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A-to-z Guarantee Protection FAQsAmazon.com A-to-z Guarantee Basics
Filing a Claim
Problems with A-to-z claims
What is the Amazon.com A-to-z Guarantee?We want you to buy with confidence anytime you purchase products on the Amazon.com website or use Amazon Payments. That is why we guarantee purchases from Amazon Marketplace and Merchant sellers when payment is made via the Amazon.com website or when you use Amazon Payments for qualified purchases on third-party websites. The condition of the item you buy and its timely delivery are guaranteed under the Amazon A-to-z Guarantee. After you have read carefully through the following important guidelines, click below to submit your claim. When can I file an Amazon.com A-to-z Guarantee claim?You can file an Amazon.com A-to-z Guarantee claim if you purchased physical goods from a seller or merchant selling on the Amazon.com website (including the Amazon.com Marketplace), or used Amazon Payments to purchase physical goods from a third party website. See "Exclusions from coverage" below for a list of items that are not covered by the A-to-z Guarantee. One of the three conditions below must also apply:
You must first contact the seller through Your Account before filing a claim. From the order details, click "Problem with this order?" and "Contact your Seller." Please allow three business days to give your seller a chance to address the issue. You can submit a Guarantee claim if the seller does not respond or if the issue is not addressed to your satisfaction. What are the requirements of the Amazon.com A-to-z Guarantee?Purchase Method:
Timeframe for Claims:
Warranty Coverage:
Claim Limits:
Exclusions from coverage:
Only buyers who live in the following countries are covered under the Amazon A-to-z Guarantee for qualified purchases: Australia, Belgium, Brazil, Canada, Denmark, Finland, France, Germany, Great Britain, Hong Kong, Iceland, Ireland, Italy, Japan, Republic of Korea, Mexico, Netherlands, New Zealand, Northern Ireland, Norway, Portugal, Scotland, South Africa, Spain, Sweden, Switzerland, the United Kingdom, and the United States. (including U.S. protectorates, e.g. Puerto Rico, U.S. Virgin Islands, Guam, American Samoa, APO/FPO, etc.) How much coverage will I receive?Buyers who pay for Amazon Marketplace or Merchant purchases via the Amazon.com website and buyers who use Amazon Payments for qualified purchases from a third party website are eligible to receive up to $2,500 of the purchase price, including shipping charges. What does it cost?Buyers are covered at no cost. We're committed to creating a safe buying experience on the Amazon.com website and when using Amazon Payments on third party websites. If you have additional questions about the A-to-z Guarantee, please contact us. How do I file a claim?If you made the purchase through the Amazon.com website, you can easily submit a claim through Your Account. From Your Account, click the yellow Orders button. From here you can either click the "File a claim" button, or click "Problem with this order?" from the order details page to file your claim. You can submit a claim for the payments made on third party websites using Amazon Payments by viewing the specific transaction details via Your Account on the Amazon Payments website (https://payments.amazon.com). From the transaction or order details, click "Problem with this transaction?" or "Problem with this order" to file your claim. When do I use the "I returned my order" reason while filing an A-to-z Guarantee claim?If a seller has clearly misrepresented the condition or details of an item in a way that affects its value or utility, it is "materially different." In such cases, that seller should be willing to offer a refund or exchange when contacted within 14 days of receiving the item. When submitting your claim, please provide further details about the desired resolution by choosing one of these options:
When do I use the "I did not receive my item or received them late" reason while filing an A-to-z Guarantee claim?If the estimated delivery date noted on your order detail page has passed and you have still not received the product(s) you ordered, you can file a claim citing the reason "I did not receive my item or received them late." You can also choose the desired resolution:
When do I use the "Order contained damaged/defective/incorrect items" reason while filing an A-to-z Guarantee claim?If a seller has clearly misrepresented the condition or details of an item in a way that affects its value or utility, it is "materially different" and that seller should be willing to offer a refund or exchange within 30 days of shipment. If the seller does not accept the return of an item that is made in accordance with the seller's return policy, you may qualify for coverage under our A-to-z Guarantee. Please visit our Return Help pages for more information regarding returns. Items are considered "damaged/defective or incorrect" in these circumstances:
When submitting an A-to-z Guarantee claim with the reason "order contained damaged/defective/incorrect items," you will need to select one of the reasons above and provide comments explaining what happened. Note: This does not extend to cases where you are simply disappointed with an item. We will ultimately determine material difference at our discretion. What happens after submitting a claim?For purchase through the Amazon.com website, you can track the progress of your claim by viewing the order in Your Account. From the order details, click "Problem with this order?" to see the status of your claim. For purchases from third party websites using Amazon Payments, you can track the progress of your claim by viewing the transaction in Your Account on the Amazon Payments website (https://payments.amazon.com). From the transaction details, click "Problem with this transaction?" or "Problem with this order" to see the status of your claim. After submitting your claim, you may be eligible to receive an instant Amazon.com Gift Card. If you decide to select instant Amazon.com Gift Card, the amount will automatically be applied to your Amazon.com account as a gift card balance. Learn more about using your Amazon.com Gift Card. Whether you receive the instant Amazon.com Gift Card option or not, we appreciate your patience and cooperation during the processing period, as we may contact you for additional information. We may also attempt to contact the seller to encourage him or her to work directly with you to resolve the problem. How do I view my claim status online?You can track the status of this claim by following these steps:
On the resulting page, you'll see the status of your claim. How do I cancel a pending claim?You can withdraw your claim by following these steps:
or simply reply to our initial claim confirmation e-mail. Sellers will need to contact the buyers and encourage them to write to us in order to revoke or cancel a pending claim. If a resolution has been reached after a claim check has already been sent, please contact us to make arrangements for repayment. How do I accept the instant Amazon.com Gift Card if I didn't when I filed my claim?If you were eligible to receive an instant Amazon.com Gift Card, you can accept the instant Amazon.com Gift Card on an eligible A-to-z Guarantee claim any time before the claim is resolved by following these steps:
I submitted an A-to-z Guarantee claim which was resolved in my favor, and later I received the lost or correct item. What do I do?All payment for Amazon.com orders must be made through Amazon.com. If you receive the item after a claim is resolved, contact us to request that we recharge the credit card for the order. Why was my claim denied?The common reasons for a claim being denied include:
If you wish to make an appeal, you can by following these steps:
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