A-Z claim is a guarantee that Amazon offers to customers when they decide to purchase directly from a seller.

The guarantee covers the product being delivered timely and in good shape.



Here’s how an A-Z Claim works:

If the customer is not satisfied with the product, they are encouraged to contact the seller first (via message or return request) and try to reach an agreement.


IF THE SELLER AND CUSTOMER ARE UNABLE TO SOLVE THE MATTER WITHIN 48 HOURS, THEN THE CUSTOMER WILL BE ABLE TO FILE THE COMPLAINT DIRECTLY WITH AMAZON.


After the complaint has been filed to Amazon, the seller has 72 hours to respond, otherwise, the customer will be granted the claim and the amount will be withdrawn from the seller’s account.


If Amazon requires additional information to make a decision, the seller will be contacted via email and he/she must respond within 72 hours. However, if the claim is granted to the customer, the seller has 30 calendar days to file an appeal on the decision.


We must highlight that as a seller, it is very important to continuously check your email since this is how the communication will be handled.


These claims directly affect your Order Defect Rate (ODR).


YOU SHOULD KEEP IN MIND THAT PROVIDING GOOD CUSTOMER SERVICE IS A CRUCIAL PART OF DOING BUSINESS THROUGH AMAZON.


When does the A-Z guarantee apply?

·  

      Customers are protected on specific cases, and they are eligible to get a full or partial refund if:

·        The item arrives 3 calendar days after the latest estimated delivery date, or arrives 30 days (or more) after the order was placed.

·        The item received is damaged, defective, missing parts, misclassified or misrepresented.

·        The customer returned the item to the seller, but hasn’t received the refund.

·        The seller didn’t accept the return request as it is specified on Amazon’s return policy.


How to Avoid These Claims?

·        Offer Good Shipping and Handling Services

·        Check and Respond to your Emails Quickly

·        Go for FBA


    Hope it will help you!