How to prevent and appeal an A-to-Z Claim
📦 A-to-z Guarantee Claim is there to make sure customers get what they ordered, in good condition, and on time - whether they buy directly from Amazon or from other sellers like you.
Sometimes things go wrong, and that's okay. We know that sometimes packages get delayed because of shipping problems or customs issues. 🌎 This can happen to anyone, even Amazon.
We give you time to gather information and explain your side of the story. We look at each case carefully and try to be fair to everyone. 🛒 In our case, if a customer doesn't get their order by the date we promised, they can contact our customer service; we'll look into what happened and might send a new item, or give a refund.
Here's some helpful info:
What If we decide in the customer's favor? Yes, they don't have to send the item back... 😓 But don't worry 🙋🏼♀️- you have 30 days to appeal if you think we made a mistake. This is your chance to give us any new information.
🔑 The key is to be transparent, responsive, and provide as much supporting evidence as possible. This gives you the best chance of successfully appealing an A-to-Z claim.
These help pages have more information for you:
- Amazon’s A-to-z Guarantee claims
- Appeal an A-to-z Guarantee claim
- How to respond to an A-to-z Guarantee claim
- Prevent an A-to-z Guarantee claim
💡 For those of you out there who have successfully appealed an A-to-Z Claim, please share some tips with your fellow Sellers in the comments below! 👇🏼 Anything and everything you can share will be greatly appreciated. 🤗
Looking forward to reading your contributions!
-Sunnie
How to prevent and appeal an A-to-Z Claim
📦 A-to-z Guarantee Claim is there to make sure customers get what they ordered, in good condition, and on time - whether they buy directly from Amazon or from other sellers like you.
Sometimes things go wrong, and that's okay. We know that sometimes packages get delayed because of shipping problems or customs issues. 🌎 This can happen to anyone, even Amazon.
We give you time to gather information and explain your side of the story. We look at each case carefully and try to be fair to everyone. 🛒 In our case, if a customer doesn't get their order by the date we promised, they can contact our customer service; we'll look into what happened and might send a new item, or give a refund.
Here's some helpful info:
What If we decide in the customer's favor? Yes, they don't have to send the item back... 😓 But don't worry 🙋🏼♀️- you have 30 days to appeal if you think we made a mistake. This is your chance to give us any new information.
🔑 The key is to be transparent, responsive, and provide as much supporting evidence as possible. This gives you the best chance of successfully appealing an A-to-Z claim.
These help pages have more information for you:
- Amazon’s A-to-z Guarantee claims
- Appeal an A-to-z Guarantee claim
- How to respond to an A-to-z Guarantee claim
- Prevent an A-to-z Guarantee claim
💡 For those of you out there who have successfully appealed an A-to-Z Claim, please share some tips with your fellow Sellers in the comments below! 👇🏼 Anything and everything you can share will be greatly appreciated. 🤗
Looking forward to reading your contributions!
-Sunnie
10 replies
Seller_7LrAV0m5llaI7
To prevent customers from filing A to Z claims, Why not just fix the tracking issues with Purolator and Canada Post that have been ongoing since April 2024 and November 2024 respectively, so that Amazon's customers can view proper tracking and not get forced to file A to Z claims in the first place?
Every morning we have to deal with Customers that say their item isn't delivered, however it was delivered to their community mailbox. We then have to direct them to the correct tracking info on Canada Post's website, and email them a screenshot, because Amazon's account app can not provide the right data.
Also Amazon's systems for customers go straight to A to Z claim right away for Canada Post lettermail orders under $30, despite Amazon policy allowing for sellers to ship lettermail for orders under $30 within Canada.
Seller_kNAboD6kRgVt7
My current A-Z claim has been filed as Not Recived today, July 2nd. Delivery promise date is July 10. ???!!!
Is this bad tech or just willful damage to sellers?
Seller_NFXUjGCtS4RaO
Is this a joke again?
