![]() ![]() If you and the buyer are unable to agree on a resolution, the buyer can file an A-to-z Guarantee claim. You’ll have 48 hours to respond to the buyer. This is your opportunity to resolve the complaint. To submit an A-to-z Guarantee claim for delivery or item condition, buyers are required to contact you through Buyer-Seller Messages or Return Request, depending on the issue. An A-to-z claim can impact your account health and Order Defect Rate (ODR). If a buyer contacts you with a complaint, make it a priority to respond quickly and attempt to resolve the issue directly with the buyer. The claim also needs to meet one of Amazon’s A-to-z Guarantee conditions. However, before filing an A-to-z claim, the buyer must attempt to contact the seller and wait two business days for a reply. If a buyer is not satisfied with the delivery time or the condition of an item you sell, they can contact Amazon to report the issue. ![]() In essence, it protects Amazon shoppers when they buy items that are sold and fulfilled by a third-party seller. The Amazon A-to-z Guarantee ensures a consistent experience for Amazon shoppers, whether their order is fulfilled by Amazon or a selling partner. ![]()
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