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.  

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