Amazon A-to-Z claims: Everything sellers need to know

TL;DR

• Respond to buyer messages within 48 hours to avoid A-to-Z claims.
• Accurate listings and product details prevent buyer misunderstandings.
• Use sturdy packaging to protect items and prevent damage claims.
• Provide valid tracking info to prove timely delivery and avoid disputes.
• Require signatures for high-value items to confirm delivery and reduce risks.
• Use Amazon’s Buy Shipping Services for extra protection against delivery claims.

 

Did you just receive an A-to-Z claim on Amazon?

That notification can send a jolt through any seller. It’s a message no seller wants to see. It means a customer is unhappy and they’ve taken their complaint to Amazon. And now, Amazon is watching. They’ll scrutinise every detail—your response, your order process, and your customer service.

This isn’t just about keeping a single customer happy.

An A-to-Z claim can impact your order defect rate (ODR), and that can affect your entire account health. Amazon uses these metrics to decide if you’re a trustworthy seller. Too many claims, and you risk having your account suspended or deactivated.

So, it’s crucial to understand what A-to-Z claims are, why they happen, and how to handle them like a pro.

In this blog, we’ll walk you through everything you need to know about Amazon A-to-Z claims. We’ll cover what they are, why they’re filed, how they impact your business, and most importantly, how to resolve them without breaking a sweat.

Because when you know what to expect, you can face any A-to-Z claim with confidence.

 

Quick guide

• What are Amazon’s A-to-Z guarantee claims?
• Facts about Amazon’s A-to-Z claims
• Eligibility criteria for A-to-Z claims
• What happens after a customer creates an A-to-Z claim
• How A-to-Z claims affect sellers?
• Tips to handle Amazon A-to-Z claims
• How to avoid getting any A-to-Z claims in the future
• What if a customer is trying to scam with A-to-Z claim

 

What are Amazon’s A-to-Z guarantee claims?

Amazon’s A-to-Z Guarantee claim is a promise to customers. 

It ensures that when they buy from third-party sellers, they’re protected. This guarantee covers their experience from purchase to delivery. It applies to orders not received, items that arrive damaged, or when a product doesn’t match the listing description.

Who is covered?

Any customer purchasing from a third-party seller, whether the order is fulfilled through Fulfilled by Amazon (FBA) or Fulfilled by Merchant (FBM). While FBA sellers are not responsible for delivery issues, they can still face claims related to the item’s condition.

Why does this matter for sellers?

• An approved A-to-Z claim means Amazon refunds the buyer, and the refunded amount is deducted from the seller’s account.
• It affects the seller’s Order Defect Rate (ODR). A high ODR can negatively impact the seller’s account health and could lead to suspension if not managed properly.
• Constant monitoring of buyer-seller messages is crucial to catch and resolve issues before they escalate to claims.
• The A-to-Z Guarantee ensures that customers have a consistent experience when buying from third-party sellers. But for sellers, it’s essential to stay on top of orders, maintain good communication, and resolve issues quickly.

 

Facts about Amazon’s A-to-Z claims

• The A-to-Z Guarantee was introduced in 1999, just a few years after Amazon began allowing third-party sellers on its platform in 1998.
• Its primary purpose was to boost customer confidence in buying from third-party sellers, ensuring that their shopping experience would be secure even if they weren’t directly dealing with Amazon.
• A-to-Z claims helped differentiate Amazon from other e-commerce platforms by promising a safer and more reliable shopping experience for customers.
• When first launched, the A-to-Z Guarantee primarily focused on delivery issues. It protected buyers if they did not receive their orders on time or at all.
• As Amazon’s marketplace expanded, so did the coverage of the guarantee, eventually including product condition and refund disputes.
• The A-to-Z Guarantee is often cited as one of Amazon’s most customer-centric policies. It reinforces Amazon’s motto of being the “Earth’s most customer-centric company.”
• The name “A-to-Z Guarantee” reflects Amazon’s desire to cover every aspect of the shopping experience, much like its logo that points from “A” to “Z.”
• The scope of the A-to-Z Guarantee evolved with the introduction of Fulfilment by Amazon (FBA) in 2006.
• Over the years, Amazon has made the process more transparent for both buyers and sellers. Buyers now have a clear process to follow before they can file a claim, and sellers are notified directly through the Seller Central platform, giving them the chance to resolve the issue.

 

Eligibility criteria for A-to-Z claims

Amazon’s A-to-Z Guarantee is designed to protect customers, but it’s not open-ended. Buyers must meet specific criteria to file a claim, ensuring the process remains fair for sellers as well.

