When an Amazon A-to-Z Guarantee claim arrives, you have 7 calendar days to respond. That is the window between an open claim and Amazon deciding the outcome without your input. Most sellers who lose A-to-Z claims do not lose because their case was weak. They lose because they submitted incomplete evidence, missed the response window, or did not know what Amazon actually looks for when reviewing a claim. This guide covers the full process: from the moment a claim opens to how to appeal a decision that goes against you.
At a Glance
- Amazon gives sellers 7 calendar days to respond to an A-to-Z claim.
- Missing the window results in an automatic finding and an Order Defect Rate entry.
- FBM and FBA claims have different evidence requirements and seller responsibilities.
- eDesk surfaces order history, tracking, and buyer messages automatically on the claim ticket.
- A sustained ODR above 1% risks account health action from Amazon.
- Lost claims can be appealed within 30 days if you have evidence not included in the original response.
What Is an Amazon A-to-Z Guarantee Claim?
The Amazon A-to-Z Guarantee is Amazon’s buyer protection program. When a buyer has a problem with an order and cannot resolve it with the seller directly, they can file an A-to-Z claim. Amazon then reviews the claim and decides whether to grant the buyer a refund at the seller’s expense.
A-to-Z claims typically fall into three categories: Item Not Received (the buyer says the order never arrived), Item Not As Described or Materially Different (the buyer says what arrived does not match the listing), and Unauthorised Purchase (the buyer says they did not place the order). Each type has different evidence requirements and different default outcomes based on whether the seller is FBM or FBA.
FBM vs FBA: How the Responsibility Differs
For FBM (Fulfilled by Merchant) sellers, you are responsible for shipping, tracking, and delivery. If a buyer files an Item Not Received claim and you cannot provide tracking showing delivery, Amazon is likely to rule in the buyer’s favour. You carry the evidence burden.
For FBA (Fulfilled by Amazon) sellers, Amazon is responsible for the fulfilment process. If a buyer claims an item was not received and Amazon’s logistics records show it was not delivered, Amazon typically absorbs the claim cost and does not count it as a seller defect. However, if the claim relates to the item’s condition or description (which is the seller’s responsibility regardless of fulfilment method), you still carry the evidence burden. FBA does not protect you from claims that the item was misdescribed.
How to Handle an Amazon A-to-Z Claim in 6 Steps
- Identify the claim type and the evidence it requires. Log into Seller Central and open the claim in your Performance dashboard. Note the claim type, the order date, the dispatch date, and what the buyer has stated in the claim. The evidence you need depends entirely on the claim type. Item Not Received requires tracking proof. Item Not As Described requires listing accuracy proof. Unauthorised Purchase requires order confirmation and shipping address evidence. Do not start writing your response until you know which type of claim you are responding to.
- Gather your evidence package using eDesk. When an A-to-Z claim arrives as a message in eDesk, the full order context is automatically surfaced in the ticket view: the order history, buyer message thread, tracking information, and delivery confirmation. This is the evidence package you need for your response, assembled in one screen without switching between Seller Central, your shipping platform, and your email. For FBM sellers, focus on the tracking number, the carrier confirmation of dispatch, and any delivery scan or signature. For FBA sellers, note that Amazon’s own fulfilment records are part of the evidence trail. Pull any communication history where you and the buyer discussed the order before the claim was opened.
See how eDesk surfaces the full order evidence package when an A-to-Z claim arrives. Explore eDesk’s Amazon integration
- Write your response to address Amazon’s specific evaluation criteria. Amazon reviewers assess A-to-Z claims against documented criteria, not general fairness. Your response needs to directly address each point in the claim with specific evidence, not a general explanation of your business practices. For Item Not Received claims: state the tracking number, the carrier, the dispatch date, and whether tracking shows delivery. If tracking shows delivery, state that clearly and attach the tracking page. For Item Not As Described claims: reference the specific listing language, attach listing screenshots and item photographs, and explain precisely where the buyer’s description of the problem does not match your listing. For all claim types: include a clear proposed resolution. Amazon looks more favourably on responses that include a concrete offer, whether a full refund, a replacement, or a partial refund, than on responses that only contest the claim without offering a path forward.
- Submit within the 7-calendar-day window. The 7-day window runs from the date the claim was opened, not from the date you saw the notification. If you are travelling, have limited Seller Central access over a weekend, or simply miss the notification, the window still closes. Set up Seller Central performance alerts to notify you the moment a claim is opened. If you use eDesk, configure a high-priority routing rule for Amazon A-to-Z claim messages so they appear at the top of your queue immediately. Once you submit your response, Amazon typically takes between 1 and 7 days to issue a decision, though complex claims may take longer.
- Monitor the outcome and check your Order Defect Rate. Once Amazon issues a decision, check your Account Health dashboard. If the claim is found in the buyer’s favour, it counts as a defect on your Order Defect Rate (ODR). Your ODR is the percentage of orders in the last 60 days that resulted in a defect: an A-to-Z claim granted, a negative feedback, or a chargeback. Amazon’s published threshold is 1%. Sellers whose ODR exceeds 1% risk restrictions on their selling account. One claim on a small volume of orders can move the ODR significantly. Track it weekly.
