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 more information.
It's important to realize that buyers who are unsatisfied with their order can file a dispute under the A-to-z Guarantee. You will receive an e-mail from us, and you must respond within 5 business days with the requested information.
We encourage buyers and sellers to work together to resolve issues. However, in the event of an issue that the buyer and seller can't resolve, we will use the information presented by the buyer and seller to settle the dispute.
Be sure to respond quickly to any 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.