The Amazon A-to-Z Guarantee assures that customers have a consistent experience across the Amazon shop when making purchases. The A-to-Z Guarantee covers both timely delivery and the condition of things once received for purchases directly fulfilled by our merchants. If a customer is dissatisfied with an order, it is in everyone’s best interest if you can handle the problem with the consumer directly.
Resolving difficulties with customers directly lowers your Order Defect Rate. Amazon’s A-to-Z Guarantee protects some products sold on Amazon. Customers are protected by the Amazon A-to-Z Guarantee when they purchase items sold and delivered by a third-party merchant. If you wish for A to Z Claim Amazon, you must know how to apply and claim for it.
Customers must first contact Amazon support and offer you an opportunity to remedy their issue before filing an A-to-z Guarantee claim. Customers who do not contact Amazon support first cannot file an A-to-z Guarantee Claim.
When can a customer contact you for an a-z claim?
You might not have received your package after the maximum anticipated delivery date has elapsed, or the tracking indicates a delivery confirmation, whichever comes first. After you have worked out a return with the seller, you have 14 days to mail it back. The item you got was damaged, defective, or did not match the description provided, and you returned it by Amazon.in Returns Policy. Still, you have not received a refund, or the refund amount was incorrect. In these situations, you must do the following steps.
- The customer has not received the item:
If the customer has a delivery issue, you must respond to their message in Buyer-Seller Messages and seek to address it to the customer’s satisfaction within 48 hours, starting from when the customer wrote their initial message. If you have not remedied the problem to the customer’s satisfaction after 48 hours, the consumer will be eligible to file a claim.
- The item fails to match the customer’s expectations:
If a consumer has a problem with the item’s condition, Amazon will refer them to the Return Request page to notify them of the problem. After that, you have 48 hours to take the following action to rectify the issues raised by the customer. The ‘Manage returns’ tab allows you to keep track of your return requests. You must select ‘Authorize request’ on the return connected with the order that the customer has contracted to authorize a return request. The A-to-Z Guarantee requires that you buy tangible items from a third-party seller in Amazon.marketplace.
When will you be notified that a claim has been submitted?
When a customer submits a claim, you will receive an email notification. Customers’ claims can also be tracked to the A-to-Z Guarantee Claims page in Your Seller Account’s Performance tab. You are in charge of tracking and resolving your Claims. You can also use this quick link to track the status of a claims-related order by entering the order ID.