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This article applies to selling in: United Kingdom

How to respond to an A-to-z Guarantee Claim notification?

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:

  • For delivery related claims: Dispatch method, proof of delivery provided by the carrier including tracking number, customer’s delivery address, customer’s signature confirmation and carrier details.
  • For returns related claims: Domestic return address, returns shipping details (e.g. prepaid return label), and information about why a particular return request was closed (i.e. rejected) and not authorized.
  • Any correspondence between you and the customer that demonstrates your communication with the customer (including if the customer provided an acknowledgement of receipt of the order and/or indicated 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 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 .

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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