If the item has not yet been dispatched, you can cancel that portion of the order. Refund to the buyer or represent your case to Amazon Payments.

You have 5 business days to respond to Amazon Payment’s notification, but the best practice is to reply immediately.

What are my obligations once a claim is filed? You can also manage your claims proactively by visiting the A-to-Z Claims page under the Performance tab in Seller Central.

You can respond to a claim by replying to the email claim notification with the requested information. How do I view and manage my claims?įor every claim, Amazon Payments sends you an email with details, and requests a response, giving you an opportunity to represent your side of the issue. To view the A-to-z Guarantee information that buyers see on the Amazon Payments website, see Amazon A-to-z Guarantee.

They believe that you charged an amount greater than the amount authorized for the purchase.

You are not accepting the return of the item in accordance with the return policy posted on your website.

They returned the item as per their agreement with you but you did not provide the agreed-upon reimbursement after receiving the item.

They received the item but it was defective, damaged, had missing parts, or not the item depicted in your description.

They received the item later than the maximum estimated delivery date provided by you.

When can a buyer file an A-to-z claim for an Amazon Payments transaction?īuyers can file an A-to-z Guarantee claim when one of the following conditions applies: The vast majority of buyers will never need this program, but for those who do, the guarantee gives us a chance to provide confidence and trust when they shop with of sellers who use our service. The Amazon A-to-z Guarantee provides buyers with an opportunity to obtain a full reimbursement for their purchase or cancel their authorized payment if they are not satisfied with a purchase made on a third-party site using Amazon Payments. The following policy applies to the purchases made on third-party sites using Amazon Payments. User Agreement and Policies Amazon A-to-z Guarantee Policy for Sellers

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