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This article applies to selling in: United Kingdom

How to respond to an A-to-z Guarantee Claim (Referred to as “Claim(s)” in this help page) notification?

If we determine that additional information is required during a Claim investigation, we will contact you via email with a request for more information and provide an A-to-z Guarantee Claim notification on your Seller central homepage that requires your attention. This may include (but is not limited to) the following information:

  • For delivery related Claims: Dispatch method, proof of delivery, tracking number, and carrier details.
  • For returns related Claims: Eligibility of return request, domestic return address, returns shipping details (like return label)
  • Any correspondence between the Buyer and you that proves you spoke to the buyer or received an e-mail message from the buyer with an acknowledgement of receipt of the order and/or satisfaction with the transaction.

If you do not respond to our request for additional information within 48 hours, the Claim will be granted in favour of the Buyer, and your account will be debited for the Claim amount. This Claim will reflect in your account health or Order Defect Rate (ODR) metrics.

To respond to a Claim notification:

1. From the Performance menu, select A-to-z Guarantee Claims.

2. In the Action required tab (which is the default tab), find the relevant Claim and select Respond to Amazon.

3. Enter your comments in the text box and include any information that may help us better understand the Claim and your position on whether it should be granted. Please note the text box does not support attachments. If you need to attach any documents, please use Buyer-Seller Messages to attach documents and send it to the buyer. Additionally state in your A-to-z Guarantee Claim response that you have attached additional information (example POD) in Buyer-Seller Messages.

4. When you are ready, click Submit.

We encourage you to check your email often so that you are aware of when you need to take action on Claims. Promptly responding to Claims is critical for reaching amicable outcomes. Please review our Order Defect Rate (ODR) help page for more information on how Claims impacts your account health.

For more information about claims, refer to the About A-to-z Guarantee claims help page.

Note: The A-to-z Guarantee policy is different for Amazon Pay transactions. You can review the Amazon A-to-z Guarantee for Merchants on the Amazon Pay website.
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