Get 10% back on your first $70,000 CDN in branded sales. Learn how
Get 10% back on your first $70,000 CDN in branded sales. Learn how
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    📋 A-to-Z Appeals Made Simple
    by Seller_FJwyF3iu5qxUY
    Amazon replied

    Hello sellers,

    Receiving an A-to-Z claim can feel frustrating, but understanding the appeal process can help you protect your account health and potentially reverse unfavorable decisions. Let's walk through everything you need to know about appealing these claims effectively.

    🔍What Is an A-to-Z Claim?

    The A-to-Z Guarantee protects customers when they experience issues with Marketplace orders whether it's a delivery problem or an item condition issue. If a customer doesn't receive a resolution after contacting you and waiting 48 hours, they can file a claim with Amazon. Once filed, claims are either auto-granted or manually reviewed by Amazon's investigation team.

    ⏰ Understanding Your Appeal Window

    You have 30 calendar days to submit an appeal after a claim is granted and your account is debited. This is your opportunity to provide new information that could dispute the decision and potentially reverse the claim.

    📝How to Appeal: Step-by-Step

    Step 1: Access Your Claims

    • Go to the Performance menu in Seller Central
    • Select "A-to-z Guarantee Claims"
    • Click on the "Option to Appeal" tab

    Step 2: Locate Your Claim

    • Find the relevant claim you want to appeal
    • Select "Appeal decision"

    Step 3: Build Your Case, enter your comments in the text box with any information that helps Amazon understand why the claim should be reversed.

    Focus on providing:

    • For delivery-related claims: Shipping method, proof of delivery from your carrier (signature confirmation, carrier details.)
    • For returns-related claims: Domestic return address, return shipping details (like prepaid labels), and explanation of why a return request was rejected
    • Customer communication: Any correspondence showing the customer acknowledged receipt or expressed satisfaction with the transaction

    ⚠️Important Note: The text box doesn't support attachments. If you need to share documents like proof of delivery, use Buyer-Seller Messages to send them to the customer, then mention in your appeal that you've attached additional information via Buyer-Seller Messages.

    Step 4: Submit Your Appeal Click "Submit" when you're ready. Amazon will review the information you provided.

    ⏳What Happens Next?

    After you submit your appeal, Amazon's investigation team will review your case. If they need additional information, they'll contact you via email. You must respond to any information requests within 48-72 hours.

    When your appeal is successful, either the refund cost or the impact to your Order Defect Rate (ODR) may be reversed. Keep in mind that it may take up to 7 calendar days for the ODR reversal to reflect on your Orders page or for your selling account to be refunded.

    Pro Tips for Successful Appeals

    ✓ Act quickly - Don't wait until the last day of your 30-day window

    ✓ Be specific - Include order IDs, dates, tracking numbers, and concrete evidence

    ✓ Stay professional - Present facts clearly without emotional language

    ✓ Document everything - Keep records of all customer communications

    📚Need More Help?

    For additional guidance on A-to-Z claims, visit the A-to-z Guarantee Claims help page or learn more about responding to claim notifications.

    I want to hear from you! What are your thoughts? How do you appeal? Do you have a format you use? Let me know!

    1 vote
    1 vote
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    Seller_2k9ll1WgKerX7
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    FBA returns/refunds are OUT OF CONTROL
    by Seller_2k9ll1WgKerX7

    Anyone else getting absolutely killed by FBA returns/refunds. It's almost 10% of our monthly sales now. Amazon really needs to control this as it is always the same people over and over scamming the system. They buy new products, use them and when the need replacements, they order another new item then return the used products in the same box for a refund. I have caught so many people doing this 5 or more times over and over. They get free products for years and we get burnt for hundreds of dollars worth of goods! It's outright STEALING!!

    I caught one person who did this over 10 times so I emailed them directly and Amazon threatens to disable MY account....Amazon rewards and encourages THEFT!!

    34 votes
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    Seller_fBm2doMNlUar1
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    Scam refunds increasing lately?
    by Seller_fBm2doMNlUar1
    Amazon replied

    Is it just me or has more refunds been getting processed lately, even on 100% as described products? Amazon is accepting petty refunds. and on top of their FBA fees during this season are pathetic. Less profit and more headaches too deal with.

    I know for a fact some of these refunds are a scam as i requested amazon to dispose damage product to my address: and customer replaced product with used one.

    Shame amazon just doesn't really care to protect sellers

    13 votes
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    Seller_zuoGHPdvt2zY1
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    Poor feedback because Amazon STILL does not track Canada Post PROPERLY!
    by Seller_zuoGHPdvt2zY1
    Amazon replied

    It's been going on 2 years now that Amazon does NOT track Canada Post properly. Because of this I have 4 recent orders where I have been left negative reviews because your system does not show the item is delivered so the people don't check their mail! And it's easier to leave me a negative review then figure out how to message the Seller, but I digress.

    If someone out there actually cares, I'd like these reviews REMOVED as they are NOT MY FAULT:

    701-6434447-6929816

    701-3135406-8193014

    701-4206348-9109045

    701-1658128-9297815

    Then kindly tell SOMEONE that Canada Post and Purolator STILL DO NOT TRACK PROPERLY in your system.

    Thank you for your attention to this matter.

    6 votes
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    Seller_CRHOv021qFYYU
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    Amzon Canada is a scam place. Buyer get their free stuff and Amazon helps them with unfair AZ
    by Seller_CRHOv021qFYYU
    Amazon replied

    Hello,

    we have shipped an item exactly as described. The buyer request to return and we provided prepaid return label in timely manner, we also replied to the buyer that they can return it and label uploaded. Nothing happened. Nothing returned. Later the buyer opened an AZ claim and it was under review since October 22 till November 05, 2025. Amazon never asked us any additional information. So today we got an email that case was closed in the favor of this scammer and and he never even replied us back. Label still shows no action. We also upload new label again, but still nothing happens!