Item not received

• A claim can be filed if the item has not arrived within 3 calendar days after the latest estimated delivery date (EDD).
• Alternatively, if it’s been 30 days or more since the order was placed and the item is still missing, the buyer is eligible for a claim.
• Example: If an order’s EDD was September 10th, and the buyer doesn’t receive it by September 13th, they can file a claim.

Item received but not as expected

• Buyers can file a claim if the product they received is damaged, defective, or missing parts.
• Claims are also valid if the product is misclassified or significantly different from the listing.
• Example: A buyer orders a blue sweater but receives a green one instead. This qualifies as “materially different” and is eligible for a claim.

Issues with refunds

• If a buyer returns an item but does not receive a refund, they can file a claim.
• This also applies if the seller provided a partial refund instead of a full one without a valid reason.
• Example: A customer returns a defective phone but the seller only issues a 50% refund. The customer can then file an A-to-Z claim.

International returns

• For international orders, if the seller does not provide a prepaid return label or a domestic return address, the buyer can file a claim.
• Alternatively, if the seller doesn’t offer a full refund without requiring the item to be returned, the buyer has grounds for a claim.
• Example: A buyer in Canada purchases a product from a U.S. seller. If the item needs to be returned, the seller must offer a way for the item to be shipped back or provide a full refund.

Overcharging or unexpected fees

• If a buyer feels they have been overcharged, such as unexpected customs fees that were not communicated by the seller, they can file a claim.
• Example: A buyer is billed an extra $20 for customs duties that the seller had not covered or mentioned. This situation is eligible for an A-to-Z claim.

Examples of common claim scenarios

• Late delivery: A buyer orders a book with an estimated delivery of October 5th. The book has not arrived by October 9th. After reaching out to the seller and not receiving a solution within 48 hours, the buyer files a claim.
• Damaged item: A buyer orders a lamp, and when it arrives, it’s broken. The buyer contacts the seller, requesting a refund. The seller doesn’t respond within 48 hours, so the buyer submits a claim.
• Refund dispute: A customer returns a pair of shoes but only receives a partial refund without explanation. After contacting the seller and not resolving the issue, they file an A-to-Z claim.

These criteria ensure that the A-to-Z Guarantee remains a fair and structured process, protecting buyers while providing sellers with an opportunity to address issues directly. As a seller, keeping an eye on your messages and resolving issues quickly is key to avoiding unnecessary claims.

 

What happens after a customer creates an A-to-Z claim

When a customer files an A-to-Z claim, it sets off a process that involves both the seller and Amazon. The goal is to resolve the issue while keeping both parties informed. Here’s what happens step by step:

 

1. Initial notification

As soon as a customer files a claim, Amazon notifies the seller by email.

This email contains details about the claim and what the customer is seeking, like a refund or replacement.

It’s crucial for sellers to pay attention to this email and start working on a response.

 

 

2. Seller’s options: refund or appeal
   

Sellers have two main options at this stage:

 

• Issue a full refund: The seller can choose to refund the customer. This will close the claim, but it will impact the seller’s Order Defect Rate (ODR), even if a refund is given after the claim is filed.
• Appeal the claim: If the seller believes the claim is not valid or suspects buyer fraud, they can appeal. 

This requires providing evidence to Amazon, such as delivery confirmation, photos of the shipped product, or proof that the product matched the listing description.

 

3. Amazon’s investigation

If the seller does not refund or appeal, Amazon begins its investigation.

Amazon might request additional information from the seller during this time.

Example: Amazon could ask for tracking details, proof of shipment, or communication between the buyer and seller.

Sellers must respond within 48 hours to Amazon’s request for information. Failure to do so could lead to Amazon automatically granting the claim in favour of the buyer.

 

4. Automatic granting of claims

Amazon can automatically approve a claim and refund the buyer if certain conditions are met:

• The order lacked a valid tracking number.
• The seller did not respond to the buyer within 48 hours.
• The item was not shipped by the expected date.
• The item was not delivered by the estimated delivery date.

In these cases, Amazon will deduct the claim amount directly from the seller’s account without further input from the seller.

 

5. Buyer withdraws the claim

A buyer has the option to withdraw their claim if they reach a resolution with the seller. This might happen if the seller provides a satisfactory solution before Amazon makes a final decision.

When a claim is withdrawn, there is no impact on the seller’s account health or ODR. It’s as if the claim never happened.

 

6. Claim resolution notification

After Amazon makes a decision, both the seller and the buyer are notified of the outcome.

Example: If Amazon sides with the buyer, they may receive a refund directly from Amazon, and the seller is charged the amount.

If Amazon sides with the seller, the claim is closed without a refund to the buyer.

