Manage A-to-z Guarantee claims and chargebacks

With Amazon Pay services through Buy with Prime, you have access to the Amazon Pay A-to-z Guarantee program. The Amazon Pay A-to-z Guarantee provides customers with an opportunity to obtain a full reimbursement for their purchase or cancel their authorized payment if they aren’t satisfied with a purchase made using Amazon Pay on a third-party site.
For every claim submitted by a customer through the A-to-z Guarantee claims process, Amazon Pay sends you an email with details of the claim and requests your response, giving you an opportunity to present your side of the issue. A-to-z Guarantee claims emails are sent to the email address that you used when creating your Amazon Pay account. The emails appear with the subject “Amazon Pay A-to-z Guarantee claim filed for Amazon Pay Order ID <>”, from “amazon-pay-seller-guarantee@amazon.com.” You can respond to the claim by replying to the email with the requested information. If you have a Seller Central account, you can also manage your claims in the A-to-z Guarantee claims page in your Amazon Pay account, which you can access in Seller Central using the marketplace switcher. You can find the link to this page in the Performance section.

Important:

• You have seven calendar days to respond to Amazon Pay’s notification, but it’s a best practice to reply immediately. Within the seven-day period, you can issue a refund to the customer or represent your case to Amazon. If the item that is the subject of the claim hasn’t shipped, you can cancel that portion of the order. If you don’t respond within the seven-day period, Amazon Pay automatically assigns the claim to you. For assigned claims, Amazon Pay reimburses the customer and can either debit your account or cancel any future payment, as appropriate.
• Amazon Pay might follow up with you to request more details as the investigation of the claim progresses. Keep track of all emails from Amazon Pay. If Amazon Pay requests more information, you must respond within three business days. If you don’t respond within three business days, the case is closed in favor of shopper.

How to respond to Amazon A-to-z Guarantee claims:

For information, go to Respond to A-to-z claims.

When a cardholder has an issue with a charge on their credit card, they can contact their bank to dispute the charge. The bank then makes a chargeback or inquiry with the merchant. Chargebacks and inquiries follow a similar process, but an inquiry doesn’t charge you during the investigation. Chargebacks, however, deduct the disputed amount and an additional chargeback fee from your account immediately when the chargeback is requested. If the chargeback is resolved in your favor, the disputed amount is returned to you.

How to respond to chargebacks:

For more information, use this link to search the Shopify help center for “chargebacks”.