Amazon has adjusted the Seller response policy for the A-to-z Guarantee
22@***com 27-07-2020 12:46Reply (3)
We are making two changes to the A-to-z Guarantee Seller
response policy to help in providing customers with a positive and timely
Reminder: You have a responsibility to respond to customer messages and
return requests within 48 hours.
What is changing?
In the event that a customer files a claim and you have not provided a
response to the customer’s contact, we will grant the claim and debit your
We no longer require that you ‘Respond to Amazon,’ when a claim is filed.
Our team will review it using the information provided by both you and the
customer leading up to that point to make a decision.
To help you avoid any potential or unnecessary A-to-z Guarantee claims, we
will continue to ensure that customers either contact you or submit a return
request 48 hours prior to being eligible for an A-to-z Guarantee
If you wish to dispute a claim then we still provide you with 30 calendar
days to file an appeal and provide new information for the
All customer return requests can be found on the Manage Returns
https://sellercentral.amazon.com/gp/returns/list page, and all customer
contacts in the Buyer-Seller Messaging Service
https://sellercentral.amazon.com/messaging/inbox. Learn more about how you
can prevent A-to-z Guarantee claimshere
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