How to deal with Amazon guarantee claims

Elroy Mariano

Whether a purchase is fulfilled by Amazon or a selling partner, the Amazon A-to-z Guarantee offers a consistent experience for Amazon customers. In essence, it safeguards Amazon customers who purchase things from a third-party seller who sells and fulfills them. If a customer is dissatisfied with the delivery time or […]

How to deal with Amazon guarantee claims

Whether a purchase is fulfilled by Amazon or a selling partner, the Amazon A-to-z Guarantee offers a consistent experience for Amazon customers. In essence, it safeguards Amazon customers who purchase things from a third-party seller who sells and fulfills them. If a customer is dissatisfied with the delivery time or condition of an item you sell, they can report the problem to Amazon.

When a customer submits a claim, you will receive an email notification. Customers’ claims can also be tracked to the A-to-Z Guarantee Claims page in Your Seller Account’s Performance tab. You are in charge of monitoring and resolving your Claims. You can also use this quick link to track the status of a claims-related order by entering the order ID. Before filing an A-to-z claim, the buyer must contact the seller and wait two business days for a response.

The claim must also satisfy one of Amazon’s A-to-Z Guarantee requirements. If a customer contacts you with a complaint, make it a priority to respond swiftly and resolve the problem with the customer directly. Your seller account’s health and Order Defect Rate may be impacted by an A-to-Z claim (ODR). For more information about Amazon claims to guarantee you can visit the below link:

https://www.zonbase.com/blog/a-sellers-guide-to-amazon-a-to-z-claims/

Know about A-to-Z Guarantee Claims on Amazon

Buyers must contact you via Buyer-Seller Messages or Return Request, depending on the situation, to submit an A-to-z Guarantee claim for delivery or item condition. This is your chance to put the matter to rest. The buyer will have 48 hours to react to you. If you and the buyer cannot reach an agreement, the buyer may file an A-to-z Guarantee claim. If Amazon approves your claim following an investigation, the claim amount will be deducted from your account. Your account health or ODR will also reflect the claim.

What happens if you file a claim?

There are four possible outcomes if you receive an A-to-z Guarantee claim. The most straightforward option is for the buyer to withdraw the claim, which will be closed without affecting your account’s health or ODR.

  • Another possibility is that Amazon will investigate the claim manually before deciding whether or not to grant the buyer’s claim. Amazon may request extra information from you during the process. To keep your account healthy, you must react within 48 hours. In the following situations, Amazon may automatically grant claims and deduct the money from your account:
  • The order did not have a trackable shipping method. When the order was placed, valid order tracking IDs were not provided on the Manage orders page.
  • You failed to deliver the order by the estimated delivery date.
  • You failed to meet the anticipated delivery date for the order.
  • You did not respond to the buyer within 48 hours after contacting you.

These allegations, once again, may influence the health of your seller account. If Amazon grants a claim in favor of a buyer, you have 30 days to appeal and request a further investigation.

Responding to a Guarantee Claim from A to Z

You will get an email and an A-to-z Guarantee Claim notification on your Seller Central dashboard if Amazon wants further information from you during a claim investigation. If you have a delivery claim, you may be requested to submit proof of delivery, carrier information, a tracking number, and delivery method.

For returns claims, Amazon may need return shipment information, a domestic return address, and the return request’s eligibility. You may also be required to provide any correspondence between you and the customer that confirms you spoke with the buyer or got an email acknowledging receipt of the order.

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