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A-to-z Guarantee and Chargeback FAQs for sellers
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What is the A-to-z Guarantee?
The A-to-z Safe Buying Guarantee reassures Amazon.co.uk customers that they can have the same level of trust and confidence in Marketplace sellers as they have in Amazon.co.uk. Under the terms of the guarantee, outlined in detail below, buyers may submit a claim if they are dissatisfied with what they have received from their Marketplace seller.
What is covered under the A-to-z Guarantee?
When is an item considered to be 'materially different' than what the seller advertised?
If a seller has clearly misrepresented the condition or details of an item in a way that affects its value or utility, it is materially different and the seller should be willing to offer a refund or exchange. If the seller does not offer a refund or exchange, the buyer is eligible to claim under the A-to-z Safe Buying Guarantee.
When submitting an A-to-z Safe Buying Guarantee claim with the reason materially different, the buyer selects one of the following reasons:
They also provide comments explaining why the item they received is materially different from the item they purchased.
Please note: This does not extend to cases where the buyer is simply disappointed with an item. Amazon.co.uk will ultimately determine material difference in accordance with the terms of the A-to-z Guarantee.
What is the difference between an A-to-z Guarantee claim and a credit card chargeback?
If a buyer contacts their credit card company instead of Amazon.co.uk about a problem transaction, they may submit a chargeback request.
Buyers can contact their credit card company to request a chargeback at any time from day one until many months after the transaction date. Chargebacks do not adhere to the A-to-z Guarantee guidelines and the credit card company makes the final decision whether to approve the dispute.
We encourage buyers to work with their sellers and to use A-to-z Guarantee rather than contacting their credit card company to file a chargeback when they have a problem with a transaction. However, the buyer ultimately decides how they would like to proceed.
Sellers are responsible for service credit card chargebacks, which can, for example, be filed for non-delivery, damaged, or defective items, and other aspects of a disputed transaction. Amazon will request information from the seller in a transaction via e-mail in the process of investigating each chargeback request made by a customer. Sellers should reply to emails from Amazon about chargebacks within 7 calendar days to enable Amazon to represent the chargeback. The Seller Account will be debited for the amount of the chargeback request made by the customer's financial institution.
When can a buyer submit an A-to-z Guarantee claim?
When buyers have a problem with a transaction, we ask them to first contact the seller to give them a chance to address the issue at hand. The buyer can file a guarantee claim if the seller does not respond or if the issue is not addressed to the buyer's satisfaction. The guarantee claim eligibility window for a non received item opens at 3 calendar days past the maximum estimated delivery date (EDD) for an order or 30 days from the order date, whichever is sooner. Other claims can be filed earlier. Usually, buyers may file a guarantee claim by 90 days after the order date at the latest. However we reserve the right to accept claims after that time frame, if we find that an investigation into the matter is warranted.
How do I know when a claim has been submitted?
When a customer files an A-to-z Guarantee claim, Amazon.co.uk will contact the seller by e-mail. The Buyer Claims widget in the Your Seller Account page will also show that a new claim exists that requires the sellerís action. Aditionally, sellers can track their A-to-z Guarantee claims online through the 'Review your A-z Safe Buying Guarantee claims' link under 'Reports' in their Seller Account. We encourage sellers to regularly check their Seller Accounts to be sure they are aware of all A-to-z Guarantee claims filed against them, even if they miss an e-mail message sent to them regarding a claim.
What happens after the buyer submits an A-to-z Guarantee claim?
After receiving notification a claim has been filed, sellers have a prescribed number of days to respond to Amazon.co.uk, but the sooner the better. It is very important for sellers to respond immediately and explain what happened with the order as part of this process involves assessing whether the seller is accountable for the problem.
Sellers can also go to the 'A-to-z Guarantee Claims' link in their Seller Account to respond to claims. The Buyer Claims widget on the Your Seller Account page takes you the same page, showing the claims requiring action. Amazon.co.uk encourages sellers to check their Seller Accounts regularly to track and respond to A-to-z Guarantee claims.
In some cases Amazon.co.uk may initiate a reimbursement to the customer while still working through the claim investigation with the seller. Sellers will know when this is the case because the claim status in the A-to-z Guarantee Claims page will be displayed as 'granted' but the claim details will indicate that it is still under investigation. Even in these cases it is still important for the seller to respond to the guarantee claim e-mail, as Amazon.co.uk reserves the right to recover reimbursed claim funds from sellers that are deemed responsible for the claims.
What is an A_z Guarantee reserve?
