Seller Protection

• Answer customer e-mail messages. As part of the messaging on the guarantee claim form, Amazon.co.uk repeatedly stresses to the customer to try and work through any issues with their seller. We find that some of the claims filed against otherwise good-performing sellers have to do with sellers failing to respond to customer e-mails in a reasonable timeframe.
• Proactive refunding. Sellers have the option to resolve open claims by promptly investigating and (if appropriate) directly refunding the items in question for the customer. This would result in the claim not being granted, due to the seller-to-buyer refund through  Amazon Marketplace. This is the most customer-friendly outcome and prevents the claim from being granted, thus tallying against the merchant's performance record for A-to-z Guarantee claims.
• Accurate product descriptions and images. This eliminates misunderstandings over what the customer is actually expecting to receive. All offers must be matched against the correct ASIN. It is not sufficient to list against a different edition or product and try to explain this within the item description. Sellers will be responsible for claims if their item was listed incorrectly, regardless of seller comments.  To learn more, please read our Publisher & Vendor Guides.
• Conscientious dispatching. Careful packaging, trackable dispatch methods, and signature required on delivery for higher-value items can prevent many claims for damaged items and non-receipt. Shipping only to the address provided by Amazon.co.uk will help limit your liability.
• Promptly cancel any out-of-stock orders. E-mail the customers to let them know what occurred, so they are not waiting for a package in vain. Out-of-stock orders must be refunded in full. For more information about refunding, please click here.

If a seller follows the Amazon.co.uk Community Rules when listing, selling and shipping an item, and can document dispatch to the customer or that the buyer received the correct item, Amazon.co.uk usually does not hold the seller responsible for the reimbursement of the claim. Otherwise, Amazon.co.uk will usually debit the reimbursement for the claim from the seller's account.

When appropriate, Amazon.co.uk will review all relevant details associated with an A-to-z Guarantee claim for both the seller and buyer involved in the claim. This may include, but is not limited to, account history, comments regarding the A-to-z Guarantee claim, dispatch and tracking information, and other relevant details.