On May 17, Amazon US released an announcement about automatically confirming buyers’ A-to-z guarantee claims and providing proof of tracking.
Amazon said in a statement: “Starting May 24, 2021, Amazon can use the tracking information provided during order confirmation to verify the delivery of the package. In certain cases, Amazon will automatically verify the buyer’s request and automatically refund eligible buyers on behalf of the seller. This update will improve the A-to-z guarantee claim experience for buyers and sellers and help protect the seller’s ODR.
In addition, in this statement, Amazon also answered some important questions about the A-to-z guarantee, such as:
1. How will this update improve the experience of A-to-z guarantee claims?
Currently, sellers must respond to buyers’ delivery date information, including logistics tracking information, within 48 hours and respond to… Buyers who meet the refund conditions will be refunded. If the seller does not respond within 48 hours, the buyer can request an A-to-z guarantee, and the refund amount will be deducted from the seller’s account, which will have an adverse impact on the health of the seller’s account or ODR.
Automatic verification updates will reduce the time and effort required to verify valid claims. If the tracking information in the Seller Center shows that the buyer’s request is valid, Amazon will automatically refund it to the buyer on behalf of the seller. Amazon will carefully check all tracking information to protect sellers from unreasonable claims.
2. How to automatically verify A-to-z guarantee requests made by buyers?
Some buyer A-to-z guarantee claims that can be automatically verified using proof of delivery include:
Logistics tracking information shows that the package was Refuse to accept and return to the seller: If the seller refuses to accept the package, and Amazon receives tracking information showing that the package was returned to the seller, Amazon will automatically refund the buyer on behalf of the seller, and the refund amount will be deducted from the seller’s account. However, this situation will not affect the health status or ODR of the seller’s account.
Logistics tracking information shows that the seller did not ship before the date the goods were received: If the seller does not ship before the expected shipping date, or the seller does not confirm the shipment in the Seller Center, Amazon will automatically refund the buyer on behalf of the seller, and the refund will be deducted from the seller’s account. It should be noted that this situation will affect the seller’s account status or ODR.
Note: If Amazon cannot confirm the buyer’s request through logistics tracking information, Amazon will recommend that the buyer contact you after making the request. Contact the seller first to resolve the issue. At this time, the buyer needs to contact the seller directly to resolve issues related to the return.
3. If Amazon resolves the A-to-z guarantee claim for the seller, how to notify the seller?
If Amazon makes a claim decision on behalf of the seller and refunds the buyer on behalf of the seller, Amazon will send a confirmation email to the seller to explain the reason.
4. How does the seller appeal the ruling on the A-to-z guarantee claim?
If the seller disagrees with Amazon’s decision, he or she may file a complaint within 30 days. For A-to-z guarantee claim decisions, the confirmation email will contain the complaint steps for the decision, and sellers can submit your complaint directly on the “Manage A-to-z Claims” page. It is worth mentioning that the seller needs to provide relevant evidence to Amazon, such as that the product has indeed been delivered to the buyer, so that Amazon can review the claim.