 

7. Impact on seller account metrics

The outcome of a claim can impact the seller’s account health, particularly the ODR. A higher ODR can affect the seller’s ability to sell on Amazon.

Sellers have 30 days to appeal Amazon’s decision if they believe it was incorrect or if new evidence becomes available.

When a customer files an A-to-Z claim, the seller must act quickly. They can resolve the issue directly, appeal it, or let Amazon handle the decision. Quick action and good communication with Amazon are key to minimising negative impacts.

 

How A-to-Z claims affect sellers?

A-to-Z claims can have significant impacts on Amazon sellers, affecting everything from their account metrics to their reputation among customers.

 

Here’s a breakdown of how these claims play out for sellers:

 

1. Order Defect Rate (ODR)

An A-to-Z claim directly impacts a seller’s Order Defect Rate (ODR). This metric is crucial because it measures the percentage of orders that have received negative feedback, chargebacks, or claims.

 

Amazon sets a threshold for ODR. If it exceeds 1%, sellers may receive warnings, account suspensions, or even permanent removal from the marketplace.

Example: If a seller has 100 orders and receives two A-to-Z claims, their ODR would be 2%, which is above Amazon’s acceptable limit. This puts the seller’s account at risk.

 

2. Account health and status

Multiple claims can negatively impact a seller’s overall account health. Amazon monitors this closely and takes action against accounts that are seen as problematic.

Example: A seller who repeatedly receives A-to-Z claims might face temporary suspensions. Amazon may also place restrictions on their ability to list new products until the issues are resolved.

 

3. Reputation among customers

Responding quickly to customer issues is critical for maintaining a good reputation. Sellers have 48 hours to resolve issues before a claim can be filed.

Addressing concerns promptly can prevent claims from being filed, demonstrating to customers that the seller is responsive and customer-focused.

However, a history of A-to-Z claims may signal to potential buyers that the seller is not reliable, leading to lost sales and reduced customer trust.

 

4. Financial impact

When Amazon grants an A-to-Z claim in favour of a buyer, the refund amount is deducted directly from the seller’s account.

This is especially costly if the product is expensive or if the issue involves high shipping costs.

Sellers might also have to cover the costs of returns if Amazon deems it necessary, even if they initially disagreed with the claim.

 

5. Increased scrutiny from Amazon

Sellers with a history of claims may find their accounts under closer scrutiny by Amazon.

This means that Amazon may monitor their listings, customer interactions, and shipping performance more closely.

Example: A seller who has faced multiple claims about delivery delays may have their future shipping times monitored more closely by Amazon.

 

6. Long-term impact on seller ranking

Sellers with a high number of A-to-Z claims may see their products rank lower in search results.

Amazon favours sellers with strong performance metrics, and frequent claims can diminish a seller’s standing within Amazon’s algorithm.

Example: A seller whose ODR increases may see their products drop in rankings, making them less visible to potential buyers.

 

7. Risk of account deactivation

The most severe consequence of A-to-Z claims is account deactivation. If Amazon determines that a seller is not maintaining acceptable service standards, it can suspend or deactivate the seller’s account.

Account deactivation means losing access to the seller’s listings and, in many cases, a substantial loss of income.

Sellers then will have to hire Amazon business experts to go through an appeal process, which can be time-consuming and stressful.

 

Tips to handle Amazon A-to-Z claims

Handling an A-to-Z claim can be challenging, but a systematic approach helps ensure the best outcome. Here’s how to manage the process effectively:

 

1. Stay calm and assess the situation

Don’t panic. Take a deep breath and assess the claim carefully.

Review the claim details, and identify why the customer has filed it. Understand their complaint and check your records for the transaction.

Gather any evidence you have that supports your case. This could include proof of delivery, tracking information, or communication records with the buyer. You can take help from Amazon seller central specialist to do this.

Example: If the customer claims non-delivery, double-check the tracking number and ensure it shows successful delivery.

 

2. Respond promptly to Amazon’s requests

Amazon may ask you for additional information during the investigation process. This could be details about the dispatch method, tracking numbers, proof of delivery, or return policies.

Respond within 48 hours to any information requests from Amazon. Failing to do so means Amazon might decide in favour of the buyer automatically.

Use the A-to-Z Guarantee Claims page in Seller Central. This is where you can respond to Amazon’s inquiries.

Example: For a delivery issue, provide tracking numbers and screenshots of the carrier’s confirmation that the package was delivered.

 

3. Try to resolve the issue before a claim is filed

Most claims can be avoided if you resolve issues directly with the buyer. When a customer contacts you with a problem, respond promptly.

Offer a refund or a replacement if the issue is valid. It’s better to resolve it before it escalates to a formal claim.

