Amazon. com Help A-to-z Guarantee

Common searches: registration, documentation, and what should I do?

Amazon A-to-z Guarantee for Buyers

We want you to buy with confidence anytime you make a purchase on the Amazon. com website or use Amazon Payments; that's why we guarantee purchases from third-party sellers when payment is made via the Amazon. com website or when you use Amazon Payments for qualified purchases on third-party websites. The condition of the item you buy and its timely delivery are guaranteed under the Amazon A-to-z Guarantee. The Amazon A-to-z Guarantee will also reimburse you if you do not receive an agreed upon refund from a third-party seller or if a third-party seller charged an amount greater than the amount you authorized for your purchase.

The following policy applies to the purchases made on third-party sites using Amazon Payments. For details on A-to-z Guarantee protection for purchases made on the Amazon. com website, please click here.

The following items and situations are not covered by the Amazon A-to-z Guarantee:

Payments for services Payments for subscriptions Digital merchandise Cash or stored value instruments

Prohibited items (including items violating the Amazon Payments Acceptable Use Policy) If you paid by credit card and the issuing bank has initiated a chargeback Damage or loss that occurs to goods after they are delivered to the destination you provided to your seller (including a freight forwarder) Payments made via the Send Money or Request Money features (Person-to-Person or P2P payments)

You are eligible to receive up to $2,500 of the purchase price, including shipping charges.

You can file an A-to-z Guarantee claim after you've contacted the third-party seller and have provided the third-party seller one calendar day to address the issue.

To contact a third-party seller:

Log in to your Amazon Payments account from https://pay. amazon. com/us. Locate your order or transaction on the Overview page. Click on the Details link to view the transaction details. Click Problem with this transaction? or Problem with this order and Contact Seller.

You can file a claim if you have placed an order on a third-party website and, after providing the third-party seller one day to address the issue, one of the following conditions applies:

The third-party seller failed to deliver the items within the maximum estimated delivery date communicated to you You received the item, but the item was defective, damaged, or not the item depicted in the third-party seller's description The third-party seller does not accept the return of item in accordance with the return policy or on their own website The third-party seller has charged an amount greater than the amount you authorized for your purchase You returned the item to the third-party seller per an agreement between you and the seller and the seller has not provided the agreed upon reimbursement after receiving the item

Note: You should provide the third-party seller 14 days to issue a refund from their receipt of the returned item. If you refuse a delivery or the return doesn't have tracking information, your claim may not be covered by the A-to-z Guarantee.

Please also note the following claim timeframes:

You must wait 15 days from the order date to submit a claim. From that point, you have 75 days to submit the claim. If you receive your item and it is damaged, defective, or materially different, you must contact the third-party seller within 14 days of receipt to request return information.

File an A-to-z Guarantee Claim

To file an A-to-z Guarantee Claim:

Log in to your Amazon Payments account from https://pay. amazon. com/us. Locate your order or transaction on the Overview page. Click on the Details link to view the transaction details. Click Problem with this transaction? or Problem with this order and Contact Seller.

About Claim Reasons

When filing an A-to-z Guarantee claim, select a reason for the claim.

Permissible reasons for filing an A-to-z Guarantee claim are described in the table below.

