If things have reached this stage, the seller has a 72-hour window in which to respond. 
Both parties have 48 hours to try and make something right, otherwise the buyer is allowed to file a complaint straight to Amazon.
The buyer is encouraged to first reach out to the seller and try and resolve things, either by message or return request. A buyer hasn’t received their product at least three days after the latest estimated delivery date, they received something different than what they ordered, or they returned an item with a trackable shipping method and haven’t gotten their refund. If the order was paid by Amazon gift cards, vouchers, coupons, etc.Īlthough it may seem like an out-of-the-blue shock to wake up to an A-to-z claim message in your inbox, it’s actually a very structured and orderly procedure. Note, Amazon A-to-z Claims don’t apply to the following: Buyers have a limited number of A-to-z claims they can file, so you’ll have to weigh the pros and cons of whether it’s worth it to fight back or better to let it go. There are occasions when unscrupulous buyers start A-to-z claims just to game the system, but it’s not often and you can easily tell them apart from honest buyers. As a seller, you’ve got to be extra careful of sourcing, shipping, storing and fulfilling products that are exactly as you’ve described, otherwise, you could face a penalty against your account. Or, in a plainer way of putting it, Amazon will help buyers get their money back if their order isn’t up to snuff. If either is unsatisfactory, you can report the problem to us and our team will determine if you are eligible for a refund.” 
Our guarantee covers both the timely delivery and the condition of your items. In their words, “The Amazon A-to-z Guarantee protects when you purchase items sold and fulfilled by a third-party seller. But what we can do is help you deal with claims when they do arise, as well as how to reduce your chances of getting one in the first place. As much as RepricerExpress would love to protect you from that, it’s impossible to do.
If you sell on Amazon long enough, it’s inevitable you’ll deal with an A-to-z claim.
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