ProtectionFor most sellers, A-to-z Safe
Buying Guarantee claims and chargebacks are a rare occurrence.
However, sellers can take some steps to avoid guarantee claims.
The chances of an account
being debited usually decreases when sellers list their items correctly, ship
their orders on time, and proceed with their transactions in compliance with the
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.
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
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.
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.
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.
Please use the e-mail address associated with your Amazon.co.uk Seller account.