Reason	Use When.	Options Under This Reason
I returned my order.	A third-party seller has clearly misrepresented the condition or details of an item in a way that affects its value or utility. This makes it "materially different." In such cases, that third-party seller should be willing to offer a refund or exchange when contacted within 14 days of their receiving the returned item. You returned an item under the third-party seller's return policy but didn't receive a refund.	When submitting your claim, please provide further details by choosing one of these options: Received no refund You returned the item, but did not receive a refund from the third-party seller. Received no replacements The third-party seller promised a replacement, but you did not receive a replacement. Received insufficient credit The third-party seller issued you a refund, but it's less than what you expected. Ordered wrong items You returned an item you ordered by mistake.
I didn't receive my item or received them late.	The estimated delivery date noted on your order detail page or order confirmation email has passed and you have still not received the items Your items did not arrive by the estimated delivery date.	When submitting your claim, please provide further details by choosing one of these options: Received item late and would like to return the item The item arrived after the estimated delivery date, and you would like to return the item to the third-party seller rather than keep it. Did not receive full order or part of the order Some or all items in the order have not been delivered to you yet. Received item late and would like to receive shipping credit The item arrived beyond the estimated delivery date, but you would keep it if the third-party seller were to issue you a refund for your shipping costs.
My order contained damaged, defective, or incorrect items.	A third-party seller has clearly misrepresented the condition or details of an item in a way that affects its value or utility or it is "materially different." That third-party seller does not issue a refund or exchange within 30 days of shipment. Note: This doesn't extend to cases where you're simply disappointed with an item.	Items are considered "damaged/defective or incorrect" in these circumstances: Wrong version or edition You received the item ordered, but it's a different version or edition than what was displayed on the product page. Item condition or details not as described You received the item ordered, but it was a different condition (e. g., used or refurbished instead of new) or had an important detail that was not explained on product page. Item was completely different from what was ordered Third-party seller mistakenly sent an incorrect item. (e. g., Audio CD instead of DVD) Missing parts or components The item is missing parts or components. (e. g., Camera kit was supposed to include a tripod, but it was not received.) Item defective during first use When you tried to first use the item, it did not work (e. g., HDTV did not turn on). Item defective after first use The item did not work or was broken on second or subsequent use. The item delivered was visibly damaged (e. g. Plastic storage you ordered had chipped pieces). When submitting an A-to-z Guarantee claim with the reason "order contained damaged/defective/incorrect items," you will need to select one of the reasons above and provide comments explaining what happened.
I was charged more than I expected	Seller charged you an amount greater than what you authorized for your order.

View Claim Status

To view the status of your claim:

Login to your Amazon Payments account from https://pay. amazon. com/us. Locate your order or transaction on the Overview page. Click on the Details link to view the transaction details. Click Problem with this transaction?, Problem with this order or View/File Claim to view your claim. Amazon Payments will also send you updates about your claim to the email address associated with your Amazon Payments account.

Withdraw a Claim

If you reached a resolution with the seller, you can withdraw your claim. To do so, simply reply to our initial claim confirmation e-mail.

About Denied Claims

Claims can be denied for a variety of reasons. The common reasons for a claim being denied include:

The item received was the same as described by the third-party seller The item was received and the third-party seller provided verification of delivery You failed to respond to a request for further information The claim was filed due to buyer remorse rather than an actual issue with the item You filed a chargeback with your payment processor or bank You were unwilling to return the item to the third-party seller

Appeal a Denied Claim

If your A-to-z Guarantee claim was denied, you can appeal the decision. To make an appeal simply reply to our claim denied email.

About A-to-z Guarantee claims

Enter your order ID below and get help with your A-to-Z claim concerns:

The Amazon A-to-z Guarantee protects customers when they purchase items sold and fulfilled by you directly. Our guarantee covers both the timely delivery and the condition of items you sell. If customers are unsatisfied with either and cannot reach a resolution with you, we enable them to file a claim with us.

You can refer to the claim eligibility polices on the A-to-z Guarantee customer help page.

If we determine that additional information is required before we make a claim decision, we will reach out to you via email and you must respond within three calendar days. For help on how to respond to claim notifications, refer to the Respond to an A-to-z Guarantee claim notification help page.

If a claim is granted to the customer and the amount is debited from your account, you have 30 calendar days to submit an appeal if you disagree with our decision and have new information for our investigation. For help on how to appeal claims, refer to the Appeal an A-to-z Guarantee claim help page.

Manage your A to Z claims

We encourage you to check your email often so that you are aware of when you need to take action on a claim, as claims are one of the components to your Order Defect Rate (ODR).

If customers reach out to you, respond promptly to ensure a good customer experience. If a customer is requesting a return, direct the customer to submit a return request. Refer to What should I do if a buyer wants to return an item?

About A-to-z Guarantee claims

The Amazon A-to-z Guarantee protects customers when they purchase items sold and fulfilled by you directly. Our guarantee covers both the timely delivery and the condition of items you sell. If customers are unsatisfied with either and cannot reach a resolution with you, we enable them to file a claim with us.

You can refer to the claim eligibility polices on the A-to-z Guaranteecustomer help page.

If we determine that additional information is required before we make a claim decision, we will reach out to you via email and you must respond within three calendar days. For help on how to respond to claim notifications, refer to the Respond to an A-to-z Guarantee claim notification help page.

If a claim is granted to the customer and the amount is debited from your account, you have 30 calendar days to submit an appeal if you disagree with our decision and have new information for our investigation. For help on how to appeal claims, refer to the Appeal an A-to-z Guarantee claim help page.

