AZ claim is a guarantee provided by Amazon to customers who decide to buy goods directly from sellers, guaranteeing the timely and complete delivery of goods. Simply put, Amazon has implemented a protection policy for all buyers who purchase goods on the Amazon platform. If a buyer is not satisfied with the goods and services of a third-party seller, the buyer can start an Amazon Commercial Street transaction guarantee claim (Amazon A-to-Z Guarantee claim).
Operation mode of AZ claim:
1. If a customer is not satisfied with the product, it is encouraged to contact the seller first (by email or return request) and try to reach an agreement;
2. If the buyer and seller cannot coordinate within 48 hours, the buyer can complain directly to Amazon;
3. After the complaint is submitted to Amazon, the seller has 72 hours to respond, otherwise the customer is allowed to file a claim and the amount will be deducted from the seller’s account;
4. If Amazon needs additional information to make a decision, we will contact the seller by email, and the seller must respond within 72 hours. However, if a claim is made to the customer, the seller can complain within 30 days.
What situations does AZ claim complaint apply to?
Customers are eligible for a full or partial refund in the following cases:
1. The goods arrive 3 calendar days after the most recent estimated delivery date or 30 days (or longer) after the order is placed;
2. The product received is damaged, defective or missing parts, the product is misclassified or does not match the description;
3. The buyer returns the goods to the seller, but has not received a refund;
The buyer wants to return the product shipped internationally, but the seller does not provide a prepaid label, return address or full refund;
How to avoid AZ claims?
1. Check the product manual.
If the product description is incorrect, the AZ claim guarantee applies, and the seller should explain the product as detailed and accurately as possible.
2. Provide high-quality delivery services.
As a seller, you must ensure that the buyer receives the goods in a timely manner and the products are intact. Amazon is only responsible for handling problems caused by FBA. If a third-party shipping channel is used, he will be responsible for handling customer claims. In addition, update the store’s return policy and inform sellers that return requests may need to be paid by themselves.
3. Listing.
Buyers will introduce the product in detail based on the product details, so sales staff should provide more accurate information, including brand, color, material, size, production line, main features, quantity, function, etc.
4. Check the email and reply.
If the customer asks to reply to the customer’s email as soon as possible, pay attention to answering the customer’s questions and providing services to the customer, which will make the buyer trust your product more for a second repurchase and avoid bad reviews.
5. Out of stock order.
When the seller receives an out of stock order, he should notify the customer in time and cancel the order as soon as possible to avoid unnecessary waiting and conflict. Pay attention to your own inventory status, optimize the supply chain, replenish stocks in time, and minimize out of stock.
When handling AZ claims, many sellers directly return them to the buyer in order to save their own time costs. In fact, this method is not recommended, because in this way you will admit that there is a problem with your product. In the long run, you will attract the attention of Amazon. It is recommended to use the correct and cumbersome procedures to handle AZ claims, with a positive and cooperative attitude, not only to deal with problems, but also to accumulate experience in AZ claims.