- Appeal a lost claim within 30 days if you have new evidence. If Amazon finds against you and you have evidence you did not include in your original response, you can appeal the decision. The appeal must be submitted within 30 days of the original decision and must include new evidence or a new argument that was not part of your first response. Restating the same points without new evidence is unlikely to change the outcome. Valid grounds for appeal include: tracking data that has updated since your original response to show delivery, carrier confirmation that was not yet available when you first responded, or documented communication showing the buyer confirmed resolution before escalating to a claim.
What Amazon Evaluates in an A-to-Z Response
Amazon’s claim reviewers are not arbitrators weighing a dispute on merit. They assess responses against a checklist. Understanding what they look for changes how you write your response.
For Item Not Received claims
☑ Valid tracking number uploaded to the order before the claim was opened.
☑ Carrier-confirmed delivery scan to the buyer’s shipping address.
☑ Any signature confirmation or delivery photo if available.
☑ Communication history showing you responded to the buyer’s delivery concern before they escalated.
For Item Not As Described claims
☑ Screenshots of your original listing with condition notes and photographs visible.
☑ Your own product photographs showing the item’s condition at listing.
☑ Any communication history where the buyer confirmed receipt before raising a problem.
☑ An explanation of exactly where the claim differs from what was listed.
What works against you regardless of claim type
- Not responding within the 7-day window. Automatic finding against the seller.
- Vague responses that describe your business generally without addressing the specific claim.
- Hostile or emotional language. Amazon reviewers flag this and it does not help your case.
- Admitting fault in language that could be used to escalate the claim further.
The Number Every Amazon Seller Needs to Know
Amazon’s documented threshold: An Order Defect Rate above 1% puts your selling account at risk of action, including restrictions on selling privileges. Your ODR includes A-to-Z claims granted, negative feedback, and credit card chargebacks. On an account processing 100 orders per month, a single granted A-to-Z claim can represent a 1% ODR in a 60-day window. On a smaller account, the percentage impact per claim is higher. The practical implication: every A-to-Z claim matters, regardless of the order value.
What This Looks Like in Practice
A UK FBM seller received an A-to-Z claim from a buyer claiming an item was not received, despite tracking showing a delivery scan to the buyer’s address three days earlier. Without a centralised helpdesk, gathering the evidence required opening Seller Central to find the order, navigating to their shipping platform to export the tracking record, and searching their email for any prior communication with the buyer. The process took over an hour. After connecting Amazon to eDesk, the same type of claim arrived with the tracking record, the delivery scan confirmation, and the full buyer message history already visible in the ticket view. The seller submitted a complete evidence response in under 20 minutes. Amazon closed the claim in the seller’s favour without counting a defect.
Key Takeaways
- Respond within the 7-calendar-day window. A missed window means an automatic loss and an ODR entry.
- Match your evidence to the claim type: tracking proof for INR, listing accuracy for INAD.
- Write responses that address Amazon’s criteria directly, not your general business quality.
- Include a concrete resolution offer. Amazon responds more favourably to responses with a proposed next step.
- Appeal within 30 days if you have new evidence that was not in your original response.
How to Prevent Future A-to-Z Claims
Prevention is faster than handling. For the full FBM prevention guide, see how to reduce A-to-Z claims as an FBM seller. The short version: dispatch with tracked shipping on every order, upload tracking to Seller Central before the estimated delivery date, respond to buyer queries before they escalate, and keep your listing descriptions and photographs accurate.
FAQs
How long do I have to respond to an Amazon A-to-Z guarantee claim?
Amazon gives sellers 7 calendar days to respond to an A-to-Z claim from the date it was opened. Missing this window results in an automatic finding in the buyer’s favour and an Order Defect Rate entry on your account. Set up Seller Central performance alerts to notify you immediately when a claim is opened.
Does a lost A-to-Z claim affect my Amazon seller account?
Yes. A granted A-to-Z claim counts as a defect on your Order Defect Rate (ODR), alongside negative feedback and chargebacks. Amazon’s published ODR threshold is 1%. Sellers above that threshold risk restrictions on their account, including limitations on listing and, in serious cases, suspension of selling privileges. On smaller accounts, a single granted claim can represent a significant ODR percentage.
Can I appeal an Amazon A-to-Z decision if I lose?
Yes, within 30 days of the decision. Your appeal must include new evidence or a new argument not submitted in your original response. Repeating the same points without new evidence is unlikely to change the outcome. Valid grounds include tracking data that updated after your original response, carrier confirmation that was not available when you first responded, or documented communication showing the buyer acknowledged the issue was resolved before escalating.
What is the difference between an FBM and FBA A-to-Z claim?
For FBM sellers, you are responsible for the fulfilment process and carry the evidence burden for Item Not Received claims. For FBA sellers, Amazon is responsible for delivery: if an FBA order is lost in transit and the buyer files an INR claim, Amazon typically absorbs the claim and does not count it as a seller defect. However, FBA does not protect sellers from claims related to item condition or listing accuracy, which remain the seller’s responsibility regardless of fulfilment method.
Related: how to reduce A-to-Z claims as an FBM seller | Amazon A-to-Z crisis workflow in eDesk
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