What Is Amazon A-to-Z Guarantee: Quick Overview for Sellers
Jul 13, 2022
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Starting on the 1st of December, 2021, Amazon automatically verifies client claims and issues refunds on your behalf for particular scenarios where the platform can verify package delivery with the tracking data provided during order confirmation.For the shoppers, it is a huge advantage. However, for you as a merchant, this A-to-Z guarantee means that the marketplace decides on the guarantee case arbitrarily and – as a rule – without consulting with the actual seller.
So, let's clarify the big questions: How does the A-to-Z guarantee work, and how to avoid claims for an A-to-Z guarantee refund. Keep on reading!
What Is A-to-Z Guarantee on Amazon?
In the words of the profile, the A-to-Z guarantee safeguards shoppers when they buy goods sold and fulfilled by a third-party seller. It covers both the timely delivery and condition of the products. If at least one of them isn't satisfactory, you might report the issue to customer support, and the AMZ team will decide if buyers are eligible for a refund.
Keep in mind that A-to-Z claims in the marketplace don't apply to the aspects below:
- Digital item or service;
- If the item was purchased for Amazon gift cards, vouchers, or coupons.
- If a client has already filed a chargeback.
How Does Automatic Verification of A-to-Z Claims Work?
Client A-to-z Guarantee claims that will be automatically confirmed using proof of delivery are the following:
Tracking indicates that the product was refused and returned to you.
Suppose a buyer refuses a box on delivery, and AMZ gets tracking info showing that the product is returning to you. In that case, the platform will automatically refund the client and debit your profile for the claim amount. It doesn't influence your order defect rate or account health.
Tracking indicates that you haven't shipped the package by the expected date.
Suppose you haven't delivered the product by the expected shipping date or haven't confirmed the shipment on your Seller Central account. In that case, Amazon will automatically issue the refund by debiting your account for this claim amount. Yet, it will influence your order defect rate and account health.
Tracking indicates that the product was undeliverable.
When tracking info shows that the package is undeliverable, AMZ will automatically issue the refund by debiting your account for this claim amount. It doesn't influence your order defect rate or account health.
If the marketplace cannot verify the client's claim with tracking information, they will need to contact you to resolve the issue before filing the claim. Buyers will still need to get in touch with you directly for any returns-related points.
How To Avoid A-to-Z Claims?
Below are a few essential recommendations and proactive measures to minimize and prevent A-Z Guarantee claims:
Optimize the product packaging and shipping processes.
Make sure to buy tracking for all your shipments. It will help buyers check in on the shipment status without reaching out to you. If you don't provide tracking, the valid tracking rate might be influenced, another metric impacting the Buy Box share. We also recommend purchasing signature confirmation for valuable shipments, delivering an extra layer of protection for the customer and yourself.
Be clear with the product listings.
You should ensure to match your product listings against the proper Amazon Standard Identification Number (ASIN) and guarantee that it's listed in good condition. For instance, don't list a used or second-hand item as new. The title and description of your product should include details such as product line, brand, size, color, material, key features, quantity, and packaging, and display them in a way that places the most relevant keywords first.
Reply to emails promptly.
Make a decent effort to reply to buyer inquiries within 24 hours to provide a seamless client experience. You may also refund shoppers proactively — if they get in touch with you for a refund, proceed with the process to avoid them filing a claim.
Bottom Line: Safeguard Your Brand Against A-to-Z Claims
To summarize, A-to-Z claims are most likely to come up when you do not provide a good client experience. However, if you do get a claim – don't worry. Take a deep breath, check what you have done wrongly from the client's side, and review the main reasons why the customer asked for the refund in the first place. We hope this article helps you understand why A-to-Z claims may happen and how you can prevent them in the future!
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