How to respond to an A-to-Z Guarantee Claim
Hi Sellers,
If you ever receive a notification for an A-to-Z claim, please follow the steps below on how to respond:
- From the Performance menu, select A-to-z Guarantee Claims.
- In the Action required tab (which is the default tab), find the relevant claim and select Respond to Amazon.
- 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: The text box does not support attachments. Use Buyer-Seller Messages if you want to attach documents to send to the customer, and then state in your response that you have attached additional information (such as print on demand) in Buyer-Seller Messages.
- Click Submit.
We encourage you to regularly check your email so you're aware of when you have to take action on Claims. Promptly respond to Claims to ensure a good customer experience. For more information on the impact of Claims, go to Order defect rate.
For information about how to respond to A-to-z claims covering property damage or personal injury caused by a defective product, go to A-to-z Claims Process for Property Damage and Personal Injury.
Note: The A-to-z Guarantee is different for Amazon Pay transactions. You can review the Amazon A-to-z Guarantee for merchants on the Amazon Pay website.
Best,
-Connor
10 replies
Seller_OvL8C4BJWiuS9
If a buyer has made a claim, I thought we were to not communicate with them as it can be construed as some sort of manipulation? Why can't an attachment button be added to the claim itself?
Seller_jogL31OgguaLJ
Amazon isn't following their own rules anymore. They immediately grant every claim now and only sometimes can they be appealed, but no human is reading appeals. I just lost a claim on 113-7315663-4180234 . the claim was granted a few hours before it delivered. AND I LOST the appeal. Customer gets product and $$$. No human looked at this. The post office is delivering late more often than ever and I am being punished for it. I shipped it on 1/30 and it delivered 2/15. It was actively being scanned when it got refunded!!! At my expense and at my fault. Explain where I was at fault please?
Sat, Feb 15, 2025, 7:48 AM PST Package delivered.
Sat, Feb 15, 2025, 4:56 AM PST Package is out for delivery.
Sat, Feb 15, 2025, 4:45 AM PST Package arrived at a carrier facility.
Sat, Feb 15, 2025, 1:30 AM PST Package arrived at a carrier facility.
Fri, Feb 14, 2025, 12:17 PM PST Package arrived at a carrier facility.
Fri, Feb 7, 2025, 2:00 PM PST Package delayed in transit
Mon, Feb 3, 2025, 9:12 PM PST Package arrived at a carrier facility.
Mon, Feb 3, 2025, 7:01 AM PST Possible delay in delivery.
Mon, Feb 3, 2025, 1:56 AM PST Possible delay in delivery.
Sun, Feb 2, 2025, 1:24 PM PST Package arrived at a carrier facility.
Sun, Feb 2, 2025, 12:53 PM PST Columbus Oh Distribution Center US Package arrived at a carrier facility.
Sun, Feb 2, 2025, 9:34 AM PST Warrendale Pa Distribution Center US Package left the carrier facility.
Sun, Feb 2, 2025, 9:11 AM PST Package left the carrier facility.
Fri, Jan 31, 2025, 9:19 PM PST Warrendale Pa Distribution Center US Package arrived at a carrier facility.
Fri, Jan 31, 2025, 8:04 PM PST Coraopolis PA US Package arrived at a carrier facility.
Thu, Jan 30, 2025, 3:30 PM PST Package left the shipper facility
clearly AI is reading claims and posting a false response :The customer claimed an issue with delivery for their order and the tracking information is either missing or invalid. Per policy, valid tracking was required on this order., That is not at all what tracking shows!!!!
Seller_jogL31OgguaLJ
Here's another that delivered after amazon immediately granted a claim and denied an appeal that it was actively tracking (hazmat moves slow). Here i lose the $$ and am charged at fault on something that clearly shipped fast, but post office delivered slowly. So I lose , lose and lose again to another A to z.
112-8115734-8508203 amazon paid the claim Jan 3. Amazon again claims falsely " tracking information is either missing or invalid" yet package was actively tracking. It had an active scan just hours before amazon refunded at my expense again. Why is this an at fault claim?
Delivered
Delivered, In/At Mailbox
FORT LAUDERDALE, FL 33326
January 7, 2025, 11:30 am
Out for Delivery
FORT LAUDERDALE, FL 33326
January 7, 2025, 7:37 am
Arrived at Post Office
FORT LAUDERDALE, FL 33326
January 7, 2025, 7:26 am
Arrived at USPS Regional Destination Facility
OPA LOCKA FL DISTRIBUTION CENTER
January 6, 2025, 12:16 am
In Transit to Next Facility
January 5, 2025
Arrived at USPS Regional Destination Facility
JACKSONVILLE FL DISTRIBUTION CENTER
January 3, 2025, 10:36 pm
Arrived at USPS Facility
CAROLINA, PR 00984
December 21, 2024, 11:53 pm
In Transit to Next Facility
December 13, 2024, 8:31 pm
Arrived at USPS Regional Facility
JACKSONVILLE FL DISTRIBUTION CENTER
December 13, 2024, 7:17 pm
In Transit to Next Facility
December 13, 2024, 1:28 pm
In Transit to Next Facility
December 13, 2024, 6:55 am
Departed USPS Regional Facility
WARRENDALE PA DISTRIBUTION CENTER
December 13, 2024, 2:29 am
Arrived at USPS Regional Origin Facility
WARRENDALE PA DISTRIBUTION CENTER
December 13, 2024, 12:26 am
Accepted at USPS Origin Facility
CORAOPOLIS, PA 15108
December 12, 2024, 11:11 pm
USPS tracking 9318420111412198512034 Your item was delivered in or at the mailbox at 11:30 am on January 7, 2025 in FORT LAUDERDALE, FL 33326. This claim was charged to me for "uinvalid tracking". That is false. this was simply misloaded by the USPS and delivered LATE. Customer should be asked to return package and I should NOT be charged at fault for the claim, I used amazon shipping and i should be protected from this claim.
Customer messaged you
December 20, 2024
You messaged the customer
December 20, 2024
Seller_P2tO3Dz0ddcsP
Hi@Connor_Amazon
Because our order was oversized, we purchased the consumer signature service, so we needed to make an appointment with the consumer for delivery, but we failed to contact the consumer through Amazon's virtual number, resulting in missing the latest delivery time.
Finally, within half a day after the consumer applied for AZ, the package was signed and delivered. The consumer contacted Amazon customer service to cancel the claim, and Amazon customer service responded that the order would be marked as received and the consumer would be charged again.
However, as of now, this order is still in the refunded status, and Amazon has rejected my claim, here is order: 114-1204406-8393035
could you help check and solve it
Looking forward to your reply
Seller_N0Ibka9Kv8AtQ
My personal FAVORITE Amazon response :
"The customer reported an issue with delivery. In this case, the tracking information indicates delivered, but the customer did not receive the package. Because you provided sufficient information that proves order was actually received by the customer, we will not count the claim against your Order Defect Rate."
Thank you for proving it was delivered but we are still taking your money. Abusive Amazon practice towards seller. Nothing else can be read into this. If Amazon wants to make the customer whole that is there choice but not on the backs of sellers. Stealing money from sellers
Seller_aUbEyzlSSnsDJ
We do not respond to A-to-Z. We look once in a while; amazon is going to do what amazon wants. Most outcomes are in our favor. Not worth fighting for us
