Have you ever encountered an Amazon A-Z Claim?
This is the most depressing feedback you can get as a third-party seller.
It not only impacts negatively on your bank account, but it puts your account health with your Amazon seller account on a weighing scale.
So, how do you handle an Amazon A To Z Claims?
Read through to learn more.
What Is an A – Z Claim?
An A-Z Claim is a customer-oriented method to protect buyers from exploitation by sellers.
However, it is impartial as it considers the facts from both parties.
Consequently, an A-Z guarantee ensures customers receive their goods on the stipulated time and according to the terms and conditions.
An A-Z Claim protects all buyers that purchase products through Amazon or its partners.
The fulfillment method of sourcing, storing, shipping, and delivering products to buyers may lead to an A-Z Claim, and if the seller does not act promptly, the consequences may be dire.
An A-Z Claim will negatively affect the seller’s brand image and lower the sales volume.
How Does an A-Z Claim Work
An A-Z Claim is a systematic process that involves different steps. For the process to be initiated, there are four types of claims and conditions that are reason for a claim:
- Delivery issues: Three days have elapsed from the maximum estimated delivery date, and the buyer has not received their items
- The buyer receives a defective item
- The buyer believes that they paid more than the recommended price
- The item has been returned to the buyer, and no refund has been made
If a claim satisfies these conditions, the following claim process is followed:
- The buyer informs the seller through a claim message or return request
- After 48 hours and the seller has not taken any action to rectify the problem, the seller escalates the issue through an A-Z Claim.
- Amazon then gives the seller a maximum of 72 hours to respond
- If there is no response during this period, the buyer qualifies for a refund
- The buyer has 30 days to appeal if they are not satisfied
- Amazon will give the buyer 72 hours to respond to the seller’s appeal
What To Do If You Get An A-Z Claim As A Seller
Getting an A-Z Claim may cause panic. However, you should be calm and handle it as follows :
Examine The Order
After getting an A-Z Claim, you should carefully look over the order details and item condition.
Look at the product description and compare the features with the item sent to the buyer.
If the features match, then the buyer has no ground to file a claim
However, if you realize that the description is not as detailed as it should be, then be professional and acknowledge your mistake.
Respond To The Claim
The best way to handle an A-Z Claim is to respond immediately.
You have 48 hours from the time of notification to respond.
If it is a legitimate claim, try as much as you can to convince the buyer not to escalate the issue as this would negatively affect your image and Amazon seller central account.
If the item was defective, exchange it with a better one.
File An Appeal
If the buyer’s claims are not worth a refund, you have 30 days to appeal
Ensure you are as detailed as possible while stating the reasons why the buyer’s claim is invalid
Be sure to receive an answer from Amazon within the given time limits
In addition, you should track your appeal claim status to see the updates
Rectify Your Mistake
After doing a thorough analysis and you are guilty, it’s prudent to correct your mistake.
This may mean updating your items’ descriptions and delivery timelines.
16 Tips On How To Avoid an A-Z Claim
An A-Z Claim may arise due to a defective product or one different from what the buyer ordered.
To avoid an A-Z Claim resulting from a product mistake claim, here are some tips to help:
1. Precise Product Description
You should thoroughly go through your product descriptions, including the product images.
This will help you match the features with the actual products.
The details are given, and measurements should be honest and precise.
Being specific and precise will minimize defects rates and product-related claims, which make up a large percentage of an A-Z Claim.
Minimal claims would mean a good image for your products and a fat bank account.
Avoid exaggerating to attract buyers as this would cost you in the long run.
Exaggerations will not only lead to many A-Z excessive claims but would also hurt your relationship with Amazon, and they may decide to close your seller central account.
2. Quick Cancellation Of Any Out Of Stock Orders
When you run out of stock and the buyer has already placed an order, you should promptly cancel the order stating that the specific product is out of stock.
There is no harm in telling the customer that you do not know when the product will be in stock again.
To avoid cancellations due to scarcity of products, our app can help you source for items where you will receive prompt supplies and get a wide range of retailers to choose from
The app also gives you an approximation of your sales, competitors’ stock levels, and product variation analysis.
3. High Quality Products
Offering high-quality products would lower your chances of getting an A-Z Claim as buyers would be satisfied with them.
Avoid sourcing cheap and low-quality items as they result in high return rates and low customer ratings, which negatively impact your sales and, consequently, your earnings.
