Complete Guide to Amazon Disputes, A-to-Z Claims & Chargebacks
Amazon's A-to-Z guarantee protects buyers. This guide explains how to file A-to-Z claims, chargebacks, and how to handle seller disputes.
Key fact: You have 90 days from delivery to open an A-to-Z claim. Amazon will refund you if the seller fails to respond or you provide evidence of the problem.
What is the Amazon A-to-Z guarantee?
The A-to-Z guarantee is Amazon's protection for buyers. If you do not receive an item, or it arrives faulty or not as described, you can claim from Amazon directly. Amazon holds payment from sellers and releases it only when they can prove delivery and satisfaction.
Your rights under Amazon terms and UK law
- A-to-Z guarantee: Amazon's buyer protection scheme (up to 90 days after delivery).
- Consumer Rights Act 2015: Goods must be as described and of satisfactory quality.
- Section 75 Credit Card Protection: If you paid by credit card, your card provider also owes you a refund.
- Chargeback rights: If Amazon's A-to-Z fails, you can ask your card issuer to reverse the transaction.
Step-by-step how to claim
- Open an A-to-Z claim via Your Orders. Click "Return or Replace Items" and choose the reason (item not received, not as described, faulty, etc.).
- Provide evidence. Upload photographs of the damaged item, proof of fault, or explain that the item never arrived.
- Give the seller 48 hours to respond. Many will refund immediately if evidence is clear.
- If the seller disputes, escalate to Amazon. Amazon decides based on your evidence. Include tracking, photos, descriptions.
- If Amazon rejects your claim, file a chargeback. Contact your card provider and ask them to reverse the transaction.
Common scenarios
Scenario 1: Item never arrived
Open an A-to-Z claim for "Item Not Received". Provide your order number and delivery address. If the seller cannot provide a tracking confirmation, Amazon will refund you.
Scenario 2: Item is counterfeit or significantly not as described
Provide clear photographs showing the problem. Compare against the product listing. Amazon is strict on counterfeits and will almost always refund.
Scenario 3: Item is damaged in transit
Take photos of the damaged item and the packaging. Provide these with your claim. If Amazon receives evidence of the fault, the refund is likely.
Key deadlines
- Opening A-to-Z claim: Within 90 days of delivery.
- Seller response time: 48 hours (though Amazon may wait longer).
- Amazon decision: Usually within 7 days of full information being provided.
- Chargeback claim: Can be filed after the A-to-Z claim is rejected (check your card issuer's timeline).
Escalation options
Chargeback via card provider: If Amazon rejects your A-to-Z claim, contact your bank or card issuer. They can reverse the transaction if you provide evidence.
Small claims court: If the amount is substantial and chargebacks fail, you can pursue the seller in court under UK consumer law.
Common mistakes to avoid
- Waiting more than 90 days to open a claim - you lose your right.
- Not providing clear photographs or evidence - Amazon needs proof to decide in your favour.
- Accepting a replacement when you should demand a refund.
- Communicating with the seller outside of Amazon's system - use Amazon messages only for records.