Amazon A-to-Z Guarantee Policy for Sellers: What To Keep in Mind?


Buying and selling products online need a certain amount of trust, particularly when purchasing from a company that is unpopular.

When it comes to Amazon, the e-commerce giant provides the A-to-Z guarantee that protects clients when shopping directly from a vendor on the website.

If a client encounters a problem with their purchase, they might issue a claim to get a refund – it is known as an AMZ A-to-Z guarantee claim. To give you a basic understanding of handling such claims, we’ve compiled a quick guide. Keep on reading to learn everything you need to know about the A-to-Z guarantee in a couple of minutes.

What Are the Reasons for A-to-Z Guarantee Claims?

Clients are under the program’s protection and may get a partial or full money refund under specific circumstances. For instance, if you get a message from the marketplace about an A-to-Z guarantee claim, probably one of the reasons is:

  • Your customer purchased a product, but the item didn’t arrive. It’s also possible for the customer to file a dispute if the product arrives late. They may already file a claim three days after the estimated delivery date or thirty days from the date you handled the order.
  • The customer received a defective or damaged item. They might also file an A-to-Z claim for missing or misclassified parts.
  • The client returned the product and hasn’t got a refund.
  • You disagree with accepting a refund request, even when declared in the platform’s Return Policy.
  • You didn’t provide a return address, prepaid label, or refund for returned products.

If the above circumstances apply, shoppers can resort to claims within 90 days of the estimated delivery date and gain their refund.

How To Challenge a Claim on Amazon?

If there is a valid claim, as per A-to-Z Amazon policy, you should deliver a measured reply proactively and promptly. Although there might be dishonest shoppers in the marketplace, the claims are real in most cases, and the damage may be undone. Check out the stages of a proper claim challenge procedure:


  1. Study if the A-to-Z claim is founded and search for some proof (for example, signature on delivery).
  2. When the fault lies with the marketplace, do not take the blame on yourself by accepting a refund.
  3. Refer the issue to Amazon and close the case, so it does not impact your ODR.
  4. If the fault lies with the customer or you, the first reply to the client.
  5. Draft an answer to the client and aim to send it within two business days.
  6. Contact the shopper to let them know you have received the claim and are investigating the issue.
  7. Apologize for the inconvenience caused without accepting your fault (at least not yet).
  8. Indicate clearly that your customer’s opinion matters and you are keen to resolve the problem satisfactorily.
  9. Offer a partial refund or replacement, with the rest to follow once the product is returned.
  10. If you are willing to take the fault, issue a 100% refund.
  11. If you are offering a partial refund (for example, return shipping expended), call it a gesture of your goodwill.
  12. Tell your client that the claim is damaging; closing it will undo the damage.
  13. Politely ask your customer for feedback at their earliest convenience.
  14. Ensure to dispatch your response on time and wait.
  15. If the customer does not respond in a reasonable amount of time, contact the Amazon reps.
  16. In your answer to AMZ, include the basics of the matter and attach correspondence with your client.
  17. If the client responds and agrees to return the product, issue a partial refund.
  18. Indicate in the email that the deliverer has been informed of the claim (damaged or missing).
  19. When the produce arrives, take pictures of the contents and package.
  20. Make an unwrapping video where you show the packaging and the unwrapped product.
  21. Include the details in the returned log and take a picture of the entry.
  22. If your client is clearly in the right, present your apologies again and give a 100% refund.
  23. If you think it to be the client’s fault, charge the restocking cost and appeal the marketplace’s decision.
  24. Give Amazon some proof (packaging photos, unwrapping video, invoices, etc.)
  25. Indicate the reason for not accepting responsibility, and suggest a fair solution for the buyer and you.

If you have ticked all 25 steps, feel free to take comfort in knowing that you have done everything in your power.

Final Thoughts

As with any other business that delivers physical goods to clients, customer complaints are an inevitable process.

Try to limit such complaints and avoid AMZ A-to-Z claims by:

  • Providing proper customer service;
  • Tracking your performance as a merchant;
  • Communicating promptly and clearly with shoppers;
  • Offering good quality items;
  • Using trustworthy transportation/delivery methods;
  • Maintaining accurate and detailed logs of all deliveries and orders.

As soon as you get into the habit of such good business practices, you will avoid main issues through smart damage control and keep the best reputation as a reliable Amazon seller!


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