servicio de reclamaciones Amazon

From A To Z: What Amazon’s Claims Service Looks Like


  • As with everything related to Amazon, customer satisfaction is the most important thing and for this reason they place a lot of emphasis on claims management.
  • This “from A to Z” coverage offers the end consumer extra security when faced with a defective, delayed or unexpected order.


Surely it has happened to you that you have bought something online and when you receive it it it was not what you expected, it has taken longer than usual to arrive or it is in poor condition. It is a more recurrent problem than it seems and many times the most tedious thing is to carry out the claim process.

This means contacting the seller, usually via email, waiting several days, having to repackage the order, take it to a fulfillment center, and wait for a refund or a new unit to be shipped to you. This is in cases where you receive something as delivery, but on those occasions when your order never arrives the feeling is even worse, since many times the refund of the purchase money does not compensate for the inconvenience or loss of time.

For all these reasons, Amazon offers coverage for Seller sellers who do not operate under its logistics. This is known as the “A to Z Guarantee”.

If you want to know everything you need to know about this service, whether you’re a seller or a buyer, read on. At Nozama Solutions we put our more than 10 years of work at Amazon at your disposal.

What is the A-to-z warranty?

It’s a service that protects you as a customer when you buy products on Amazon. It covers everything from on-time delivery to the final condition of the items, as well as issues with returns.

This guarantee applies to products sold and fulfilled by a marketplace seller themselves, i.e. products under the Prime label or for which Amazon is the seller are excluded.

In these cases, when you have a problem related to the status of your order or delivery, you should contact the seller directly and, depending on their response, the next step you have to take is to go to Amazon and make use of this extra guarantee.

The main conditions under which you can make use of it are the following:

  • If you’ve contacted the seller but they haven’t heard back within two business days.
  • You have not received your package and it has been three days from the estimated date of arrival or if the tracking shows that it has been delivered and it has not.
  • The product has arrived damaged, defective or does not correspond to the description on the detail page.
  • If you do not receive a refund once the product has been returned.

To start the process, you will simply have to contact Amazon, by phone or through the web. There are also certain cases where the Seattle company acts “ex officio” if they see that you have tried to contact the seller but to no avail.

What can you do as a seller?

The most important thing to keep in mind as a seller with claims is that they can mess up your order defect rate; since if it rises above 1%, Amazon will start penalizing you.

To deal with any complaints you receive, you must access the “reply to Amazon” section from Seller Central. Once there, you have to manage them, for example by replacing the product if it is defective.

In the event that you have not proceeded to resolve the claim for any justified reason, you must provide any type of proof that proves that you are right. For example, if the customer is claiming that the order has not been delivered, at Nozama we provide proof of delivery from the transport company, which includes the signature and ID of the person who collects the package.

Once you provide all the documentation, the status of the claim may be:

  • Granted, financed by Amazon: in this case they agree with the customer but assume that you as the seller have done everything right and therefore they pay the refund of the product. It can happen, for example, when the customer claims not to have received the product but you attach the signed delivery order.
  • Granted, financed by the seller: here they agree with the buyer against your arguments, so you will have to pay the price to the customer.
  • Under review: Amazon is deliberating.
  • Closed, order refunded: Once you pay the refund to the buyer, the claim is closed.
  • Closed, claim withdrawn or denied: either the customer withdraws it or it is Amazon that, after studying it, decides not to accept it and give you the reason.

It should be noted that neither these latest claims nor those that end up being paid by Amazon end up being part of the defective order ratio. Despite this, you have to be very careful with your treatment of the claims that come to you.