Amazon’s Policy Update

From May 24th 2021 onwards, Amazon announced that it will automatically verify customer claims and offer refunds on the seller’s behalf, for specific scenarios where Amazon can verify package delivery using the tracking information provided during order confirmation. This update will simplify the A-to-Z Guarantee Claims experience for you, as a seller, and your customers. It will also help protect your Order Defect Rate (ODR).

How will this update improve a seller’s A-to-Z Guarantee Claims experience?

As of right now, it’s crucial for you, as a seller, to get back to customer messages and initiate action with regards to delivery issues within 48 hours. This includes reviewing the issue, verifying and tracking. If the customer is eligible for refund, then you need to process this within the time limit too. If you do not respond within 48 hours, the customer is obviously most likely to file an A-to-Z Guarantee Claim, which alternatively may result in an account debit, negatively impacting your account health or ODR.

The automatic verification update reduces the time as well as the effort it takes in order to verify a claim, provided that it is valid. If the tracking information entered within Seller Central demonstrates that the customer claim is valid, Amazon will issue a refund. Fret not, Amazon will always carefully scrutinise all tracking information to protect and defend you from unjustified claims.

How will automatic verification of Buyer A-to-z Claims work?

A couple of examples of potential Buyer A-to-Z Guarantee Claims that are likely to be automatically verified using proof of delivery are:

  1. Tracking shows that the package is refused and returned to you.
  2. If a customer refuses to accept a package on delivery, provided that Amazon receives tracking information which is indicative of the fact that the package is returning to you, Amazon will automatically refund the buyer and debit your account for the claim amount. This does not in any way impact your account health or ODR.

Tracking shows that you have not shipped the package by the ship-by-date

If you, the seller, have not shipped the package by the expected ship date, or you have not confirmed the shipment on Seller Central, Amazon is liable to automatically refund the buyer and debit your account for the claim amount. This potential situation impacts your account health or ODR, so make sure this is something you steer clear of, as much as possible.

How will I be notified if Amazon resolves an A-to-z Guarantee Claim on my behalf?

If Amazon makes a claim decision and issues a refund on your behalf, it will send you a confirmation email to clarify the reason.

How can I appeal an A-to-Z Guarantee Claim decision?

You, the seller, is granted 30 calendar days to submit an appeal, in a situation where you find yourself in disagreement with Amazon’s decision. The A-to-Z Guarantee Claim decision confirmation email will include a series of steps in which you will be taught about how to appeal the decision if need be. Alternatively, you are able to directly submit your appeals on the Manage A-to-Z Claims page by making use of the following link: Visit Now

You need to provide proof for Amazon to re-investigate the claim, for instance, validity that your product was in fact delivered to the customer.

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