Amazon A-to-z Guarantee Claims and What Sellers Should Do

01. What Is the Amazon A-to-z Guarantee?

The Amazon A-to-z Guarantee protects customers when certain problems arise with eligible purchases from third-party sellers. For the standard Amazon.com Guarantee, this generally applies to items sold and fulfilled by a third-party seller who handles customer service. It covers issues related to delivery and the condition of an item when it arrives.

For example, a buyer may seek Amazon’s help if an order does not arrive, an item arrives damaged or is materially different from its description, or an eligible return or refund remains unresolved. The buyer must meet Amazon’s requirements for the particular situation. A customer complaint or return request does not automatically become an A-to-z claim.

When a claim is filed, Amazon may investigate it or make an automated decision, depending on the circumstances. If Amazon grants the claim, the seller may be charged for the refund, and the order may count toward the seller’s Order Defect Rate (ODR). These outcomes depend on the case and do not apply to every claim.

How Does the Guarantee Apply to Seller-Fulfilled and FBA Orders?

For an order shown as “Ships from seller,” the seller generally handles customer service. When an order shows “Ships from Amazon,” Amazon generally handles customer service. Amazon also directs buyers to contact Amazon about marketplace items delivered with Prime.

The standard claim process covered in this article focuses on seller-fulfilled orders. FBA sellers should still maintain accurate listings and address product quality issues, even when Amazon handles customer service for an order.

Are Other A-to-z Programs the Same?

Amazon Pay has a separate A-to-z Guarantee for eligible purchases made through Amazon Pay on third-party websites. Amazon also has a separate claims process for property damage or personal injury involving eligible products purchased on Amazon.com. Each program has its own rules, so its procedures and deadlines should not be applied to standard delivery or item-condition claims.

02. When Can a Buyer File an A-to-z Guarantee Claim?

A buyer can request an A-to-z Guarantee refund when an eligible seller-fulfilled order has a delivery or return problem that meets Amazon’s conditions. A package does not have to be marked as lost for a claim to arise. A buyer can report that it never arrived even when tracking shows it was delivered.

Common situations include:

• The order was not received. The package is late, or tracking shows delivery but the buyer cannot find it.
• A return request was not handled. The buyer received a damaged, defective, or inaccurately described item, but the seller did not authorize the return within the applicable period. A closed return request or a prepaid label with invalid tracking can also lead to a claim.
• The expected refund was not received. The buyer returned an item in line with Amazon’s return policies but has not received the expected refund. A return shipped with a seller-provided label that is lost or undeliverable can also qualify.
• An international return was not properly arranged. The seller did not provide an acceptable option, such as a US return address, a prepaid return label, or a full refund without requiring the item back.

How Long Does the Buyer Have to Wait?

For many delivery issues, the buyer first contacts the seller through Buyer-Seller Messaging and gives the seller 48 hours to respond and attempt to resolve the problem. For an item-condition issue, the buyer generally starts by submitting a return request.

Amazon’s buyer and seller guidance describe the delivery waiting period differently. The buyer-facing page says a missing-order request may become eligible after three days past the latest estimated delivery date or when tracking shows delivery, whichever comes first. It also requires more than 48 hours to have passed since the buyer contacted the seller. The seller-facing page describes a wait of three days past the latest estimated delivery date.

For example, if tracking shows delivery on June 8 but the latest estimated delivery date is June 10, the buyer-facing guidance describes a possible claim before June 13, provided the other conditions are met. Do not assume a delivered scan prevents a claim or that the buyer must always wait three days after the estimated date.

Are There Exceptions to the 48-Hour Wait?

Yes. Amazon identifies situations where it may grant a claim without the buyer first contacting the seller. One example is when tracking shows that a package was undeliverable or refused and is returning to the seller.

Amazon’s buyer guidance also generally requires the request to be within 90 days of the last possible delivery date. That is a claim eligibility limit, not a 90-day return window. Return periods depend on the product and applicable return policy.

03. What Happens After an A-to-z Claim Is Filed?

Once a buyer files an A-to-z claim, Amazon reviews the order information to determine what happens next. Some claims are investigated, while others may be granted automatically based on the information already available.