4. Proper Packaging
Proper packaging results in low item damage and delivery-related claims relating to defective products.
Use strong materials like bubble wraps to reduce the defect rate.
In addition, you should check the product before they are taken to the buyer. Confirming that the correct items are sent to the right buyer would save you from an A-Z Claim & a full refund.
5. Report Inaccurate Listings
If you have any inaccurate product listings, you should report them to Amazon, and should any claim arise, Amazon would be aware of the delisting.
This further ensures that you maintain a good image and retain your account with Amazon.
For products that tend to create problems with buyers, you should block them until the problem is resolved.
However, if the problem persists, you should remove the specific products from your products list.
In addition, you should ensure your product listings match the Amazon Standard Identification number.
Never be tempted to sell old items as new ones as this would negatively impact your sales volume, create a negative brand image, and it can lead to the closure of your account.
6. Shipping Companies
Your products may be in the best condition before shipping but get to the buyer damaged or broken.
This means that the damages are not on you but the shipping companies.
Although this may be the case, the final person responsible is you, as the contract is between you and Amazon.
7. Shipment Confirmation
Confirming shipments before the expected shipping dates will lower the risks of late delivery.
In addition, confirming orders before the actual delivery dates enables the buyer to follow their order status without calling you frequently, saving time.
Ensure the courier scans the orders before they are delivered. Another tip to ensure you have a domestic return address in case your items are shipped from a different location.
8. Prompt Delivery
Make sure timely delivery is completed within the calendar days.
Notify the buyer of any delays ensuring that they understand the reasons for the delay and agree with them.
9. Valid Tracking
Having valid tracking will help both you and the buyer follow the delivery status at the comfort of your premises without the need to contact one another.
Both the timely delivery and providing a valid tracking link helps build trust.
Having a trackable shipping method will give both you and the customer a date and time the item was delivered.
10. Signature Confirmation
This is an important consideration, especially when dealing with high-value products.
The signature helps Amazon to confirm if the buyer has received the items.
11. Trusted Couriers
Amazon has their buy shipping couriers who collect the orders directly from Amazon.
This protects against delivery-related A-Z Claims.
Should the claim arise, your account would not be affected, and you’re able to maintain your brand image.
13. Have An Explicit Return Policy
High rates of refund costs ruin both your brand and bank account. A well-defined return policy minimizes the risks of an A-Z Claim
You should state clearly the conditions to be met for an item to be returned.
While crafting the return policy, be sure to include the most important part where the buyer states that they have thoroughly read the terms and conditions and would fully comply with them.
The policy should not have any ambiguities that might confuse the buyer, be as specific as you can
In addition, you should give the return address or share with your buyer the return process in the product labels.
Furthermore, if you know your budget would not accommodate the return charges, include a clause stating that the buyer would be responsible for them.
14. Prompt Replies To Customer’s Return Request
When a customer conveys a dissatisfied message to you, quickly respond to them
Besides saving you time, fast replies to customer complaints prevent further escalation, which would have resulted in a closed account or a negative brand image.
While replying, show the buyer that they matter to you and fully understand them.
Whether you are on the right, creating a positive customer experience is mandatory.
15. Refund When Necessary
If you receive a complaint from the buyer and you are the one to blame, you should promptly refund the buyer.
This not only lowers the risks of a claim but it saves you time and money since an A-Z Claim is a tedious and expensive process.
16. Continuous Monitoring
You should monitor your business frequently and add any new updates.
Monitoring ensures you are up-to-date with the customer claims .
Continuous monitoring also helps you predict or anticipate any future claims, thus being proactive and looking for ways to avoid the claims.
Getting an A-Z Claim is depressing as it affects both your sales and brand image negatively since your current and potential buyers would be discouraged by the high rates of product returns and would prefer your competitors over you
An A-Z Claim will also affect your business relationship with Amazon, and they may decide to close your account.
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How long does Amazon’s A-to-Z claim take?
Amazon’s A-Z Claim can be filed within 30 days from item delivery or during the fulfillment process if the items have not arrived after several days from the promised Delivery date. Once it’s filed, sellers have 72 hours.
This is the time given to the seller to respond to the claims, and failure to respond within this time gives the buyer the right to a refund.
Why does Amazon refund without return?
Amazon refund without return is given when the cost of returning an item is more than the cost of the item.
The buyer would be refunded but would retain the item.