How do I file Amazon A-to-z Guarantee claim step by step?+
Your Orders → select Marketplace order → Problem with order → Report problem → choose issue (item not received, defective, refund not received after return) → A-to-z Guarantee claim. Complete prerequisite seller contact wait times. Upload tracking, photos, messages. Amazon reviews and may debit seller to refund you. Cannot combine with chargeback.
How long after Marketplace delivery before A-to-z claim for item not received?+
Three days past latest delivery date OR tracking shows delivered (whichever is sooner), AND you messaged seller 48+ hours ago without fix. Exact wording on Amazon A-to-z page — verify current policy. Clock starts from order’s delivery estimate.
A-to-z for return refund — seven day rule explained?+
For returns delivered to seller, wait seven days after carrier delivery to seller’s address without refund before A-to-z. Or if seller label return was lost/undeliverable/returned to you. Attach return tracking proving delivery to seller.
Amazon A-to-z claim denied — can I appeal?+
A-to-z decisions can sometimes be appealed within window shown in claim center — upload new evidence. If denied, card chargeback may remain option for eligible payment types. Document denial reason.
Does A-to-z work for FBA items sold by third party?+
Yes — FBA means seller inventory in Amazon warehouse but seller is still Marketplace entity for many policies. A-to-z applies to eligible third-party sales; Amazon-fulfilled retail (Amazon.com as seller) uses Customer Service not A-to-z.
Maximum A-to-z refund amount?+
Generally purchase price plus tax and shipping per Amazon A-to-z table — not punitive damages. Partial refunds if partial eligibility. Gift returns have special rules.
How long does A-to-z investigation take?+
Often 7–14 business days; complex claims longer. Seller responds first in many flows. You’ll get email updates. Do not file duplicate claims.
A-to-z vs Customer Service for same order — which first?+
Marketplace buyer issues → seller message → A-to-z. Amazon retail seller → Customer Service. Mixing paths confuses case files.
Can I file A-to-z if seller offered partial refund only?+
If partial does not resolve legitimate claim (item not received, major defect), you may decline partial and pursue full A-to-z with evidence. Accepting partial may waive further claims — read offer terms.
A-to-z for digital goods or gift cards?+
A-to-z excludes many digital items and stored value instruments per Amazon list. Physical goods focus. Check exclusions before filing.
Chargeback after A-to-z denied — allowed?+
Technically possible with bank but may violate Amazon policy if A-to-z was final resolution path. Bank may ask for Amazon correspondence.
Holiday extended return period and A-to-z deadlines?+
Amazon extends return windows for some holiday orders — A-to-z eligibility ties to those extended dates. Check order-specific return eligibility in Your Orders.