Starting on the 1st of December, Amazon are going to automatically verify customer claims and offer refunds on your behalf for specific scenarios where Amazon can verify package delivery using the tracking information provided during order confirmation. This update they say will simplify the A-to-z Guarantee Claims experience for you and your customers.
Automatic verification of claims does not change any existing A-to-z Guarantee Claim policies.
New Amazon A-to-z Guarantee Claims experience
Currently, you must respond to customer messages about delivery issues within 48 hours, review the issue, verify tracking, and refund the order amount to the customer (if eligible). If you do not respond in 48 hours, the customer is more likely to file an A-to-z Guarantee Claim, which may result in an account debit that would negatively impact your account health or Order defect rate.
The automatic verification update will reduce the time and effort it takes to verify a valid claim. If the tracking information entered in Seller Central demonstrates that the customer claim is valid, Amazon will automatically issue a refund but will also use tracking to validate the claim in order to reduce the risk of unjustified claims.
How automatic verification of A-to-z Claims works
Customer A-to-z Guarantee Claims that will be automatically verified using proof of delivery include:
- Tracking shows that the package is refused and returned to you
If a customer refuses a package on delivery, and we receive tracking information indicating that the package is returning to you, Amazon will automatically refund the customer and debit your account for the claim amount. It does not impact your account health or Order defect rate.
- Tracking shows that you have not shipped the package by the Ship-by date
If you have not shipped the package by the expected ship date, or have not confirmed the shipment on Seller Central, Amazon will automatically refund the customer and debit your account for the claim amount. It impacts your account health or Order defect rate.
- Tracking shows that the item was undeliverable
If tracking information indicates that the package is undeliverable, Amazon will automatically refund the customer and debit your account for the claim amount. It does not impact your account health or Order defect rate.
If Amazon cannot verify the customer’s claim through tracking information, they will require them to reach out to you to resolve the issue before they file a claim. Customers will still need to contact you directly for any returns-related issues.
This is as fundamental change in the way Amazon works and should prevent many instances of A-to-z claims impacting your account health when you have done nothing wrong. In two out of the three scenarios above, your account health won’t be impacted – the only reason you’ll get a ding is if you fail to ship or fail to confirm a shipment has been sent.