Amazon: How to Avoid an Amazon A-Z Claim

What is Amazon’s A-to-z Guarantee?

Amazon's A-to-z Guarantee protects buyers when purchasing items from third-party sellers by covering the timely delivery and condition of items. If either is unsatisfactory, buyers can report the problem for a refund. Sellers must ensure their products are as described to avoid penalties. Some buyers may make false claims, but they have a limited number of claims they can file. Sellers must decide whether to fight back or let it go.

Note, Amazon A-to-z Claims don’t apply to the following:

Digital item or service
If the order was paid by Amazon gift cards, vouchers, coupons, etc.
If a chargeback has already been made

How Does the A-to-z Claim Process Work?

The A-to-z claim process consists of:

Buyers can file a complaint if they haven't received their product, received the wrong product, or haven't received a refund for a returned item.
Buyers are encouraged to contact the seller first to resolve the issue, but if not resolved, buyers can file a complaint with Amazon.
Sellers have 72 hours to respond and if they don't, the buyer automatically wins the claim.
Sellers can file an appeal within 30 days if they disagree with the claim. Amazon may contact the buyer for more information. Amazon might have to contact the buyer via email for more information and will give them 72 hours for a response.

How to React and Respond to an Amazon A-to-z Claim

When responding to an A-to-z claim:

If it's a legitimate claim, respond within 48 hours to try and fix things. If you ignore the message, the buyer can file a claim and you'll have to write an appeal or the refund will be taken out of your account.
Craft your words carefully when filling out the form because it will go on record.
Check your claim status within 2 days of submitting the form. If you're successful, great! If not, correct things to avoid or minimize future claims.

How to Handle A-to-z Claims in the Future

To prevent A-to-z claims,

verify that product descriptions and images match the products,
report inaccurate listings to Amazon,
assess shipping companies
ensure your return policy is realistic and explicitly states buyer responsibility for refund fees
respond quickly to buyers and avoid pestering them.

To minimize claims, successfully argue mistake claims and ask buyers to withdraw their claims if Amazon is liable. Buyers can’t withdraw claims from their dashboard and will need to tell Amazon they’re withdrawing their claims.

Be polite, persuasive, helpful, and charming when asking buyers to withdraw their claims.