From May 24, 2021, we will automatically verify customer claims and offer refunds on your behalf, for specific scenarios where Amazon can verify package delivery using the tracking information provided during order confirmation. This update will simplify the A-to-z Guarantee Claims experience for you and your customers, and will help protect your Order Defect Rate (ODR).
How will this update improve my A-to-z Guarantee Claims experience?
Currently, you must respond to customer messages about delivery issues within 48 hours, review the issue, verify tracking, and refund the order amount to the customer (if eligible). If you do not respond in 48 hours, the customer is more likely to file an A-to-z Guarantee Claim, which may result in an account debit that would negatively impact your account health or ODR.
The automatic verification update will reduce the time and effort it takes to verify a valid claim. If the tracking information entered in Seller Central demonstrates that the customer claim is valid, we will issue a refund. We will carefully review all tracking information to protect you from unjustified claims.
How will automatic verification of Buyer A-to-z Claims work?
Some examples of Buyer A-to-z Guarantee Claims that can be automatically verified using proof of delivery include:
Tracking shows that the package is refused and returned to you ā If a customer refuses a package on delivery, and we receive tracking information indicating that the package is returning to you, we will automatically refund the buyer and debit your account for the claim amount. It does not impacts your account health or ODR.
Tracking shows that you have not shipped the package by the Ship-by date 5- If you have not shipped the package by the expected ship date, or you have not confirmed the shipment on Seller Central, we will automatically refund the buyer and debit your account for the claim amount. It impacts your account health or ODR.
Note: If we cannot verify the customerās claim through tracking information, we will require them to reach out to you to resolve the issue before they file a claim. Customers will still need to contact you directly for any returns-related issues.
How will I be notified if Amazon resolves an A-to-z Guarantee Claim on my behalf?
If we make a claim decision and issue a refund on your behalf, we will send you a confirmation email to clarify the reason.
How can I appeal an A-to-z Guarantee Claim decision?
You will have 30 calendar days to submit an appeal if you disagree with our decision. The A-to-z Guarantee Claim decision confirmation email will include steps to appeal the decision or you can directly submit your appeals on the Manage A-to-z Claims page using link: https://sellercentral.amazon.com/gp/guarantee-claims/home.html/ref=xx_azclaims_dnav_home#/ 3. You need to provide proof for us to re-investigate the claim, for example, proof that your product was delivered to the customer.
For more information on preventing claims, go to How to prevent A-to-z Guarantee Claims 1.