Amazon does not always ask for your side before making a decision. For example, if a seller has not responded to a delivery-related message within the required period or has not confirmed shipment, Amazon may grant the claim automatically.

Amazon says it sends an email when a claim is submitted. You can also check the claim in Seller Central under Performance > A-to-z Guarantee Claims.

When Amazon Requests More Information

If Amazon needs more details during an investigation, it sends a request by email and displays a notification in Seller Central. Depending on the issue, Amazon may ask for tracking information, proof of delivery, return details, or your correspondence with the buyer.

You have 72 hours to respond to Amazon’s request. That clock starts with the information request, not automatically when the buyer files the claim. If you miss the deadline, Amazon may grant the claim and debit your account.

Possible Claim Outcomes

The outcome determines whether the buyer receives a refund, who pays for it, and whether your Order Defect Rate (ODR) is affected.

• The claim is denied or withdrawn. A denied claim or one withdrawn by the buyer does not count against your ODR.
• The claim is granted. Amazon may refund the buyer and debit your account. Whether it affects ODR depends on the circumstances.
• You refund the buyer during the investigation. The claim can close, but a refund issued after the claim was filed can still count against your ODR.

The refund and ODR outcomes are separate. For example, if tracking confirms that an undeliverable or refused package is returning to you, Amazon says it will refund the buyer and debit your account, but the claim will not affect your ODR.

A-to-z Claim Timeframes

These periods apply at different stages. They do not all begin when the claim is filed.

The 48-hour, 72-hour, and 30-day periods serve different purposes, so check which action Amazon is requesting before relying on a deadline.

04. How A-to-z Claims Affect Your Money and Order Defect Rate

An A-to-z claim can affect a seller in two ways: Amazon may deduct a refund from the seller’s account, and the order may count against the seller’s Order Defect Rate (ODR). These are separate outcomes. A claim can result in a refund without affecting ODR, depending on the circumstances.

The Financial Cost of a Claim

When Amazon charges the seller for a claim, the refund can reverse the revenue from the order. If the product is not returned, the seller may also lose the cost of the item and the money already spent shipping it.

For example, suppose an order has the following costs:

If the seller received the $50 sale and Amazon later debits the full $50 refund, the sale revenue and refund cancel each other out. If the product is not recovered, the seller is left with a $24 loss from the product and shipping costs.

This simplified example excludes selling fees, advertising costs, taxes, and any reimbursement. The actual loss depends on the transaction and whether the product is returned or a reimbursement applies.

An open claim can also affect cash flow before a final decision. Amazon may hold funds in reserve while a claim is pending. A reserve is a hold, so check the final transaction before treating it as a permanent loss.

How Claims Affect Order Defect Rate

ODR measures the percentage of seller-fulfilled orders with one or more qualifying defects during the 60-day period used in the report. Along with relevant A-to-z claims, the metric includes negative seller feedback and qualifying credit card chargebacks.

ODR = Orders with one or more qualifying defects ÷ Total seller-fulfilled orders × 100

Suppose you had 200 seller-fulfilled orders in the reporting period:

• One order with a qualifying defect gives you an ODR of 0.50%.
• Two separate orders with qualifying defects give you an ODR of 1.00%.

Amazon requires ODR to stay below 1%, so 1.00% does not meet the target. Poor performance can result in restrictions on seller-fulfilled selling privileges or offers.

The calculation counts orders, not the number of problems. If the same order receives both a qualifying A-to-z claim and negative seller feedback, it is still one defective order in the overall ODR calculation.

Which A-to-z Claims Count?

A claim can affect ODR when Amazon grants it and determines the seller was at fault. It can also count when the seller refunds the buyer after the claim is filed, when the order is canceled after a claim, or while a decision on appeal is pending.

Claims denied by Amazon, withdrawn by the buyer, or determined to be not the seller’s fault do not count against ODR.

To check an individual order, download the ODR report from Account Health. Then search the same order ID in Payments > Transaction View to review the refund or claim-related charge. Use the dates shown in the ODR report when assessing the impact, rather than assuming the 60-day period starts on the claim date.

