Overview

Amazon's A-to-z Guarantee is a buyer protection policy that covers all orders fulfilled by third-party sellers. When a customer files an A-to-z claim, it can result in a forced refund, count against your Order Defect Rate (ODR), and potentially jeopardize your selling privileges. Understanding how to prevent these claims is essential for maintaining a healthy seller account and protecting your bottom line.

Key Points / What Sellers Need to Know

• A-to-z covers all seller-fulfilled orders — Every order you ship yourself (non-FBA) is subject to the A-to-z Guarantee, which means buyers can escalate disputes directly through Amazon if they feel their issue wasn't resolved.
• Claims impact your Order Defect Rate — Each granted A-to-z claim counts as a defect on your account. If your ODR exceeds 1%, you risk account suspension or loss of the Buy Box.
• Proactive communication is your best defense — Most claims stem from situations where the buyer felt ignored or uninformed. Responding quickly to messages can prevent escalation.
• Accurate listings reduce disputes — Mismatched product descriptions, photos, or specifications are among the top reasons buyers file claims.
• Shipping transparency matters — Providing valid tracking information and shipping within your stated handling time significantly reduces claim risk.

Best Practices for Claim Prevention

The most effective way to avoid A-to-z claims is to set accurate expectations and then meet or exceed them. Start with your product listings: ensure that titles, descriptions, images, and item condition accurately represent what the buyer will receive. Misleading listings are one of the fastest paths to a claim. Ship orders promptly within your stated handling time, and always use a shipping method that provides tracking information and delivery confirmation. When possible, require a signature for high-value items to protect against claims of non-delivery.

Communication and Customer Service

Respond to all buyer messages within 24 hours — ideally much sooner. When a customer reaches out with a problem, treat it as an opportunity to resolve the issue before it becomes a formal claim. Offer practical solutions such as replacements, partial refunds, or full refunds when appropriate. Amazon gives buyers the option to contact you before filing an A-to-z claim, so a timely and helpful response can often prevent the claim entirely. If a buyer requests a return, process it according to your return policy and Amazon's requirements without unnecessary delays.