Hi Marks Deals -

After a claim is filed, there are four possible outcomes:

You choose to provide a full refund: You can issue a full refund to the customer by clicking Refund customer as the investigation is under progress and the claim will be closed. This will impact your order defect rate. If you issue a refund to the customer, you may choose to request that the customer return the item before you process the refund.

Amazon investigates the claim: Amazon investigates the claim and determines whether to grant the claim in favor of the customer. We consider several factors in our claims investigations, including your response (if any) on Buyer-Seller Messages or your authorization of a return request. During this process, Amazon may ask you for additional information (go to Respond to an A-to-z Guarantee claim) and to recount your version of events. It's important for you to provide as much additional, relevant, and compelling information about the transaction.If you do not respond to our information request within 72 hours, Amazon may grant the claim in favor of the customer, which will impact your order defect rate. You can monitor your order defect rate using the Account Health page.

The claim is automatically granted: Amazon will automatically grant the claim and debit the claim amount from your account in the following circumstances:

• You did not respond to the customer's delivery-related issue within 48 hours via Buyer-Seller Messages.
• You did not authorize or respond to the customer's product-related issue within 48 hours via the customer's return request.
• You authorized the return request with an international return address but, (a) failed to provide a prepaid return label, or (b) failed to agree to a returnless refund, within 5 days of receiving the return request.
• You did not ship the order by the expected ship date.
• You did not use a trackable shipping method, and you failed to provide a valid order tracking ID in Manage Orders when the customer's order was placed.
• You did not deliver the order by the maximum estimated delivery date.
• The tracking you provided shows that the order is undeliverable.
• You did not deliver the order to the address provided by the customer.
• The item was returned using a prepaid return shipping label and you failed to issue a refund within 5 days of receiving the return.
• The item was returned using a prepaid return shipping label and the return was lost in transit.
• The item was returned using a prepaid return shipping label, and the return is either undeliverable or being returned to sender due to an outdated or incorrect return address provided by you.
• Claim is withdrawn by the customer: The customer withdraws the claim and the claim is closed, with no impact to your order defect rate.