05. How to Respond to an Open A-to-z Claim

The first step is to check what Amazon needs from you. A delivery claim may require tracking and carrier records, while a return dispute may turn on the return authorization, label, and refund history.

1. Find the Claim in Seller Central

Go to Performance > A-to-z Guarantee Claims and look for the order under the Action Required tab. If Amazon has requested a response, select Respond to Amazon.

Read the claim reason and Amazon’s request before preparing your response. If you do not see a response option, check the claim status. Some claims are decided without Amazon requesting additional information from the seller.

When Amazon requests additional information during an investigation, you have 72 hours to respond to that request. Missing it can result in the claim being granted and your account being debited.

2. Gather Evidence for the Specific Issue

For a delivery claim, check:

• The carrier and tracking number entered on the order.
• The ship-by date and the carrier’s first scan.
• The latest estimated delivery date and the tracking history.
• Proof of delivery, such as a carrier photo or signature, if available.
• Your response to the buyer through Buyer-Seller Messaging.

For a return or refund claim, check:

• When the buyer submitted the return request and how you responded.
• The return address and label provided, including the label’s tracking.
• Whether the return is still in transit, was delivered, or encountered a problem.
• The date and amount of any refund already issued.

A tracking scan showing “delivered” is useful evidence, but it does not automatically mean Amazon will deny a claim. Provide the complete record and describe what the tracking actually shows.

3. Submit a Clear Response

In Respond to Amazon, give the relevant facts in date order. For a missing-package claim, a response might look like this:

The buyer reports that the package was not received. The order shipped with [carrier] under tracking number [number]. The carrier’s first scan was on [date], before the ship-by date of [date]. Tracking shows delivery on [date]. We responded to the buyer through Buyer-Seller Messaging on [date]. Please review the tracking and message history.

Use only details supported by the order records. If the label was marked Claims Protected, include that information and the carrier’s first scan.

Attach supporting documents if the response page allows it. If it does not, Amazon’s seller guidance also describes sending relevant documents through Buyer-Seller Messaging and referring to them in the claim response. Only send documents appropriate to share with the buyer.

4. Check the Refund and Claim Status

If you choose to issue a full refund while the investigation is open, the claim can close, but the order can still count against your ODR because the refund was issued after the claim was filed.

For a missing-package claim, check whether the order qualifies for Buy Shipping Claims Protection before choosing to refund it yourself. Amazon’s protection requires a Claims Protected label, an on-time carrier first scan, and reimbursement of the buyer by Amazon. Amazon states that it will not reimburse a refund issued by the seller under this protection. Follow the instructions shown for the specific claim.

After submitting your response, monitor the claim and your email for the decision or any further request from Amazon.

06. How to Appeal an A-to-z Claim Granted Against You

If Amazon grants a claim and you believe the decision was incorrect, you can appeal and ask for another review. You have 30 calendar days from the decision, whether Amazon granted the claim automatically or after an investigation.

An appeal should address the reason for the decision. For example, if Amazon charged you for a missing-package claim despite an eligible Claims Protected shipment, provide the label and carrier scan details that support your request.

How to Submit an Appeal

1. In Seller Central, go to Performance > A-to-z Guarantee Claims.
2. Open the Option to Appeal tab and find the order.
3. Select Appeal decision and follow the instructions.
4. Explain why you believe the decision should be reviewed. Include relevant dates, tracking details, and other evidence.
5. Upload supporting documents where the appeal page allows, then select Submit.

If the page does not offer an attachment option, check the instructions for your claim. Amazon’s seller guidance has also described sharing appropriate documents through Buyer-Seller Messaging and referring to them in the appeal.

What to Include in Your Appeal

Choose evidence that addresses the finding you are disputing:

• For a missing-package claim: Include the tracking number, carrier’s first scan, ship-by deadline, delivery scan, and any available proof of delivery.
• For a return or refund claim: Include the return authorization, label and tracking details, refund date, or other records relevant to the decision.
• For a communication issue: Include the dates and times of the buyer’s message and your response.

