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
0 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.
