What happens after the buyer submits an A-to-z Guarantee claim?
After receiving notification a claim has been filed, sellers have a prescribed number of days to respond to Amazon.co.uk, but the sooner the better. It is very important for sellers to respond immediately and explain what happened with the order as part of this process involves assessing whether the seller is accountable for the problem. Sellers can also go to the ‘A-to-z Guarantee Claims’ link in their Seller Account to respond to claims. The Buyer Claims widget on the Your Seller Account page takes you the same page, showing the claims requiring action. Amazon.co.uk encourages sellers to check their Seller Accounts regularly to track and respond to A-to-z Guarantee claims. In some cases Amazon.co.uk may initiate a reimbursement to the customer while still working through the claim investigation with the seller. Sellers will know when this is the case because the claim status in the A-to-z Guarantee Claims page will be displayed as ‘granted’ but the claim details will indicate that it
