You will receive an email notification when a buyer files a Claim under Amazon’s A-to-Z Guarantee. You can also follow Claims filed by your buyers by going to the A-to-Z Guarantee Claims page under the Performance tab in your seller account. Only for your convenience are email alerts provided. You are in charge of tracking and resolving your Claims. By entering a Claims related order id, you may also utilize this quick link to track the status of A-to-Z Guarantee Claims. To know in detail about Amazon claims, you can visit the below link:
https://www.zonbase.com/blog/a-sellers-guide-to-amazon-a-to-z-claims/
What is the procedure for filing an A-to-Z Guarantee Claim, researching it, and appealing?
1. You have the option of immediately resolving the matter with the buyer. Suppose you are approached by a buyer via Buyer-Seller Messages or a Return Request about an unsatisfactory post-order experience and cannot fix the issue within 48 hours. In that case, the buyer has the right to make a claim.
2. There are four possible outcomes if a Claim is filed:
- The buyer cancels the Claim, and it is closed without affecting your account’s health or ODR.
- While the inquiry is ongoing and the Claim will be closed, you can offer a full refund to the buyer by selecting refund customer. This will be recorded in your ODR. Therefore it’s better to settle any issues with the buyer immediately within the first 48 hours of being raised via Buyer-Seller Messages or Return Requests. You may choose to request that the buyer return the item before processing the refund if you refund the customer’s payment.
- Amazon investigates the Claim manually and decides whether or not to grant the Claim in the buyer’s favor. The manually investigated claims are resolved based on several factors, including your response(s) (if any) to Buyer-Seller Messages or any other information you provide.
- Amazon may request additional information (see how to reply to an A-to-Z Guarantee Claim notification) and represent your version of events during this process. You must provide as much relevant and persuasive information as possible about the transaction or particular actions made in connection with the transaction. If you don’t answer our information request within 48 hours, Amazon may grant the buyer’s Claim, which will be recorded in your account’s health or Order Defect Rate.
When any of the following requirements are met, Amazon automatically grants Claims and deducts the Claim amount from your account:
- When the order was placed, it did not have a trackable shipping method, and no valid order tracking IDs were provided on the Manage orders page.
- The consumer contacted you via Buyer-Seller Messages for a delivery issue or Return Request for a product issue, and you did not respond within 48 hours.
You have failed to send the order by the estimated delivery date.
- You failed to meet the anticipated delivery date for the order. These results would also be reflected in the health of your account or the Order Defect Rate (ODR). You have a 30-day window to file an appeal.
- You have 30 days to appeal and request a further inquiry if Amazon grants a Claim in favor of a buyer. If you do not file an appeal within 30 days, the case will be dismissed.