SUMMARY:
In the case of an A-to-Z Guarantee claim, the buyer contacts Amazon to mediate a problem with their orders fulfilled by third-party sellers under the A-to-Z Guarantee program. With a Chargeback, the buyer contacts their bank or credit card company to dispute the charge for an order placed on Amazon. In this case, a bank or credit card company decides the outcome of a chargeback, not Amazon.
Chargeback Claims
Often referred to as a charge dispute, happens when a cardholder contacts their bank to challenge a charge related to an order made on Amazon. Various reasons can lead to a chargeback, spanning from not receiving the ordered product to unauthorized credit card usage.
1. Login > Amazon Seller Central
2. Under Performance, click "Chargeback Claims."
3. On Chargebacks > click ‘’Represent your case’’
4. Under ‘’Represent your case’’ (To fill out the following fields > Copy Order Id. > Go Manage Orders > Search for Order id. > Copy the information needed )
~Fill out Ship Date (Ship by:)
~Fill out the Shipping Method (Carrier)
~Fill out Shipping Speed (Deliver by:)
~Fill out Tracking ID (Tracking ID)
~Fill out Comments (Chargeback Claims Template)
If the buyer claims they received an item that is materially different from what they saw on the website, ask the client for information of the item
~Submit the Appeal
A-to-Z Claims
The Amazon A-to-Z Guarantee provides buyers with an opportunity to obtain full reimbursement for their purchased items from third-party sellers on the Amazon platform. It does not apply to digital products, services, or items fulfilled by Amazon itself.
1. Login > Amazon Seller Central
2. Under Performance > click ‘’A-to-z Guarantee claims’’
3. Under ‘’A-to-z Guarantee claims’’ > click ‘’Option to Appeal’’
(Get the Order ID > Go to Manage Orders > Search > Get the Order details or simply click the Order ID hyperlink)
Take note of the following:
~Order ID:
~ASIN:
~Customer Issue:
Also important to check and include the following in the appeal:
~Tracking ID (Check if the address is the same as the address on the Order details)
~Delivery Estimate vs Delivery date
~Buyer-Seller Messages (Check if the buyer contacted and if were responded)
For customer issue other than Package didn't arrive
~Manage Returns (Check if the buyer requested a return within the acceptable returnable timeline and if the seller received the returned item. See Amazon Return Policies)
4. Appeal Decision ( A-to-z claims Template)
5. Submit the Appeal
Refund Reasons and their meanings under Granted A-to-Z Claims:
Seller-funded: the buyer receives a full refund
Buyer-funded: the buyer will not receive the refund
Amazon-funded: Amazon refunds the buyer, while the seller retains the amount from the purchased items
Claim withdrawn: The buyer chooses to discontinue the claim