Example: If a buyer says they received a damaged item, offer a replacement or refund before they file a claim.

 

4. Document all communications with the buyer

Keep records of all communications with buyers. This includes messages through Amazon’s Buyer-Seller Messaging system.

Documentation can be critical if you need to appeal Amazon’s decision later.

Example: If a buyer claims they did not receive their order, show proof that you communicated the expected delivery date or any updates about delays.

 

5. Appeal if necessary

If Amazon grants the claim to the buyer and you believe it is unfair, you have 30 days to appeal.

Prepare your appeal by providing any new information or evidence that Amazon might not have considered initially.

Use the Option to Appeal tab in Seller Central’s A-to-Z Guarantee Claims page. Include all relevant details in your comments.

Example: If the tracking shows successful delivery but the buyer claims they did not receive the item, provide screenshots of the tracking history and delivery confirmation.

 

6. Maintain accurate tracking information

Always provide a valid tracking number and carrier details when shipping orders. This is crucial for proving that an item was delivered on time.

Orders without trackable shipping information are often automatically ruled in favour of the buyer.

Example: Use reputable carriers with reliable tracking services to avoid disputes over delivery.

 

7. Understand when Amazon automatically grants claims

Amazon may automatically grant claims if:

• The order lacks tracking information.
• You do not respond to the buyer within 48 hours.
• The order is shipped late or not delivered by the estimated date.

Understanding these scenarios helps you avoid unnecessary claims by taking preventive actions.

 

8. Provide a positive customer service experience

A good customer experience reduces the likelihood of claims. Be responsive, polite, and clear in all communications.

Example: If a buyer requests a return for an item that doesn’t meet their expectations, provide return instructions promptly.

 

How to avoid getting any A-to-Z claims in the future

Avoiding A-to-Z claims is critical for maintaining a healthy account on Amazon. Here are practical steps you can take to minimise the risk of claims.

 

1. Post accurate listings

Set clear expectations for buyers by providing accurate product descriptions.

Ask your Amazon SEO experts to include detailed information about size, colour, materials, and features. Use clear, high-quality images from various angles.

 

Make sure listings reflect the correct product condition—whether it’s new, refurbished, or used.

Example: If selling a blue T-shirt, ensure the images and description clearly specify that it’s blue, so the buyer isn’t surprised when they receive it.

 

2. Securely package your products

Protect your items with sturdy packaging to avoid damage during shipping.

Use bubble wrap, packing peanuts, and strong tape to secure items, especially fragile ones.

This step ensures that products arrive in the same condition as advertised.

Example: A fragile glass vase should be wrapped in bubble wrap and packed in a box with padding to prevent breakage.

 

3. Use high-quality fulfilment and shipping

If you fulfil orders through Fulfilment by Merchant (FBM), choose a reliable shipping partner.

Provide valid tracking information for every order. This helps buyers track their package and reduces disputes.

If using Amazon’s Buy Shipping Services, you get extra protection against delivery-related claims.

Example: Always use tracking numbers and, for high-value items, require a signature on delivery to confirm receipt.

 

4. Ship on time

Meet or exceed shipping deadlines to avoid complaints about late deliveries.

If there’s a delay, communicate with the buyer immediately to manage their expectations.

Confirm shipments in Seller Central to ensure Amazon has accurate delivery information.

Example: If you anticipate a weather-related shipping delay, inform the customer and ask if they’re willing to wait.

 

5. Respond to customer inquiries quickly

Respond to buyer messages within 48 hours to resolve issues before they escalate into claims.

Address refund requests, return requests, and product issues as soon as they are raised.

A quick response can often prevent a formal claim from being filed.

Example: If a buyer reports a damaged item with photos, offer a refund or replacement immediately.

 

6. Require signatures for high-value items

For expensive items, such as jewellery or electronics, require a signature upon delivery.

This provides proof that the item was received, reducing the risk of false claims.

Example: A buyer claims they didn’t receive a $500 watch. A signature can confirm delivery, protecting you from an A-to-Z claim.

 

7. Monitor and improve customer service

Track your emails and notifications to ensure no customer inquiry is missed.

If your team struggles with timely responses, consider hiring additional support or using a third-party customer service provider.

Example: Set up automatic email notifications for new buyer messages so that you can respond faster.

 

8. Prevent out-of-stock orders

Monitor your inventory closely to avoid accepting orders for items that are out of stock.

If an item sells out unexpectedly, cancel the order promptly and inform the buyer.

This prevents buyers from waiting for items that won’t arrive.

Example: A customer orders a product that just went out of stock. Immediately inform them and cancel the order to avoid frustration.

