About A-to-z Guarantee Refund

The Amazon A-to-z Guarantee refund protects you when you purchase items sold and fulfilled by a Marketplace seller.

What do I need to know before requesting an A-to-z Guarantee refund?

Before you request an A-to-z Guarantee refund, please contact the seller and allow 48 hours for them to respond. In most cases, you will receive a reply from the seller much sooner. If the seller has not responded within 48 hours, you can request an A-to-z Guarantee refund.

When do I qualify to request an A-to-z Guarantee refund?

You may be eligible to request an A-to-z Guarantee refund if any of the following apply:

  1. You have not received your package and three days have passed since the estimated delivery date or the tracking shows a package is delivered.
  2. You received an order that is different than expected and have requested a return with the seller.
  3. You returned your item with a trackable shipping method and the seller has not issued you an A-to-z Guarantee refund.
  4. You can request an A-to-z Guarantee refund up to 90 days after the maximum estimated delivery date.
  5. The A-to-z Guarantee does not cover digital items, payments for services or stored value instruments. Additionally, if you file a chargeback with your payment provider or bank, you will not be eligible for a refund under the A-to-z Guarantee.

How can I request an A-to-z Guarantee refund?

  1. Go to Your Orders.
  2. Locate your order in the list and select Problem with order.
  3. Select your problem from the list.
  4. Select Request refund.
  5. Enter your comments in the text box.
  6. Select Submit.

We will send you an email notification within 1-2 weeks once we determine whether you are eligible for an A-to-z Guarantee refund.

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How can I check my A-to-z Guarantee refund request status?

  1. Go to Your Orders.
  2. Locate your order in the list and select Problem with order.
  3. View the status of your Guarantee Refund

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How can I appeal a denied A-to-z Guarantee refund request?

If your A-to-z Guarantee refund request was rejected, you can submit an appeal within 30 calendar days.

To appeal a denied A-to-z Guarantee refund:

  1. Go to Your Orders.
  2. Locate your order in the list and select Problem with order.
  3. Select Appeal decision and follow the prompts to explain your reason of appeal.
  4. Enter your comments in the text box.
  5. Select Submit.

We will send you an email notification within a week once we determine whether you are eligible for an A-to-z Guarantee refund.

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How can I cancel an A-to-z Guarantee refund request?

If the seller resolves your problem or you no longer need a refund under the A-to-z Guarantee, you can cancel your A-to-z Guarantee refund request.

To cancel your A-to-z Guarantee refund:

  1. Go to Your Orders.
  2. Locate your order in the list and select Problem with order.
  3. Select Cancel request.
  4. Enter your comments in the text box.
  5. Select Submit.

Once an A-to-z Guarantee refund request is cancelled, it cannot be reopened. You can contact us if you accidentally cancel an A-to-z Guarantee refund request.

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