A carrier’s delivery scan is evidence of what the carrier recorded. It does not, by itself, prove that the buyer received the package or guarantee that Amazon will reverse the decision.

Example of a Buy Shipping Appeal

Suppose a buyer reported that a package was not received. Amazon refunded the buyer, debited your account, and the claim affected your ODR. The order had a Claims Protected label, and the carrier scanned it before the ship-by deadline.

Your appeal could say:

For order [order ID], Amazon refunded the buyer after they reported that the package was not received and debited my account.

The shipping label was purchased through Amazon Buy Shipping and is marked Claims Protected. The ship-by date was May 6, and the carrier’s first scan was on May 5. Tracking number [tracking number] shows a delivery scan on May 9.

Please review the order for Buy Shipping Claims Protection, reimburse the amount debited, and remove the ODR impact if the order qualifies.

The facts must match the order. For this protection, the label must be marked Claims Protected, the carrier’s first scan must show that the order shipped on time, and Amazon must have reimbursed the buyer for non-receipt. A refund issued by the seller is not reimbursed under this protection.

After you submit the appeal, monitor your email and the claim page. If Amazon requests more information, respond by the deadline shown in that request. Amazon may reverse the charge, the ODR impact, both, or neither, depending on its review. Check Payments and Account Health separately once the decision is available.

07. How Buy Shipping Claims Protection Works

Buy Shipping Claims Protection can cover the refund for an eligible “package didn’t arrive” claim on a seller-fulfilled order. When the requirements are met, Amazon funds the buyer’s reimbursement and the claim does not count against your Order Defect Rate (ODR).

Three conditions matter:

1. The label was purchased through Amazon Buy Shipping using a service marked Claims Protected.
2. The order was shipped on time, based on the carrier’s first scan.
3. Amazon reimbursed the buyer because the package was not received.

Check the Badge Before Buying a Label

The Claims Protected badge appears when you select an eligible shipping service. After purchase, you can also check it in the order details under the shipping label purchase section. A service marked Late Delivery Risk does not qualify for this protection.

You may also see an OTDR Protected badge. That relates to On-Time Delivery Rate, a separate metric with its own requirements. For a missing-package claim, check whether the service is marked Claims Protected.

The Carrier’s First Scan Matters

Buying a label or confirming the shipment in Seller Central does not establish that the carrier received the package on time. Amazon uses the carrier’s first scan to assess shipment timing.

For example, suppose you buy a Claims Protected label on April 9 and hand the package to the carrier before the April 10 ship-by deadline. If the carrier’s first scan is not recorded until April 11, the tracking record does not show an on-time scan for the protection.

Ask the carrier to scan packages at handoff when possible, and check the carrier’s tracking for the first scan date and time.

What Happens When the Buyer Does Not Receive the Order?

Respond to the buyer’s delivery-related message within 48 hours and check the order’s label and tracking. For a qualifying claim, Amazon funds the buyer’s reimbursement. If you issue the refund yourself, Amazon states that it will not reimburse you under this protection.

There is also a separate outcome for packages returning to the seller. If tracking shows that a shipment was undeliverable or refused and is on its way back, Amazon says it will refund the buyer and debit the seller, but the claim will not affect ODR.

08. A-to-z Claims vs SAFE-T Claims, FBA Reimbursements, and Chargebacks

A buyer reports that a package never arrived. If they ask Amazon to step in, the issue may become an A-to-z claim. If they dispute the payment through their bank, it becomes a chargeback. The complaint may be similar, but the process and decision-maker are different.

The difference between A-to-z and SAFE-T matters when disputing a refund. If an order has an A-to-z Guarantee claim, Amazon’s SAFE-T policy says it is not eligible for a SAFE-T claim. If you disagree with the A-to-z decision, use the appeal process instead. SAFE-T also generally requires the refund to have been issued by Amazon and charged to your account, subject to the policy’s eligibility rules.

FBA inventory follows a separate policy. For example, if an eligible unit is lost in an Amazon fulfillment center and has not already been reimbursed, the seller can use the applicable FBA claims process. Eligibility depends on where and how the loss or damage occurred.