Just got an order losing A-to-Z even when having proofs (showed to a-to-z) that buyer returned damage product after more than half a month of use. Claim was first granted reason = we closed the return request (well got proof return request was authorized and on-time), appealed but denied this time reason = we did not respond to the claim for more information (well again responded within 24 hours after received the a-to-z email). Sent another appeal, wasted time since "a-to-z stand by their decision"
Guess a-to-z should be "gives buyer the best chance of successfully scam with an A-to-Z claim" instead.
Seller_xJx7vH6fvZFD9
Why is Amazon incitating customers to open A-to-Z claim if the seller does not want to provide a prepaid return label or a full refund without a return?
Those misleading articles are creating more tensions between customers and sellers. It has always been stated that if the seller has provided the delivery service on time and the product is delivered in perfect condition, there should not be any obligation of sending a prepaid label or full refund to the customer.
This article from Amazon is in complete contradiction with the policy that we have been experiencing for years.
amazon.ca/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV
Situations in which a customer can open an A-to-Z claim (according to this article) :
3. You wanted to return an item, but the Seller didn't provide one of the following:
-A prepaid return label (with a valid tracking ID)
-A full refund of the item without return
Seller_LtCxu1GTO9roo
⚠️ Order 1: 702-6715120-9897019
Problem:
2025-06-28 Returned package (Canada Post: 0103236217010280) was still in transit when buyer initiated A-to-Z claim!
2025-07-04 Amazon refunded directly, but logistics so far shows Delivery Failed → Warehouse didn't receive the goods at all!
Complaint result: background complaint was rejected for vague reasons (claimed “goods do not match”), completely ignoring the logistical evidence!
⚠️ Order 2: 702-3179448-6568263
Problem:
Buyer requested a return on 2025-06-091, which we approved the same day.
Buyer initiated A-to-Z claim on 2025-06-25 → Package is still in transit (Canada Post: 0103178101460286, status: In Transit).
2025-06-30 Amazon closed the return directly and refunded!
📌 Core contradiction: amazon policy is ignored by the system!
According to The Amazon A-to-z Guarantee policy:
"The buyer must return the item to receive a refund" (sic: The buyer must return the item to receive a refund).
However, in both orders:
✅ We approved the return in time and provided a label;
✅ The return package never reached the warehouse (logistics records are ironclad);
❌ Amazon is forcing a refund when the return was not received and deducting our ODR!
Seller_i9TGYrUtq3Q8K
Most sellers' dissatisfaction with A-to-Z stems from the mindless automation - honest sellers' claims are refused/pushed back, while buyers unsubstantiated claims are authorized, putting sellers at a huge disadvantage.
The potential for an A-to-Z claim and negative outcome overhangs all buyer 'complaints', requiring sellers to bend over backwards, even for the most specious quibbles. Totally exploitive.
Seller_OXalMGxoU5V5s
A to Z just automated. no human could make the crazy decisions i went through. I had customer request a part replacement for large set. we shipped right away with tracking. ruled against us because we did not send return label. they did not want a return. if they hinted maybe return i would have sent label. it doesnt even cost me unless they use label. but felt wrong because they did not want to return. I am out 1000$, i feel my small business is at risk, i dont know what crazy computer is deciding my next a to z based on quota not facts.
Seller_GFGMqpluFFVE9
We had cusatomer file AZ claim becuase they were very impatient in helping us with getting RMA authorized by the Manufacturer on a $3100 item, these things take at least few business days, customer gave us no time to resolve their issue (item received on friday, they launched AZ claim on a Sunday), We authorized the return next day and sent customer a pre-paid shipping label and our return policy clearly states refund will be issued once product is returned. Claim was launched 2 days ago, since that time we provided the customer with everything they need to return the item even though they refused to cooperate, claim is still pending and customer is not responding to our messages to return the item, what do we do now ? The AZ claim has disappeard from our dashboard since we authorized the return and provided return instructions and shipping label.
