Quick answer: The A-to-z Guarantee covers timely delivery and item condition for orders you fulfill yourself. Before a customer can file a claim, they usually must contact you first, and you have 48 hours to respond to delivery messages or return requests. Once a claim is filed, respond to Amazon’s information requests within 72 hours or the claim may be granted against you. Some claims are granted automatically, for example when you did not ship by the expected date. Claims granted against you count toward your Order Defect Rate, and you have 30 calendar days to appeal a granted claim.
A-to-z claims are one of the three parts of Order Defect Rate, so a few lost claims can push a seller-fulfilled account toward suspension. This guide explains how the process works and how to protect yourself, based on Amazon’s A-to-z Guarantee policy.
Before a Claim Can Be Filed
Amazon requires customers to contact you first, except in certain instant refund situations.
- Item not received: the customer messages you through Buyer-Seller Messages and must wait 3 days past the maximum estimated delivery date. You must respond and try to resolve it within 48 hours of their first message.
- Item does not meet expectations: the customer files a return request. You must authorize or respond within 48 hours with a valid domestic return address, a prepaid return label, or a returnless resolution. Amazon says responding within 24 hours is best practice.
When Amazon Grants a Claim Automatically
| Situation | Result |
|---|---|
| No response to a delivery issue within 48 hours | Claim granted and amount debited |
| No response to a return request within 48 hours | Claim granted and amount debited |
| Order not shipped by the expected ship date | Claim granted and amount debited |
| No trackable shipping or valid tracking ID | Claim granted and amount debited |
| Order not delivered by the maximum estimated delivery date | Claim granted and amount debited |
| Return received with a prepaid label but no refund within 5 days | Claim granted and amount debited |
| Prepaid label return lost, or undeliverable due to your outdated return address | Claim granted and amount debited |
After a Claim Is Filed
Amazon lists four possible outcomes:
- You refund in full. The claim closes, but it affects your Order Defect Rate.
- Amazon investigates. Amazon considers your messages and return authorization and may ask for more information. If you do not respond within 72 hours, Amazon may grant the claim to the customer.
- The claim is granted automatically in the situations above.
- The customer withdraws the claim. It closes with no effect on your Order Defect Rate.
Which claims count toward ODR
Amazon’s Order Defect Rate page says claims count when granted with you at fault, when you refunded after the claim was filed, when you or Amazon cancelled the order, or while pending appeal. Claims where you were not at fault, denied claims, withdrawn claims, and property damage or personal injury claims do not count.
How to Respond to a Claim
- Monitor claims on the Manage A-to-z claims page under Performance; Amazon also emails you when one is filed.
- Respond within 72 hours with tracking, delivery confirmation, messages, and return details.
- Give a clear account of events, as Amazon asks you to recount your version of the transaction.
- If you want the item back, ask the customer through Buyer-Seller Messages and provide a prepaid label with valid tracking.
How to Appeal a Granted Claim
Amazon gives you 30 calendar days to appeal a granted claim and provide new information. Amazon re-investigates and may reverse the decision in whole or in part, including removing the impact on your ODR or reimbursing the refund. If you do not appeal within 30 days, the claim closes and its effect on your ODR cannot be reversed.
How to Prevent Claims
- Ship by the expected ship date with trackable shipping and valid tracking.
- Respond to buyer messages and return requests within 24 hours, well inside the 48-hour limit.
- Refund returns within 5 days of receiving them.
- Keep your return address current.
- Describe products accurately so they match what arrives.
Our Amazon suspension and reinstatement team handles ODR suspensions caused by claims. To keep claims and ODR under control, see our Amazon account health maintenance service.
Frequently Asked Questions
How long do I have to respond to an A-to-z claim?
Amazon says that if you do not respond to its information request within 72 hours, it may grant the claim to the customer.
Can I appeal an A-to-z claim decision?
Yes. You have 30 calendar days after a claim is granted to appeal and provide new information.
Do A-to-z claims affect FBA orders?
The A-to-z Guarantee policy described here covers orders you fulfill directly. Order Defect Rate also applies only to seller-fulfilled orders.
Does refunding the customer stop the claim from counting?
Refunding closes the claim but still affects your Order Defect Rate. A claim withdrawn by the customer does not.
Can a customer file a claim without contacting me?
In most cases they must contact you first. Amazon may refund instantly in specific situations, such as when tracking shows the package returning to you or the order was not shipped.
Get Help With Claims and ODR
Submit your case for a free assessment, or book a consultation.
Sources
- Amazon Seller Central, Amazon’s A-to-z Guarantee claims
- Amazon Seller Central, Order Defect Rate
