Hello Sellers,

We Community Managers are happy to help you with A-Z Guarantee claims. Recently, however, we've seen a lot of cases where previously submitted returns of incorrect or defective items were not processed correctly. So, here's a brief explanation of how to handle such returns and avoid misunderstandings regarding A-Z Guarantee claims.

So, how do you do it?

If you receive the item from the customer and notice that it's in poor condition or isn't the correct item, take a photo of the shipment. To be on the safe side, try to include any tracking numbers/labels legibly in your photo.

Regardless of the circumstances of the return, the policy stipulates that a refund must be processed within 48 hours of receipt of the return. If the return is defective, you should select the Partial Refund option. Here you have the option to upload a photo and note the condition of the item. A partial refund is also possible for 0% of the purchase price.

Once you have processed the partial refund, inform the customer about the reasons for the partial refund via the messaging system. Here you can then discuss further steps to resolve the situation with the customer.

Under no circumstances should you close the return or inform the customer in advance and wait for a response without initiating a refund. If the return is faulty, note it as described above and then resolve the situation. A partial refund does not preclude a further full refund after the problem has been resolved.

Important: These explanations do not apply to returns with a refund after the first scan. For these, see therefund policy for seller-fulfilled orders with prepaid Amazon return labels.

Regards, Spencer