Amazon announced that it is going to simplify the A-to-z Guarantee Claim experience on behalf of you and it will help protect your Order Defect Rate (ODR).
Amazon Announcement notes:
From May 24, 2021, Amazon will automatically verify customer claims and offer refunds on your behalf. And it’s for specific scenarios where Amazon will verify package delivery using the tracking information provided during order confirmation.
HOW WILL THIS UPDATE IMPROVE YOUR A-Z GUARANTEE CLAIMS?
Currently, you must respond to customer messages about delivery issues within 48 hours, review the issue, verify tracking, and refund the order amount to the customer (if eligible).
If you do not respond in 48 hours, the customer is more likely to file an A-to-z Guarantee Claim, which may result in an account debit that would negatively impact your account health or ODR.
The automatic verification update will reduce the time and effort it takes to verify a valid claim.
If the tracking information entered in Seller Central demonstrates that the customer’s claim is valid, Amazon will issue a refund. Amazon said that they will carefully review all tracking information to protect you from unjustified claims.
HOW WILL AUTOMATIC VERIFICATION OF BUYER A-Z CLAIMS WORK?
Amazon provided some examples of Buyer A-to-z Guarantee Claims that can be automatically verified using proof of delivery including:
If a customer refuses a package on delivery, and Amazon receives tracking information indicating that the package is returning to you, they will automatically refund the buyer and debit your account for the claim amount. It does not impact your account health or ODR.
If you have not shipped the package by the expected ship date, or you have not confirmed the shipment on Seller Central, Amazon will automatically refund the buyer and debit your account for the claim amount. It impacts your account health or ODR.
If they cannot verify the customer’s claim through tracking information, they make customers reach out to you to resolve the issue before they file a claim. Customers will still need to contact you directly for any returns-related issues.
HOW WILL YOU GET NOTIFIED IF AMAZON RESOLVES A-Z CLAIMS?
If Amazon makes a claim decision and issues a refund on your behalf, they will send you a confirmation email to clarify the reason.
HOW CAN YOU APPEAL AN A-Z GUARANTEE CLAIM DECISION?
You will have 30 calendar days to submit an appeal if you disagree with Amazon’s decision. The A-to-z Guarantee Claim decision confirmation email will include steps to appeal the decision or you can directly submit your appeals.
Also, you need to provide proof to re-investigate the claim, for example, proof that your product was delivered to the customer.
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