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Amazon has adjusted the Seller response policy for the A-to-z Guarantee
  22@***com 27-07-2020 12:46 Reply (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 post-order experience.

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 account.
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 resolution.

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 investigation.

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 https://sellercentral.amazon.com/gp/help/GCRVNRBZBVGBK543.
Reply(3
Amazon has adjusted the Seller response policy for the A-to-z Guarantee
  22@***com time: 27-07-2020 12:46 Reply (3)