You should keep in mind that providing good customer service is a crucial part of doing business through Amazon.Īdditional read: Amazon Seller Metrics: Your Way to Success in 2020 When does the A-Z guarantee apply?Ĭustomers are protected on specific cases, and they are eligible to get a full or partial refund if: These claims directly affect your Amazon Order Defect Rate (ODR).
We must highlight that as a seller, it is very important to continuously check your email since this is how the communication will be handled. However, if the claim is granted to the customer, the seller has 30 calendar days to file an appeal on the decision.ĥ. If Amazon requires additional information to make a decision, the seller will be contacted via email and he/she must respond within 72 hours.After the complaint has been filed to Amazon, the seller has 72 hours to respond, otherwise, the customer will be granted the claim and the amount will be withdrawn from the seller’s account.If the seller and customer are unable to solve the matter within 48 hours, then the customer will be able to file the complaint directly with Amazon.If the customer is not satisfied with the product, they are encouraged to contact the seller first (via message or return request) and try to reach an agreement.The guarantee covers the product being delivered timely and in good shape. An A-Z claim is a guarantee that Amazon offers to customers when they decide to purchase directly from a seller.
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