Operator glossary
A-to-z Guarantee claim
Amazon's buyer-protection claim on seller-fulfilled orders — granted claims refund the buyer from your pocket and stamp a defect on your ODR, which makes response speed a metric, not a courtesy.
The A-to-z Guarantee lets buyers claim against seller-fulfilled orders for non-delivery or items materially not as described, after contacting the seller and waiting 48 hours. Amazon adjudicates; granted claims refund from your account and count as ODR defects — and unanswered claims are granted by default.
Defense is procedural: respond within the response window with tracking, Buy Shipping usage (which shifts late-delivery liability to Amazon), signature confirmation on high-value orders, and documented buyer communication. Appeal wrongly granted claims — reversals remove the ODR defect.
The numbers
- Eligibility: buyer contacted seller first + 48h wait; scope: seller-fulfilled orders (FBA orders are Amazon's responsibility).
- Granted claims = refund charged to you + ODR defect; no-response = auto-grant.
- Buy Shipping on-time shipments shift late-delivery claim liability to Amazon.
Related terms