For a chargeback, the card issuer makes the payment dispute decision. Service-related chargebacks on seller-fulfilled orders can affect ODR; payment-fraud chargebacks do not count toward that metric.

09. How to Reduce A-to-z Claims Before They Happen

A missed carrier scan, an unanswered buyer message, or a return request left pending can turn an order problem into an A-to-z claim. The goal is to catch those issues while there is still time to resolve them.

Set Accurate Handling Times

Review the time your team actually needs to pick, pack, and hand each seller-fulfilled SKU to the carrier. Check that your handling times, operating days, and carrier cutoffs reflect that process.

If you cannot ship during a planned closure or disruption, update your settings in advance or pause the affected seller-fulfilled offers. Handling times should reflect actual performance rather than include arbitrary extra days.

Check Tracking After Carrier Handoff

Confirm each shipment with the correct carrier and tracking number. When using Buy Shipping, look for a Claims Protected service where available and check that the carrier records its first scan by the ship-by deadline.

Printing the label does not prove that the carrier received the package. For eligible missing-package claims, that first scan is part of the protection requirements.

Monitor Messages and Return Requests Separately

Check Buyer-Seller Messaging and Manage Returns every day. Aim to respond within 24 hours and work toward a resolution.

A reply to the buyer does not necessarily complete a pending return request. Take the appropriate action on the request in Manage Returns within the applicable 48-hour period. Even if you believe a return is outside policy, respond to the request and explain the reason for your decision.

Fix Repeated Product Problems

If buyers regularly report the wrong size, missing parts, or damaged items, compare their complaints with the physical product and listing. Check the variation selected, package contents, dimensions, and protective packaging.

For example, repeated complaints about a missing accessory may point to a packing process problem. If buyers received the accessory but expected a different version, the listing may need a clearer description.

Review Patterns Against Order Volume

Track affected orders by SKU, claim reason, and carrier, then compare them with the number of seller-fulfilled orders.

Five affected orders out of 100 represent 5%, while five out of 1,000 represent 0.5%. Those figures can help identify where to investigate first. They are internal comparison rates, not Amazon’s ODR calculation.

10. Frequently Asked Questions

Can a buyer file an A-to-z claim if tracking shows “delivered”?

Yes. A buyer who says the package was not received may be eligible to request a refund even when tracking shows delivery. Provide Amazon with the tracking history and any available proof of delivery, but do not assume the delivery scan will automatically decide the claim.

Can Amazon grant a claim without the buyer contacting the seller?

Yes, in certain situations. For example, if tracking shows that a package was undeliverable or refused and is returning to the seller, Amazon may refund the buyer without requiring prior contact with the seller.

How long does a buyer have to file an A-to-z claim?

For the standard Amazon.com Guarantee, the buyer generally must request a refund within 90 days of the last possible delivery date and meet the conditions for the specific issue. The 90-day claim period does not extend the product’s return window.

Does the seller pay for every A-to-z refund?

No. For a qualifying missing-package claim, Amazon can fund the refund under Buy Shipping Claims Protection. The order must meet the applicable requirements, including a Claims Protected label and an on-time carrier first scan.

Will refunding the buyer remove the claim from my ODR?

Refunding the buyer after the claim is filed can still cause the order to count against your ODR. Claims that Amazon denies, the buyer withdraws, or Amazon determines were not the seller’s fault do not count against ODR.

Can I ask the buyer to return the product after a claim is granted?

Yes. You can request the product back through Buyer-Seller Messaging and provide a return label where appropriate. The request does not guarantee the item will be returned.

Can I appeal an automatically granted claim?

Yes. You have 30 calendar days from the decision to appeal a claim granted automatically or after an investigation. Provide evidence that addresses the reason for the decision and explain the outcome you are requesting.

Does the standard A-to-z Guarantee apply to FBA orders?

Amazon’s US buyer guidance describes the standard delivery and item-condition Guarantee for products sold and fulfilled by a third-party seller who provides customer service. For marketplace items delivered with Prime, it directs customers to Amazon Customer Service. Other buyer-protection programs have separate rules.