Financial & Claims
A-to-z Guarantee Claim
Also known as: A-to-z claim, A-to-Z claim
An A-to-z Guarantee claim is a buyer protection dispute filed when a customer believes an order was not received or not as described and the seller did not resolve it. Approved claims can debit the seller and count toward Order Defect Rate. Sellers respond with tracking, refund proof, or policy-compliant messaging records.
Why it matters
Approved A-to-z claims directly increase ODR and can stay on the account health record even after refunds. Amazon compares seller responses against buyer timelines and tracking evidence. Policy violations in buyer messages can create separate conduct issues alongside the claim itself. Proactive refunds and documented outreach often prevent claim approval when delivery data is ambiguous. Log every buyer touchpoint with timestamps before the claim window closes. When responding in Seller Central, attach tracking URLs and delivery scan PDFs rather than pasting links alone. Offer replacement or refund in writing before the buyer opens the claim when delivery is delayed.
Example
A buyer files A-to-z for non-delivery during a carrier delay. The seller uploads carrier scans, message logs offering replacement, and proof of refund if the claim was approved pending review. The timeline shows outreach before the buyer escalated.
Related terms
- Order Defect Rate (ODR): Order Defect Rate (ODR) is the percentage of orders with negative feedback, A-to-z claims, or chargebacks over a rolling window, and Amazon expects it to stay at or below 1%.
- Disbursement Hold: A disbursement hold is an Amazon payment freeze that stops settlement of seller funds while a risk, authenticity, or verification review is open.
- Account Health Rating (AHR): Account Health Rating (AHR) is Amazon's consolidated account-level health score reflecting unresolved policy and performance problems across a seller account.