    WHy AMazon does that? Why no real humans check cases but seems like replaced by stupid AI!

    Pelase help with that case!

    @Seller_vtQxROP6UNr1O

    @Seller_WIFV02H2XUFgS

    @Seller_7I1InA30aApWy

    14 votes
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    Seller_J4VDMqFl3T8xf
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    rgent: A-to-Z Abuse & Fraud - Buyer used "Text Trap" then Switched Claim Reason (Order 702-0988525-4733854)
    by Seller_J4VDMqFl3T8xf
    Amazon replied

    I am requesting Moderator assistance with a clear case of buyer abuse and return fraud that was granted by the A-to-Z team. The buyer manipulated the chat system and changed their claim reason to secure a full refund without returning the item.

    The Fraud Pattern:

    The "Text Trap": The buyer asked for an invoice PDF. When I sent it, they spammed "I didn't receive it" multiple times. They used these messages out of context to trick the system/support into thinking the item wasn't received.

    The Story Switch: For weeks, they claimed "Not Received." As soon as I provided DHL Proof of Delivery with Signature, the buyer immediately opened an A-to-Z claim for "Item Not As Described."

    The Result: Amazon granted a full refund without requiring a return, despite the buyer currently possessing the item.

    Timeline of Events:

    11/20: Purchase made.

    11/21: Order Shipped.

    11/27: Delivery Attempted (Buyer not available).

    12/03: Buyer asks for Invoice. I send PDF. Buyer immediately claims "I did not receive them" (referring to the file) to seed the chat log.

    12/04: Buyer types "Not received. I want a refund" multiple times (blurring the line between the PDF and the item).

    12/06: DELIVERED with Signature (Proof of Delivery confirmed).

    12/12: Buyer ignores delivery, claims "Not received" again.

    12/12: I provided Proof of Delivery + Signature image to the Buyer.

    12/12: STORY SWITCH: Buyer immediately opens A-to-Z claim for "ITEM DIFFERENT" (abandoning the "Not Received" claim once proof was shown).

    12/15: Amazon grants claim: 100% Refund issued to buyer + NO RETURN required.

    12/18: A-to-Z Appeal DENIED.

    We shipped on time, used a signature-required service, and provided proof. The buyer has been abusive to staff and manipulated the A-to-Z process to keep the item and the money, which is a violation of the Business Solutions Agreement.

    Can a Moderator please escalate this for a manual review?

    10 votes
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    Seller_s7g1ETas12l31
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    Abuse of A-to-z Guarantee Claims
    by Seller_s7g1ETas12l31
    Amazon replied

    The seller shipped the item to the customer as usual, and the package arrived on time. However, the customer initiated an A to Z claim. The seller submitted evidence within the specified timeframe. The A to Z ruling: 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 that the order was actually received by the customer, we will not count the claim against your Order Defect Rate

    All funds were transferred from the seller's account directly into the customer's pocket. Since Amazon had already confirmed the seller delivered the package on time, why did they still refund the customer? If this precedent continues, could all Amazon customers exploit this system to take advantage?

    The appeal has been denied. tell me what else I can do?

    @Daryl_Amazon @Ricardo_Amazon

    3 votes
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    Requesting Reversal of A‑to‑Z Not Delivered Claim – Customer Picked Up Item at Canada Post After Refund Was Issued (Order 701‑5844249‑1548241)
    by Seller_qb8gdA0Ou6WSh
    Amazon replied

    Hello Moderators,

    I am requesting a review and reversal of the A‑to‑Z Guarantee claim for Order 701‑5844249‑1548241, which was granted to the customer on December 16 under the reason “Not Delivered.”

    Below is the full timeline demonstrating that the customer received both the refund and the product, resulting in a loss to us and an unfair ODR strike.

    Timeline of Events

    Dec 1: Order shipped with valid Canada Post tracking 4015988716020881.

    Dec 8: Delivery attempt made; notice card left for pickup.

    Dec 13: Customer contacted Amazon Customer Service and stated:

    “customer cant pick the item and no longer want to wait for it so we would like to request for the refund to be process.”

    Dec 15: Final pickup notice issued by Canada Post.

    Dec 16: Amazon approved the A‑to‑Z claim and issued a full refund to the customer.

    Dec 20: Filed an appeal which was denied by A-to-Z Claims team

    Dec 22: Canada Post tracking shows the customer picked up the package, six days after receiving the refund.

    The package would have been automatically returned to us if the customer had simply not picked it up, which their full refund would be reasonable.

    Why This Claim Should Be Reversed

    We fulfilled all seller obligations: shipped on time, provided valid tracking, and the carrier made a delivery attempt.

    The customer explicitly stated they could not pick up the package and requested a refund.

    Despite this, they still picked up the item after being refunded, resulting in them keeping both the product and the refund.

    This is a clear misuse of the A‑to‑Z process and creates an unfair financial loss for the seller.

    The resulting Order Defect Rate strike is not reflective of any seller fault.

    Request

    We respectfully request:

    Reversal of the A‑to‑Z claim,

    Reimbursement for the item value,

    Removal of the ODR strike associated with this order.

    Thank you for reviewing this case. We appreciate your help in correcting this issue.

    @Seller_j9Bd91CW3ZVpr

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    @Seller_FJwyF3iu5qxUY

    13 votes
    0 votes
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