Amazon’s Amazon-to-Z Guarantee claim (A-to-Z claim) is a protection policy implemented by Amazon for all buyers who purchase products on the Amazon platform. If a buyer is not satisfied with the products or services sold by a third-party seller, he or she can initiate an Amazon-to-Z claim to protect his or her own interests.
(1) Conditions for customers to file an A-to-Z claim
① The goods arrive 3 days after the latest estimated delivery date or 30 days after the order was generated.
② The received product is damaged, defective, or very different from the seller’s display, or the buyer changes his or her mind and returns it in accordance with Amazon’s return terms but does not receive a refund or the refund amount is incorrect.
③ The buyer is not satisfied with the quality of service provided by the third-party seller.
④ The buyer wants to return an international order, but the seller does not provide a return address, prepaid label or full refund, and does not return the product.
⑤ In addition to the purchase fee and shipping fee paid by the buyer, the buyer is also charged additional fees because the seller does not pay these fees (such as customs fees).
(2) The process of A-to-Z claims
Generally speaking, buyers will contact the seller before initiating an A-to-Z claim and tell the seller their true demands. If the buyer is not satisfied with the seller’s service and the problem is not resolved, the buyer will initiate an A-to-Z claim. The seller can log in to the Amazon account and check whether there are any new A-to-Z claims in the back-end “Performance”.
(3) The result of the seller’s handling of A-to-Z claims
When the seller starts to handle the A-to-Z claim, it is very necessary to communicate with the buyer sincerely. In order to make the buyer withdraw the claim, the seller can make some concessions and consider using different methods such as full or partial refund, re-sending the goods, giving small gifts, etc. However, when communicating with the buyer, the seller must not harass the buyer in a harassing manner. At the same time, the time difference should also be considered. Email is the best way.
(4) Refunds related to A-to-Z claims
According to Amazon’s return policy, if the product received by the buyer is defective, the buyer must contact the seller within 14 days to initiate a return request. The buyer must send the product back to the seller within 30 days of receipt (the return policy for a few products is slightly different). If the A-to-7 claim involves a return refund, the seller can notify the buyer to return the goods and arrange a refund for the buyer after receiving the goods.
After the seller receives the returned goods, it is necessary to refund the full amount to the buyer. If the seller operates through the “Refund buyer” button in the claim email interface, the A-to-z claim will be automatically closed, and Amazon will assume that this is the seller’s responsibility, thereby counting this A-to-Z claim into the seller’s ODR, which is not good for the seller’s ODR indicator. Therefore, it is best for the seller to return to the “Order” to perform the refund operation.