You can manage and take action on claims via the A-to-z Guarantee Claims page. We encourage you to check your email often so that you are aware of when you need to take action on a claim, as claims are one of the components to yourOrder Defect Rate (ODR).

How to prevent claims

To prevent claims, we suggest you follow these best practices:

Shipping

Purchase tracking for all shipments. Tracked shipments enables a good customer experience by allowing customers to see the status of their shipment without needing to contact you. Failure to provide tracking affects your Valid Tracking Rate and negatively affects your chances of winning a claim. Purchase signature confirmation for high value shipments. High value shipments may warrant purchasing signature confirmation with tracking so customers can feel protected. It is up to you to determine the threshold of a high value shipment. Confirm shipments on time. It's important to confirm the shipment of orders by the expected ship date so that customers can see the status of their shipment without needing to contact you. Failure to ship on time affects your Late Shipment Rate and negatively affects your chances of winning a claim.

Products

Describe products accurately and provide clear images. This eliminates confusion over what customers expect to receive. Your products must match the correct ASIN and you must assign the correct condition. For more information, see Condition guidelines. Promptly cancel any out-of-stock orders. Email customers to let them know why you cancelled their orders so they are not waiting for their items to arrive.

Customer Service

Respond to customers within 24 hours. If customers reach out to you, respond promptly to ensure a good customer experience. If a customer is requesting a return, direct the customer to submit a return request. Failure to respond within 24 hours increases the chances of a claim being filed. Refund customers proactively. If customers contact you for a refund, promptly refund to avoid customers filing a claim.

You can review the Amazon A-to-z Guarantee for Merchants on the Amazon Pay website.

Start selling online

Frequently Asked Questions

Amazon has built a base of millions of satisfied customers by being responsive to their concerns and acting quickly to resolve problems. We extend this valuable customer trust to sellers through the A-to-z Guarantee program.

The A-to-z Guarantee Program is for situations where a customer never received a product or received a product that is materially different from what was ordered or expected. We ask customers to first contact the seller when they have a problem. If the seller fails to resolve the problem, the customer can file an A-to-z claim. When Amazon receives the claim, we send the seller an automated email detailing the claim and requesting basic information from the seller about the order and the fulfillment process. Amazon will then determine how the claim will be settled, which may include reimbursement of the order to the customer, at the seller's expense.

You can register today for the selling account of your choice, without the need to contact a sales person by clicking on the Sell as a Professional or Sell as Individual buttons on this page.

Before you begin the self-service registration process, be sure to have the following information available.

• Your business name, address, and contact information

• An internationally-chargeable credit card with valid billing address

• A phone number where you can be reached during this registration process

• Your tax identity information

If you want to close your account permanently, Seller Support can assist you. Keep in mind that you can use our Listings Status feature to suspend your listings, or you can remove your listings entirely but hold on to your account for future use.

Before you close your account permanently, please cancel and remove your listings and resolve all transactions. Find out more about how to close your account ›

We have videos, webinars, web pages, and more to help you find what you need.

When you sign up as a Professional Seller, you will have access to sell on our US, Canadian, and Mexican marketplaces through a North America Unified Account. This will enable you more easily to share product listing information and manage your inventory consistently across all three marketplaces. For all per-item transaction fees, sellers will pay the fees applicable to the marketplace in which the item was sold. If you're a Professional Seller, you will only be charged one monthly subscription fee for selling in North America.

If you already sell on Amazon in the US, Canada, or Mexico, you can use your existing bank account to receive disbursements in your local currency with the Amazon Currency Converter for Sellers (ACCS). If you are a new seller registering to sell in the US, Canada, or Mexico, you can be paid directly in your local bank account in the local currency, provided you have a bank account in a country supported by Amazon.

Amazon offers two selling plans. The Professional selling plan is available for a $39.99 monthly subscription fee plus per-item selling fees, which vary by category.

If you plan to sell fewer than 40 items a month, the Individual plan may be best for you. There is no monthly subscription fee. Instead, Individuals pay $0.99 per item sold plus other selling fees, which vary by category.

Learn more about Selling on Amazon pricing ›

Additional fees apply when you use Fulfillment by Amazon to pick, pack, ship, and provide customer service for your products. Learn more about FBA pricing ›