 

9. Keep your return policy updated

Clearly outline your return policy in your product listings.

Inform buyers if they will need to cover return shipping costs. Make sure your policy aligns with Amazon’s guidelines for easy compliance.

Example: State that buyers returning an international order may need to cover return shipping if they change their mind.

 

10. Use Amazon’s Buy Shipping Services

Using Amazon’s shipping services automatically adds tracking and offers protection against delivery-related claims.

If a claim is made about delivery, Amazon is more likely to favour the seller if Buy Shipping was used.

Example: A buyer claims they never received an item. If you use Amazon’s Buy Shipping Services, Amazon will use tracking data to verify the delivery.

 

What if a customer is trying to scam with A-to-Z claim

Sometimes, a customer might attempt to abuse the A-to-Z claim process. They might claim that they never received an item, even though tracking shows it was delivered. They might assert that an item was damaged when there is no evidence to support it. Here’s how to handle these situations:

 

1. Stay calm and gather evidence

• Don’t jump to conclusions or panic. Keep a cool head and focus on gathering all relevant evidence.
• Review the order details, tracking information, and any communication you’ve had with the buyer.
• Check for delivery confirmation, such as tracking updates, delivery photos, or a signature if required for high-value items.
• Example: If tracking shows a package was delivered to the buyer’s address, take a screenshot of the tracking information to use as evidence.

 

2. Respond to Amazon promptly

• Amazon will notify you of the claim via email and through the Seller Central dashboard.
• Respond within 48 hours with the information Amazon asks for. A prompt response shows that you are engaged and serious about resolving the issue.
• Provide detailed information like tracking numbers, delivery confirmation, and screenshots of messages with the buyer.
• Example: If the buyer claims non-receipt, include the tracking history showing delivery and any messages where the buyer confirmed receipt.

 

3. Include all proofs of delivery

• Provide proof of delivery, such as tracking numbers and shipping carrier details. This is especially useful if the claim is related to non-receipt.
• For high-value items, include proof of signature or delivery photos if available.
• This evidence can be crucial in cases where the buyer claims they didn’t receive the item.
• Example: If a customer claims they never received a $300 item, but you have a signature on delivery, share that signature with Amazon as proof.

 

4. Highlight buyer-seller communication

• If the buyer contacted you before filing a claim, include copies of your communication.
• Show that you tried to resolve the issue before it escalated to a claim. This can work in your favour.
• Example: If the buyer messaged you about an issue and you offered a solution that they ignored, provide that communication as evidence.

 

5. File an appeal if necessary

• If Amazon rules in favour of the buyer despite your evidence, you have 30 days to file an appeal.
• In your appeal, provide any additional information that wasn’t initially considered. Be clear and concise in your explanation.
• Emphasise the discrepancy between the buyer’s claim and the evidence you’ve provided.
• Example: If Amazon approved a claim for a defective item, but the buyer never provided proof of damage, mention this in your appeal.

 

6. Use Amazon’s fraud reporting tools

• If you believe the buyer is repeatedly abusing the A-to-Z claims process, report it to Amazon through the Report a Violation tool.
• Document any patterns of behaviour that indicate fraudulent activity.
• While Amazon may not always act immediately, providing them with detailed reports can help in future cases.
• Example: If a buyer has opened multiple claims for non-receipt with different sellers, share this pattern with Amazon.

 

7. Require signature for high-value orders

• To prevent false non-receipt claims, require a signature upon delivery for orders above a certain value.
• A signature provides strong evidence that the item was delivered to the buyer.
• Example: For orders over $200, set up your shipping to require a signature. This can prevent claims that the item wasn’t received.

 

8. Monitor your account health

• Even if a claim seems suspicious, keep an eye on your Order Defect Rate (ODR) and account health metrics.
• Avoid accumulating too many claims, as it can trigger additional scrutiny from Amazon.
• Handle each claim carefully, even when dealing with potentially dishonest buyers.
• Example: If you notice an increase in claims from a particular type of order or shipping location, adjust your shipping methods or policies to mitigate future issues.

 

Navigate A-to-Z claims with confidence

Handling Amazon A-to-Z claims might feel like a challenge, but with the right approach, you can turn it into an opportunity to build trust with your customers.

 

When you respond quickly, provide accurate details, and maintain open communication, you not only resolve disputes—you strengthen your reputation as a reliable seller.

 

Remember, each resolved claim is a step toward a stronger, healthier Amazon business.

 

And when you have the right expertise on your side, those claims don’t stand a chance.

 

eStore Factory’s Amazon experts are here to support you with the insights you need to keep your seller account in top shape.