Make sure to send your reply on time and wait.Politely ask the buyer for a response at their earliest convenience.Explain that the claim is damaging, but that closing it will undo the damage.return shipping cost), refer to it as a gesture of goodwill. If you’re offering a partial refund (e.g.If you’re willing to accept the blame, issue a full refund.Offer a replacement or a partial refund, with the rest to follow once the item is returned.Make it clear that their opinion matters and you’re keen to resolve the issue satisfactorily.Apologise for the inconvenience you’ve caused without taking the blame (at least not yet).

Contact the buyer to let them know that you’ve received the claim and you’re investigating.

Draft a reply to the buyer and aim to send it within 2 calendar days.

If the fault lies with you or the buyer, first respond to the buyer.Refer it to Amazon, and then close the case so it doesn’t affect your ODR.If the fault lies with Amazon, don’t take the blame on yourself by issuing a refund.Check that the claim isn’t baseless and look for proof (e.g.Here are the stages of a straightforward claim challenge process: When there’s a valid claim, as per A-to-Z Policy, you must provide a measured response promptly and proactively.Īlthough there are dishonest buyers on Amazon, in most cases the claims are sincere and the damage can be undone. Suspicion of being overcharged is a valid reason for a claim.Poor service from the seller is grounds for a claim, regardless of delivery.International return where the seller refuses to provide a US address, prepaid label, or refund prior to return.Damaged, Defective, Different, or Unwanted items can be returned and a claim can be issued when there’s no refund or if it’s only a partial refund.Not As Expected (NAS) claims can be submitted immediately after a request for return, replacement, or refund is made, regardless of EDD and without return authorization.A return authorization from the seller is not needed. Returned But No Refund (RNR) claims are available for tracked returns only.Item not received (INR) claims can be made 30 days after the order or 3 days after the maximum EDD – whichever is sooner.

Here are the types of claims buyers can file: They usually have 90 days to file a claim on Amazon from the moment the maximum estimated delivery date (EDD) expired. Buyers must contact the seller, wait 2 days for a reply, and only file a claim if negotiations with the seller are unsuccessful.

Amazon work a to z