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Merchant help > Resolving disputes

Handling customer disputes

The A-to-z Guarantee

The Amazon A-to-z Guarantee gives consumers confidence to shop anywhere using Amazon Payments. Key provisions of the A-to-z Guarantee include your products' condition and timely delivery. See Amazon A-to-z Guarantee for Merchants for more information.

It is important to realize that customers who are not satisfied with their order can file a dispute under the A-to-z Guarantee. You will receive an email from us, and you must respond within 5 business days with the requested information.

We encourage customers and merchants to work together to resolve issues. However, in the event of an issue that the customer and merchant cannot resolve, we will use the information presented by the customer and merchant to settle the dispute.

Be sure to respond quickly to an A-to-z Guarantee claim, as your performance is measured partly based upon the rate of successful A-to-z Guarantee claims made against you. See the Buyer Dispute Program and the Amazon Payments Customer Service Policy for additional important information.

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