Amazon A-to-Z Guarantee Lost & Stolen Package Factsheet

Having your package lost or stolen is always a nightmare. Unfortunately, package theft is on the rise as more and more shopping is done online. Amazon and other retailers are constantly working to make it ridiculously convenient to do our shopping online, but more online shopping means more opportunity for our purchases to get lost. As a customer-first business, Amazon goes to great lengths to keep us online shoppers happy and shopping. One of the ways Amazon does this is with their A-to-Z Guarantee. In short, this guarantee covers up to $2,500 of the purchase price on eligible purchases (goods purchased on Amazon.com from an Amazon seller). This guarantee covers many conditions and can be used for both goods and services. While this guarantee isn’t explicitly for lost or stolen packages, it is an avenue that buyers have if they don’t receive their item. There are some types of purchases that this guarantee doesn’t cover. Here are some details about restrictions.

A-to-Z on the buyer’s side

The Amazon A-to-Z Guarantee is an amazing deal for you as a buyer. It’s here to protect you from 3rd party sellers on Amazon who make late deliveries, overcharge you, ship defective merchandise, refuse refunds, or misrepresent the product in their listings. The process is completed on Amazon’s website.

  1. Your first step is always to contact the seller.
    • You can only file a claim once you’ve contacted the seller.
    • You can contact the seller through your Amazon Payments account.
    • On the “Transaction Details” link you will see an option to “Contact Seller.”
    • You must give the seller one calendar day to respond.
  2. If the seller fails to respond or is unwilling to work with you, you can submit a claim.
    • A claim can be submitted between 15 and 90 days from the order date to submit a claim.
    • If the item arrives broken, defective, or misrepresented, you’ll need to file a claim within 14 days of when you get it.
    • To file a claim, go to your Orders List and select “View/File Claim” on the order.
    • Follow the on-screen instructions, which will require you to select a reason for the claim.
    • Reasons for claims can include:
      • Returned order that was not refunded.
      • Item was not received or was late (this is particularly relevant for package loss and theft).
      • The order was damaged, defective, or incorrect.
      • The seller charged more than expected.
    • You will be required to provide explanations and documentation for your reasons.
  3. Once you’ve submitted a claim, you can view it on your Amazon Payments account.
  4. If the seller resolved the matter before the claim decision is finalized, you could withdraw the claim by responding to Amazon’s confirmation email.
  5. Amazon will make a decision. If the claim is approved, you will be refunded.
  6. According to Amazon, your claim might be denied if:
    • The item received was the same as described by the third-party seller.
    • The item was received and the third-party seller provided verification of delivery.
    • You failed to respond to a request for further information.
    • The claim was filed due to buyer remorse rather than an actual issue with the item.
    • You filed a chargeback with your payment processor or bank.
    • You were unwilling to return the item to the third-party seller.
  7. If your claim is denied, you can appeal the claim.

A-to-Z on the seller’s side

You might think of Amazon A-to-Z as a guarantee to the buyer, and if you communicate well with them, then this claim process isn’t required. Responding promptly to buyer communication and Amazon is crucial here. If you do find yourself facing an A-to-Z claim, here’s some important things to keep in mind.

    1. The buyer expresses concern about their package.
      • Amazon encourages them to contact you first.
      • You reply promptly to the buyer, and you sort out an appropriate reimbursement or replacement plan. The process is done.
      • You don’t respond to the buyer promptly, or the buyer is unsatisfied and decides to file an A-to-Z Guarantee claim with Amazon. Continue to the next step.
    2. The buyer files an A-to-Z claim with Amazon.
      • The claim must be filed within 15 and 90 calendar days after the order date.
      • When the claim is filed but before Amazon grants it, you can resolve the issue by immediately refunding the buyer’s money.
      • If you wish to continue through the claim process, you may submit your side of the claim. You MUST (seriously, can’t stress this enough) respond in some way before 7 days.
      • Failure to respond before 7 days will result in Amazon automatically granting the claim and debiting your account.
      • You submit your side of the claim and Amazon will evaluate the claim.
    3. Amazon makes a decision on your buyer’s claim.
      • If Amazon rejects the claim, the process is over unless the buyer appeals.
      • If Amazon approves the claim, you will have the opportunity to appeal.
      • If Amazon ultimately approves the claim, your account will be debited for up to $2,500 of the value of the buyer’s purchase and shipping.

A-to-Z on the Amazon Prime seller’s side

Not much to say here. If a buyer made the purchase through Amazon Prime, Amazon will be responsible for any A-to-Z claims, and will pay up to $2,500 of the purchase price and shipping.

Summary

The long and short of it, Amazon A-to-Z claims are a way to protect buyers. As a seller, these claims can be avoided by responding promptly and effectively to buyer communication. They cannot file a claim without first contacting you, so avoiding that could make things easier. As a buyer, you are protected from third party sellers, but try to work with the seller first. If the seller is unwilling to help, Amazon will get involved with this guarantee. In cases of package theft, however, Amazon A-to-Z Guarantee may not cover you if it can be proven that the package was delivered by the carrier. Then, you’ll be needing to consider options through insurance.