Amazon A-to-Z Guarantee: What It Covers and How to File a Claim
Quick Answer
What the A-to-Z Guarantee Covers
The A-to-Z Guarantee applies to purchases from third-party sellers on Amazon. Amazon defines the eligible situations as:
- The item did not arrive within three days of the maximum estimated delivery date
- The item received is materially different from what was described (wrong item, damaged, or significantly different condition)
- A return was authorized but the seller has not issued a refund within two business days of receiving the returned item
- A seller charged an amount different from what was agreed in the order
What the A-to-Z Guarantee Does Not Cover
| Situation | Covered? |
|---|---|
| Item sold and shipped directly by Amazon | No, handled through standard Amazon customer service |
| Digital products | No |
| Amazon Fresh or Whole Foods orders | No, separate policies apply |
| Items that match the description but you changed your mind | No, governed by the seller's stated return policy |
| Damage caused after delivery | No |
| Third-party seller transactions completed off Amazon (off-platform payments) | No |
How to File an A-to-Z Guarantee Claim
Step 1: Contact the seller first. Amazon requires you to contact the seller and allow 48 hours for a response before filing a claim.
Step 2: If the seller does not respond or does not resolve the issue, go to Your Orders in your Amazon account.
Step 3: Select the order in question and choose "Problem with order."
Step 4: Select the specific issue from the options provided and submit the claim.
Step 5: Amazon reviews the claim and may contact the seller for a response. A decision is typically provided within one week.
Timeframes for Filing
| Issue | Filing Window |
|---|---|
| Item not received | Up to 90 days after maximum estimated delivery date |
| Item not as described | Up to 90 days after actual delivery date |
| Refund not received after authorized return | Up to 90 days after delivery of the return |
Filing outside these windows may result in the claim being ineligible.
If a Claim Is Denied
If Amazon denies your A-to-Z Guarantee claim, you have the option to appeal through your Amazon account. If the appeal is also denied and you paid by credit card, you may still be able to dispute the charge with your card issuer under the Fair Credit Billing Act, provided you are within the 60-day dispute window from your statement date.