Hey Amazon Community! 👋

I know that most of the post created in the Canada forums are related to appeals for A to Z claims.

While some claims can be disputed, I've seen claims that does not meet the criteria to be escalated. For this reason, I would like to share with you some important information regarding this topic:

First Things First - Before Any Claims Happen

• Remember, customers need to reach out to you first before filing a claim - this is your chance to make things right!

• You've got 48 hours to respond when a customer contacts you.

Quick tip: Aim to respond within 24 hours - it works wonders for customer satisfaction.

When You're Facing a Claim

• Stay calm! Amazon will review everything carefully

• Keep in mind - claims might automatically go to the customer if you:

• Missed shipping deadlines
• Didn't provide tracking info
• Didn't respond to their initial message

Yes, claims affect your ODR (Order Defect Rate), but you've got 30 days to appeal if needed

Your Best Defense? Prevention! 🛡️

• Always use tracked shipping (think of it as insurance for your business)
• Have a proof of delivery such as signature on file, a picture does not guarantee the package was received by the customer
• Be honest and clear in your product descriptions and photos
• Keep an eye on those customer messages
• Handle returns promptly and professionally
• Process refunds quickly (within 2 business days of receiving returns)

Staying on Top of Things

• Check your claims regularly in Seller Central (Performance > A-to-z Guarantee Claims)
• If you disagree with a decision, remember you have 30 days to appeal with new evidence

Pro Tips for Success:

• Set up notifications for customer messages
• Keep detailed records of all your communications
• Take photos of valuable items before shipping
• Consider signature confirmation for high-value orders

If you would like to read more about how to prevent an A to Z claim, you can click the link below:

Prevent an A-to-z Guarantee claim

Remember, we're all in this together. The best strategy is preventing claims through excellent service, clear communication, and prompt responses.

Wishing you great success in your Amazon selling journey! 🌟

Christine