The Amazon A-to-z Guarantee secures customers when they purchase items sold and fulfilled by you straightly. Our assurance covers both the timely delivery and the condition of items you sell. If customers are unhappy with either, we enable them to report the difficulty to us via a self-service experience or via a call to Customer Service.
These are the three situations that are enclosed by the guarantee:
- Credit Not Received: The customer states to not have received his agreed upon refund from the seller.
- Charged Greater Amount: The customer is charged extra than the amount he authorized for the purchase.
- The condition of Item + Timely Delivery: The item given to the customer was not in the condition as explained (damaged, defective, wrongly described, misclassified, misrepresented, missing parts and pieces) or wasn’t delivered in a timely way.
How does it execute?
Primary, Amazon supports customers to contact the seller straightly before making a claim; Moreover, if communication was tried and the customer didn’t receive an answer within 3-5 days, then the buyer can submit the A to Z claim 30 days after the order date or 3 calendar days from the most estimated delivery date. Amazon conveys the claim to the seller, and the seller is given three days to represent his side by email. To the extent he doesn’t answer within this time frame, the seller is considered at guilty, and the refund amount will be taken from the seller’s amount, and the seller’s rating will fall.
How to keep away from A to Z claims:
- Ensure your items: Ensure your items before sending them to make clear they are not missing any parts and are in the condition as described to your customer. Consider using Amazon FBA to assist you package and ship your items properly.
- Improve your customer service: Send a follow-up email to your customers after delivery and answer to emails from customers no later than 24 hours after it was sent.
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