If you have a Seller Central account you can also manage your claims proactively by visiting the A-to-Z Claims page under the Performance tab in Seller Central. You can respond to a claim by replying to the email claim notification with the requested information. How do I view and manage my claims?įor every claim, Amazon sends you an email with details, and requests a response, giving you an opportunity to present your side of the issue. We expect these best practices will help you avoid A-to-z claims. The Amazon Payments Customer Service Policy describes the practices that Amazon expects you to follow in order to offer a high quality customer experience. See the Amazon A-to-Z Protection for Buyers Help topic to view the A-to-z Guarantee information that buyers see on the Amazon Payments website. They believe that you charged an amount greater than the amount authorized for the purchase.You are not accepting the return of the item in accordance with the return policy posted on your website.They returned the item as per their agreement with you but you did not provide the agreed upon reimbursement after receiving the item.They received the item but it was defective, damaged, had missing parts, or not the item depicted in your description.They received the item later than the maximum estimated delivery date provided by you.When can a buyer file an A-to-z claim for an Amazon Payments transaction?īuyers can file an A-to-z Guarantee claim when one of the following conditions applies: The vast majority of buyers will never need this program, but for those who do, the guarantee gives us a chance to provide confidence and trust when they shop from the universe of sellers who use our service.
The Amazon A-to-z Guarantee provides buyers with an opportunity to obtain a full reimbursement for their purchase or cancel their authorized payment if they are not satisfied with a purchase made on a third-party site using Amazon Payments. We extend this valuable buyer trust to sellers like you on our platform through the Amazon A-to-z Guarantee Program.
Over the years, Amazon has built a base of millions of satisfied buyers by being responsive to their concerns and acting quickly to resolve these concerns. For details on A-to-z Guarantee protection for purchases made on the website, please see Representing Your Side in an A-to-z Guarantee Claim. The following policy applies to the purchases made on third-party sites using Amazon Payments. Customer Agreement and Policies Amazon A-to-z Guarantee Policy for Sellers
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