A-to-z Guarantee claims: tips and tricks 🤓
Has your customer filed an A-to-z Guarantee claim? Here’s how you can appeal it if you believe it is not warranted.
Customers may file an A-to-z Guarantee claim when they haven't received their item, received a damaged or defective product, or when the item significantly differs from what was described. As a seller, you have the right to appeal these claims if you believe the decision wasn't correct.
Note: If a customer isn’t happy with their order, it’s best to fix it right away. You can do this by talking to the customer using Buyer-Seller Messages and getting their permission to send a return. This way, you can prevent claims and keep your order defect rate (ODR) low.
When Can You Appeal?
If a claim has been decided in the customer's favor and your account has been debited, you have 30 calendar days to submit an appeal. This is your chance to present new information that might help reverse the decision.
Step-by-Step Appeal Process:
* Navigate to the A-to-z Guarantee Claims section under the Performance menu.
* Look for the Option to Appeal tab.
* Find your claim and click Appeal decision.
* Follow the provided instructions and upload supporting documentation, such as:
* Proof of delivery
* Photos
* Communication records
* Other relevant documentation
Pro Tip: If you select Other as your appeal reason, be sure to provide clear, detailed information explaining why you believe the original decision should be reconsidered.
After Submitting Your Appeal:
* Amazon will review your submitted information.
* You may be contacted via email if additional information is needed.
* You must respond to any information requests within 72 hours.
What Could Be Reversed?
A successful appeal could result in:
* Reversal of the refund cost.
* Removal of the impact on your order defect rate (ODR).
A-to-z Guarantee claims: tips and tricks 🤓
Has your customer filed an A-to-z Guarantee claim? Here’s how you can appeal it if you believe it is not warranted.
Customers may file an A-to-z Guarantee claim when they haven't received their item, received a damaged or defective product, or when the item significantly differs from what was described. As a seller, you have the right to appeal these claims if you believe the decision wasn't correct.
Note: If a customer isn’t happy with their order, it’s best to fix it right away. You can do this by talking to the customer using Buyer-Seller Messages and getting their permission to send a return. This way, you can prevent claims and keep your order defect rate (ODR) low.
When Can You Appeal?
If a claim has been decided in the customer's favor and your account has been debited, you have 30 calendar days to submit an appeal. This is your chance to present new information that might help reverse the decision.
Step-by-Step Appeal Process:
* Navigate to the A-to-z Guarantee Claims section under the Performance menu.
* Look for the Option to Appeal tab.
* Find your claim and click Appeal decision.
* Follow the provided instructions and upload supporting documentation, such as:
* Proof of delivery
* Photos
* Communication records
* Other relevant documentation
Pro Tip: If you select Other as your appeal reason, be sure to provide clear, detailed information explaining why you believe the original decision should be reconsidered.
After Submitting Your Appeal:
* Amazon will review your submitted information.
* You may be contacted via email if additional information is needed.
* You must respond to any information requests within 72 hours.
What Could Be Reversed?
A successful appeal could result in:
* Reversal of the refund cost.
* Removal of the impact on your order defect rate (ODR).
