Amazon Recent Seller response policy Change on A to Z Guarantee

Last Updated on December 18, 2019 by

Recently Amazon Changed the Seller response policy for the A-to-Z Guarantee. In this Article we will discuss about the changes.

Amazon’s A to Z Guarantee protects a buyer when he buys products sold and shipped by an external seller. This guarantee covers both timely delivery and the condition of the products. If something is unsatisfactory buyer can report the problem and Amazon team will determine if buyer is eligible for a refund.

Sellers can offer customers to contact them via Buyer-Seller messaging or a return request for any kind of dissatisfaction with their purchases. If after 48 hours, customers are not satisfied, Amazon enable them to file a claim – customers can do this themselves or by calling Amazon Customer Service. If claim is filed and Amazon find that seller has not responded to the customer’s contact within 72, Amazon will grant the claim and debit the amount from seller’s account.

If Amazon determine that additional information is required before making a claim decision, they will reach out to the seller via email and seller must respond within 72 hours.

If a claim is granted to the customer and the amount is debited from sellers account, seller has 30 calendar days to submit an appeal, if seller disagree with Amazon’s decision and have new information for their investigation.

Amazon is making two changes to the A-to-Z Guarantee Seller response policy to help in providing customers with a positive and timely post-order experience.

Seller has a responsibility to respond to customer messages and return requests within 48 hours.

The Change in Seller Response Policy:

  1. In the event that a customer files a claim and seller has not provided a response to the customer’s contact, Amazon will grant the claim and debit seller’s account.
  2. Amazon no longer require that seller ‘Respond to Amazon,’ when a claim is filed. Amazon team will review it using the information provided by both the seller and the customer leading up to that point to make a decision.

To help sellers avoid any potential or unnecessary A-to-Z Guarantee claims, Amazon will continue to ensure that customers either contact seller or submit a return request 48 hours prior to being eligible for an A-to-Z Guarantee resolution.  

Leave a Comment

BLOG CATEGORIES

BOOK FOR FREE CONSULTATION

Sign Up For Our Newsletter

Keep yourself updated with latest trends to maximize revenues across all of your sales channels.

POPULAR TAGS

What Clients Say About Us?

Wow, their team has been great! I have been working with freelancers and remote marketing agencies for about a decade and they are among the best.

Isaac Curtiss

Office Furniture Outlet INC.

Helped overcome difficult tasks that would have taken us a lot of time. We do recommend their services!

Blake Tanner

Tanner International INC.

I’ve been working with Fred and his team for the past few months and have been very happy with their work.

Dan Hawkins

Mixles Limited

Great help/addition to our business. All tasks are fully completed in a timely manner.

Maurice Embry

Sam Tucker LLC

Used for years now and wil continue to use for many more years. I also have no doubt recommending friends and colleagues to use too.

Nathan Reeves

Xenons Online Limited

Our company has worked with Ecomclips for over a year now. I’ve found the team to be very flexible, easy to coach, and adaptable. You won’t regret working with them.

Abraham Kwan

PG Incorporation

The team at Ecomclips has served all my needs with excellence. They are very attentive to my requirements. Communication is fast and crystal clear. I definitely recommend them.

PR

Right Parts Group INC.

So far I have hired Freddy and his team has been excellent, they are guiding me as grow my business. I will continue to work with them.

Bev Matushewski

FiTTeck INC.

Excellent friendly prompt service

Ahmedani

Ahmedani Canada INC.

We’ve been working with Ecomclips for a couple of years now and we are more than happy and appreciative of the their service. Definitely recommend.

Michael Burnley

Zooshoo INC.

A+++ Perfect!!

Imran Hassam

Amedeo Apparels Limited

RECENT BLOG POSTS

Add Custom Specification on Description Template of Sellercloud

In this article we will discuss about how to add Custom Specification on Description Templ

Read More

What is the Difference between Shadow and Kit on Sellercloud?

In this article, we will discuss the major difference between shadow and kits of Sellerclo

Read More

Detail Overview of Order Import Mapping tool in Sellercloud

In this documentation, we will define how to set up a mapping tool for any order import on

Read More