If we determine that additional information is required during an A-to-z Guarantee claim (“Claim”) investigation, we will contact you via email with a request for more information and provide a claim notification on your Seller Central homepage that requires your attention. This may include (but is not limited to) the following information:
If you do not respond to our request for additional information within 48 hours, the claim will be granted in favour of the customer, and your account will be debited for the claim amount. This claim will impact your Order Defect Rate. You can monitor your Order Defect Rate using the Account Health dashboard.
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. Note that the text box does not support attachments. Use Buyer-Seller Messages if you need to attach documents and send it to the customer. Please state in your response that you have attached additional information (for example, proof of delivery) in Buyer-Seller Messages.
4. When you are ready, click Submit.
We encourage you to regularly check your email so that you are aware of when you need to take action on claims. Promptly respond to claims to ensure a good customer experience. For more information on impact of the claims, go to Order Defect Rate.
For more information about claims, go to About Amazon’s A-to-z Guarantee Claims .