The A-to-z Guarantee is a feature of Amazon customer service that protects buyers in the marketplace when products don't match their descriptions or don't show up on time.
The A-to-z guarantee is available for customers who cannot resolve purchase issues with 3P Amazon sellers on the platform. Buyers can log in to their Amazon account and request a refund directly from their account.
When Amazon shoppers purchase products from third-party sellers and buyers receive defective products (or no products at all), the A-to-z guarantee can protect their purchase and provide a refund where they find third-party sellers to be at fault for the issues.
Amazon implemented its A-to-z guarantee to ensure buyers from third-party sellers receive the products they ordered online — in exactly the condition that third-party sellers advertise them in Amazon product descriptions and sponsored ads.
The platform uses the A-to-z program to restore buyers whose products arrived defective and those that do not match the product description that prompted their purchase. They want to ensure buyers on Amazon receive the exact products and services they order in a timely fashion and that they arrive to customers in tip-top shape and in working condition.
It's important for Amazon shoppers to note that not all products and services will be eligible for a refund under Amazon's customer service guarantee. The e-commerce service provider will only intervene when buyers and sellers cannot agree on how to resolve issues with products that didn't arrive, or those that did not meet the customer's satisfaction.
Amazon lists covered conditions for buyers to request a refund using the customer-centric A-to-z guarantee program on their website.
It is up to buyers to complete a refund request and respond to all requests from Amazon during the refund process. Buyers who don't respond to all Amazon customer service requests may have their refund requests for the purchase of defective or missing products delayed or denied if they don't complete all required steps.
Amazon will refund customers who have issues with their purchases from third-party Amazon sellers if something goes wrong with their purchases.
The A-to-Z guarantee works to provide buyers with a full refund of their purchase price for items bought on the Amazon store that don't meet Amazon standards or products that never arrived. Customers who claimed the package that is shown as "shipped" by the seller hasn't arrived may be eligible for refunds.
Some customers are eligible for a full refund if their products don't arrive on time, if products arrived damaged, or if there was an issue with the return using the Amazon marketplace.
Other protected customers may be eligible for a refund (minus platform restocking fees) if their order arrives on time, but they are still unhappy after confirmation of receipt. The final decision of whether to issue a refund under the guarantee is up to the discretion of Amazon's customer service department.
The product cost, original shipping cost, and return shipping costs are eligible for a refund in approved cases where items bought from Amazon 3P sellers show up as damaged, defective, or did not match the product description.
Buyers have 90 days from the product's delivery date to request a refund for damaged, defective or missing products purchased from third-party Amazon sellers through the A-to-z program.
Contacting the seller to resolve any purchase-related issues is the first step before buyers request a refund through their Amazon account.
The A-to-z program issues refunds for covered products and services purchased from 3P sellers on the platform. It does not cover products purchased through the Amazon Global Store or Marketplace items delivered by Prime.
Sometimes, the A-to-z guarantee covers claims for property damage or personal injury claims for buyers who received defective products that caused a physical injury. Property damage and personal injury claims require more research and can take longer to resolve than other defective product refund requests.
Buyers who have had no success in resolving issues with third-party buyers can request a refund under the Amazon A-to-z guarantee after waiting for the seller's response for 48 hours.
Amazon customer service will verify that buyers have tried to resolve their purchase issues with sellers and intervene when buyers and sellers cannot reach a resolution.
Did your Amazon order arrive damaged, defective, or not at all?
Click here to request a refund from Amazon under the A-to-z program.