3 Reasons Why a Buyer Would File an A to Z Claim on Amazon

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If you ask any seller that works with Amazon, they’ll often tell you that the massive multinational retailer almost always sides with the customer. “The customer is always right” has been a tenet of western business for a long time, but many will argue that Amazon takes it to a different level.

If a buyer feels that they have been somehow wronged in a transaction, their first step will often be to file a claim on Amazon. This will bring the matter to the company’s attention, but when is it the time to submit an A to Z claim? Today, we’ll be looking at three situations in which a buyer would be well within their rights to do so.

The Ordered Item Never Arrived

The most common reason for filing an A to Z claim is that a buyer ordered an item and paid for it, but it never arrived. Regardless of how the package was tracked, if it never comes to a buyer’s front door, then they will be able to file a claim within 3 days of the estimated date of delivery.

A buyer can also file a claim 30 days after the order was processed, so there are two windows in which a claim can be sent. Most of the time, this will result in either a refund or the item being resent at the seller’s expense, though it will depend on the circumstances and how the order was lost.

The Item Was Damaged or Otherwise Didn’t Work

If a buyer receives an item they ordered, and then they unpackage it to see that it’s broken or it doesn’t work the way it’s supposed to, they have another reason to file a claim. This is another common use of the policy, as items get damaged in delivery or they are defective off the production line.

As with the previous issue, Amazon will assess the situation and then propose a solution. Most of the time, the damaged item will be replaced at no extra charge to the buyer, as the damage was out of their control. It’s also possible to file an A to Z claim if a product arrives missing parts that should have been included.

An Item Was Returned to the Seller but No Refund Was Sent

If a customer was unsatisfied with their item and they decided to return it, then it makes sense that they would expect a refund. It’s important to contact the seller and give them a reasonable amount of time to process a refund, but if they fail to follow through, then a buyer should file a claim.


The Amazon A to Z claim can be used for a few other things like buyers refusing to accept an item return or a lack of a return address, but these three are the most prevalent. While the customer may not always be right on Amazon, they tend to be the majority of the time.


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