The last thing Amazon sellers want to see is customers initiating AZ claims, because this is the biggest damage to the account. However, sometimes they encounter some unreasonable buyers, or buyers who are just trying to cheat on the goods. This is a trap. For Amazon, AZ transaction claims protect buyers, but it also breaks the hearts of many sellers. Here we will take you to briefly understand some knowledge about AZ claims. Here is a simple suggestion for everyone not to panic if you encounter AZ. If there is really no problem with the product, the buyer may not win.
1. What is A-to-z Guarantee?
A-to-z Guarantee is Amazon's ultimate protection policy for customers.
Amazon describes it this way: To ensure that you can shop on Amazon or use Amazon Payment with confidence at any time, we guarantee your transactions from third-party sellers on the Amazon website or your eligible purchases on third-party websites using Amazon Payment. The condition of your purchase and its timely delivery are protected by the A-to-z Guarantee.
Customers can receive up to $2,500 in rebates, including shipping costs, for purchases made on the Amazon website from Amazon sellers.
Notice:
1. If the Amazon seller applies FBA (or Amazon Member Service), Amazon customer service can handle any situation under the A-to-z Guarantee policy.
2. After requesting an A-to-z Guarantee, Amazon will take 1-2 weeks to process it.
3. For every order, customers have one chance to apply for A-to-z Guarantee.
2. Under what circumstances can a customer initiate an A-to-z Guarantee?
1. The customer has contacted the seller through the method mentioned in " Third-Party Sellers" in "Your Account". Methods for contacting third-party sellers (choose any one):
(1) Go to the product page on Amazon, click the seller’s name, and then click the “Ask a question” button.
(2) Go to your personal account, click "Your Orders", find your order on your product list, and then click "Get help with order". Depending on your situation, we will contact the seller if necessary.
2. The customer has been waiting for the seller's response for more than two working days, but the seller has not responded
3. The customer's request meets any of the following Amazon A-to-z Guarantee conditions:
(1) The seller has arranged to deliver the order, but the customer has not received the goods. A customer may file an A-to-z claim as early as 3 calendar days after the seller ships the product, or 30 days after the order date, and as late as 90 days after the estimated maximum arrival date.
(2) The product you received is damaged, defective, or its actual condition does not match the description on the product page.
(3) You have returned the product according to Amazon’s return policy, but have not received a refund.
(4) The seller agrees to refund or resend the item, but the refund amount does not match the agreed amount or the seller does not resend the item at all.
(5) You are not satisfied with the quality of the services provided by the seller.
(6) For international returns, the seller does not provide a U.S. return address; or the seller does not provide a prepaid return label; or the seller refuses to pay a refund without requiring the merchandise to be returned.
(7) You are required to pay additional amounts not included in the purchase price or shipping postage.
3. What situations or products are not covered by the A-to-z Guarantee?
1. The customer requests compensation for the service.
2. Digital merchandise products are not covered by the A-to-z Guarantee.
3. Cash and stored value items (Gift Cards) are not covered by A-to-z claims.
4. The issuing bank of the credit card payment is already processing the refund.
5. Damage or loss of goods after the product is delivered by the freight forwarder.
6. Any damage that occurs 30 days after the customer receives the product is not covered by the A-to-z Guarantee.
4. Under what circumstances will the A-to-z Guarantee be rejected by Amazon?
1. The product received by the customer is exactly the same as described on the page.
2. The product is received by the customer and the seller provides arrival verification.
3. The customer refuses to respond to requests for more information.
4. The customer's refund request has been processed.
5. The customer is unwilling to return the product to the seller.
6. Amazon believes that the customer's A-to-z Guarantee request is inappropriate.
5. What are the specific steps for customers to apply for A-to-z Guarantee?
1. Log in to your account and click "Your Orders".
2. Find the exact order in your shopping list and click "Get help with order".
3. Choose a reason to describe what happened to you.
4. Select “Request refund through A-to-z Guarantee”
5. Enter the requested information and select Submit.
6. What are the specific steps for customers to cancel the A-to-z Guarantee?
1. Log in to your account and click "Your Orders".
2. Find the exact order in your shopping list and select "Order Details".
3. On the order details page, select "Get help with order"
4. Then select "Cancel refund request".
5. Follow the instructions to complete the final steps.
7. What impact does A-to-z Guarantee have on sellers?
Once an A-to-z Guarantee claim is established, it will affect the Order Defect Rate (ODR) and Perfect Order (POP) scores in the seller's account health indicators.
It should be noted that if the seller has very few orders, one or two A-to-z Guarantees may cause the account to be reviewed, frozen, or even closed.
8. How do sellers handle A-to-z Guarantee?
Amazon’s latest policy stipulates that sellers must process customers’ A-to-z Guarantee within 3 days. If the case is not processed after 3 days, Amazon will determine that the customer wins and then directly deduct the compensation amount from the seller’s account as a refund to the customer.
Sellers can respond in the following ways:
1. Refund Order, refund to the customer
2. Represent to Amazon and submit to Amazon for arbitration
3. More Actions
The ideal outcome is for customers to cancel their A-to-z Guarantee so that it does not affect the seller’s account health indicators. The next point is to let Amazon arbitrate and decide that the customer loses and the seller wins.
The question is, how can sellers ensure that A-to-z Guarantee does not affect their account health indicators?
1. When a customer initiates an A-to-z Claim, the seller handles it immediately by reviewing previous communications, checking the problem, and contacting the customer to try to satisfy the customer. It is best to use re-shipping or some small gifts, good words, good discounts, etc. to make the customer cancel the A-to-z Claim. If you are refunding the customer through a Refund Order, please note that the seller should find the corresponding order in the manage order menu and then refund it. Do not refund directly in the A-to-z message sent, because Amazon will assume that the customer has won the case and the seller's account indicators will be affected.
2. If the seller is unable to meet the customer's requirements, or the cause of the incident is not the seller's fault, and the customer does not withdraw the A-to-z Claim, the seller can prepare relevant documents and evidence to allow the buyer to shift the blame, such as order details, delivery confirmation, and communication email information, and then submit them to Amazon for arbitration.
3. Sellers should try to complete all A-to-z Guarantee operations within 3 days, otherwise Amazon will automatically judge the customer's claim as the winner.