When a buyer raises an A-to-Z guarantee claim against an order, we will hold the corresponding amount of money in reserve in your seller account for a period of 30 days. During this period the buyer's claim will be investigated; whatever the outcome of the investigation the funds will remain reserved for the full 30 days.
In cases where the buyer's claim is granted, we debit the amount of the claim from your seller account in order to refund your buyer. In addition, we retain the amount of the corresponding order in reserve for the remainder of the 30-day period.
What's the best way for me to resolve A-to-z Safe Buying Guarantee claims?
Occasionally claims are filed for orders that weren't fulfilled by the seller or for items that were returned. In these cases, the best way to resolve the problem is to initiate an immediate refund.
If you dispatched the item, or you believe it is not materially different than described in the item listing, you should respond as quickly as possible by e-mail and represent your version of events. It is important for you to provide as much additional, relevant, and compelling information about the transaction or specific actions taken regarding the transaction. Much of the relevant and compelling information is asked for in the e-mail, including but not limited to:
While Amazon.co.uk doesn't currently require sellers to use a trackable dispatch method, we encourage you to do so for higher-value items.
I can't see a refund link - how do I refund my buyer?
In some cases, Amazon.co.uk may initiate a reimbursement to the buyer while still working through the claim investigation with the seller. If you need to initiate a refund for a buyer but there's no link to refund the transaction, then you'll need to contact Amazon.co.uk directly to request assistance in initiating the refund. Please include the order number for the transaction.
Am I required to represent A-to-z Safe Buying Guarantee claims submitted against me?
No. However, if you do not respond to a claim, you are automatically held responsible and reimbursement for the claim will be debited from your account. If you believe you should not be held responsible for the claim, please respond as quickly as possible to the claim notification.
When am I responsible for A-to-z Safe Buying Guarantee claims submitted against me?
Sellers may be found responsible for A-to-z Guarantee claims in certain circumstances, including but not limited to the following examples:
The primary areas covered by the A-to-z Guarantee claim are items that don't arrive or items that are materially different than expected. If a seller is found responsible for an A-to-z Guarantee claim, Amazon.co.uk reserves the right to debit the seller's account and/or recover claim funds that were previously reimbursed proactively by Amazon.co.uk.
How can I find out the status of a claim?
You can track your A-to-z Guarantee claims online by clicking the Review your A-z Safe Buying Guarantee claims link in Your Seller Account. We encourage you to check this page regularly as you may miss an e-mail we send to you regarding a claim.
My buyer filed an A-to-z Guarantee claim which was resolved in their favour, and later my buyer successfully received the item. What do I do?
All payment for Amazon.co.uk orders must be made through the Amazon.co.uk website, the only accepted payment method for third party seller transactions on Amazon.co.uk If the customer receives the item after a claim is resolved, the customer can contact Amazon.co.uk to request that we recharge the credit card for the order.
My buyer won't return the item for which they submitted a claim--what do I do?
Buyers are expected to work with you to make return arrangements for merchandise before filing a claim. If the buyer has received an item that is materially different and have not received a response from you with return instructions, he or she may file a Guarantee claim for the purchase. Once a buyer has been reimbursed for an order via the A-to-z Guarantee, Amazon.co.uk does not obligate that buyer to return the item they received. However, we request that buyers work with sellers to return items that were deemed "materially different" and you are welcome to contact your customer directly to arrange for a return of the item.
How was my buyer able to file a claim before the eligibility window opened?
Amazon.co.uk may elect to reimburse a buyer for an A-to-z Guarantee claim from time to time. In those cases, the claim will be investigated as usual, and the seller will be asked to supply information about the transaction as part of that investigation. If Amazon.co.uk has elected to reimburse the buyer for a claim, and the seller is deemed not to be responsible for that claim, then the seller will not be charged for the claim and Amazon.co.uk will bear the cost of the reimbursement.
My buyer's claim was denied - why does the claim still appear in my account?
A record of each A-to-z Safe Buying Guarantee claim filed against you will appear in Your Seller Account, even if you were not debited for the reimbursement of the claim. This is designed to provide a comprehensive history of the A-to-z Guarantee claims filed against you, regardless of the outcome of the claim.
My account was debited - what should I do?
If you have questions about why your account was debited, contact Amazon.co.uk directly with your concerns. The best way to contact the appropriate department is to respond to the e-mail message sent to you which notified you that the claim was debited from your seller account or to use the Contact Us e-mail form. Please include the order number for the transaction.
Please use the e-mail address associated with your Amazon.co.uk Seller account.
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