Overview

When a buyer files an A-to-z Guarantee claim against your order, Amazon may reach out to you for additional details before making a decision. Understanding how to respond promptly and thoroughly is essential for protecting your account health metrics and avoiding unnecessary financial losses.

Key Points / What Sellers Need to Know

• 72-hour response deadline — If Amazon requests additional information about a claim and you fail to respond within 72 hours, the claim will automatically be granted in the buyer's favor and your account will be debited for the full claim amount.
• Account health impact — A-to-z claims directly affect your Order Defect Rate (ODR), which is a critical performance metric that Amazon monitors closely. Too many claims can put your selling privileges at risk.
• Supporting documentation matters — Providing thorough evidence such as tracking numbers, proof of delivery, and buyer correspondence significantly improves your chances of a favorable outcome.
• Appeals are available — Even if a claim is initially granted against you, you have a 30-day window to file an appeal and request a further investigation.

What Information Amazon May Request

When Amazon investigates an A-to-z claim, the type of information they request depends on the nature of the dispute. For delivery-related claims, you may need to provide your dispatch method, proof of delivery, tracking numbers, the customer's delivery address, signature confirmation details, and carrier information. For returns-related claims, Amazon may ask for your domestic return address, return shipping details such as prepaid return labels, and an explanation for why any return request was closed or rejected. In all cases, Amazon may also request copies of correspondence between you and the buyer, particularly any messages where the buyer acknowledged receiving the order or expressed satisfaction with the transaction.

How to Respond to a Claim

To respond to an active claim, navigate to your Seller Central homepage where you will see a notification requiring your attention. From the main menu, select the A-to-z Guarantee Claims section. Under the "Action Required" tab, which loads by default, locate the relevant claim and select the option to respond. Enter your comments in the provided text box, attach any supporting documents, and include all information that could help Amazon understand your position on whether the claim should be granted. Be as detailed and factual as possible, since this may be your primary opportunity to present your side of the dispute before a decision is made.