If you receive notification of an A

If you receive notification of an A-to-z Guarantee claim, the most important first step is to represent your side of the claim to Amazon. You have 7 days to respond to claim e-mail notifications, but best practice is to reply immediately. Amazon sends notifications to your claims notification e-mail address. You are responsible for keeping your Notification Options up-to-date.

If you do not respond within 7 days of the filing date of a claim, Amazon will grant the buyer’s claim, and the full amount of the claim will be deducted from your seller account in accordance with your seller agreement.

You can view and respond to claims filed against your orders by clicking the A-to-z Guarantee Claims link under the Performance link in your seller account.

To represent your side, simply click the Represent to Amazon button. This will open a window where you can provide a brief description of the situation and include any relevant details about the order. We recommend including the following information when you represent your side of a claim.

Relevant details about your communication with the buyer
Information about delivery or signature confirmation
Tracking information
Any additional information that will support your side of the claim
Details about previously issued partial refunds or concessions
If the Represent to Amazon button is missing, the timeframe to respond may have passed, and you will need to reply to the e-mail from Amazon directly.

After your response is received, a representative from the investigation team may contact you for additional information.

If a claim has not yet been granted, you can resolve it immediately by issuing a full refund to the buyer. Otherwise, please respond immediately to represent your side of the claim.

Learn more about the A-to-z Guarantee.