm2 you should appeal the decision and request a refund, Also, make sure to send all the evidence you have showing the item was delivered.
Here is example :
Dear Amazon,
Upon reviewing the A-to-Z Guarantee claim raised against our account, we have found that it does not comply with Amazon’s own policy. According to the A-to-Z Guarantee rules, a claim can only be submitted after the buyer has contacted the seller and allowed 48 hours for a resolution. In this case, the buyer never contacted us before opening the claim.
We believe this claim was wrongly granted and kindly request that the decision be reversed and the amount refunded to us, as it appears the claim was accepted in violation of your stated policy. If any exceptions apply, we would appreciate it if you could clarify this.
All relevant evidence, including proof of delivery, is attached for your review.
Thank you for your attention to this matter. We look forward to your response.
Best regards,
