Over the years, Amazon has built a base of millions of satisfied customers by responding to and acting quickly to resolve their concerns. We extend this valuable customer trust to merchants like you who use Amazon Pay services through the Amazon A-to-z Guarantee program, which gives customers the opportunity to get a full reimbursement or cancel their authorised payment if they aren’t satisfied with a purchase made using Amazon Pay.

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We encourage you to answer all customer inquiries within 24 hours of receipt. Good communication with customers promotes good feedback for merchants.

The vast majority of customers will never need this program, but for those who do, the guarantee gives us a chance to provide confidence and trust when they shop from the universe of merchants who use the Amazon Pay service.

When can customers file an A-to-z Guarantee claim for an Amazon Pay transaction?

Customers can file an A-to-z Guarantee claim when one of the following conditions applies:

  • They did not receive an item.
  • They received the item later than the maximum estimated delivery date provided by you.
  • They received the item but it was defective, damaged, had missing parts, or was not the item depicted in your description.
  • They returned the item as per their agreement with you but you did not provide the agreed-upon reimbursement after receiving the item.
  • You are not accepting the return of the item in accordance with the return policy posted on your website.
  • They believe that you charged an amount greater than the amount authorised for the purchase.

To see what customers see on the Amazon Pay website, see Amazon A-to-z Guarantee for Buyers.

What should I do to avoid a claim?

The Amazon Pay Customer Service Policy describes the practices that Amazon expects you to follow to offer a high quality customer experience. We also encourage you to review these Customer service best practice tips.

These 3 tips are most useful for mitigating the risk of an A-to-z Guarantee claim:

  • Ship promptly and use a shipping method that ensures reliable delivery.
  • Ship with tracking information and provide this information to the customer.
  • Ship high-priced items with signature confirmation tracking and/or insurance.

How do I view and manage my claims?

For every claim, Amazon Payments sends you an e-mail with details, and requests a response, giving you an opportunity to represent your side of the issue. You can respond to a claim by replying to the e-mail claim notification with the requested information. You can also manage your claims proactively by visiting the A-to-z Guarantee Claims page in Seller Central (find a link for managing your A-to-z Guarantee claims in the Performance section).

What are my obligations when a claim is filed?

When a customer files a dispute under the A-to-z Guarantee, you receive an email from us that you need to respond to within 5 business days with the requested information. We recommend that you reply immediately when you receive this email. Within this 5-day period you can issue a refund to the customer or represent your case to Amazon. If the item hasn’t shipped yet, you can cancel that portion of the order. If you don’t respond within this timeframe, we will automatically assign the claim to you. For assigned claims, we will reimburse the customer and debit your account or cancel any future payment, as applicable. If your customer can’t resolve the problem by dealing directly with you, Amazon Pay customer service will sometimes contact you on behalf of the customer.

For detailed information about the Amazon Reserve Policy, see Amazon A-to-z Guarantee for Merchants.