How to File an Amazon A-to-Z Guarantee Claim

Get your refund for undelivered, damaged, or misdescribed items

Quick Answer

Amazon's A-to-Z Guarantee protects buyers against undelivered items, items that don't match the description, or damaged goods. You have 180 days from purchase to file a claim. File through Your Orders on Amazon.com, select the item, and choose "Item not received" or "Item not as described." Provide evidence (photos, messages) and Amazon usually rules in your favor within 2-4 weeks.

How to File an A-to-Z Claim

Log in to your Amazon account, go to "Your Orders," find the item you want to claim, and click "Return or replace items." Select the reason: "Item not received," "Item not as described," or "Damaged/broken." Provide details explaining the problem. You can upload photos or documents as evidence. Submit the claim. Amazon will contact the seller. If the seller doesn't respond within 2-3 days or you have strong evidence, Amazon will grant the claim automatically.

If the seller disputes it, you can reply with additional evidence. Amazon acts as mediator and usually sides with buyers if you have clear evidence (tracking showing non-delivery, photos of damage, messages from the seller).

What the Law Says

Consumer Rights Act 2015
Right to goods as described and fit for purpose
Underpins A-to-Z claims—items must match description and be of satisfactory quality. Amazon's guarantee supports this statutory right.
Consumer Contracts Regulations 2013
Distance selling protections
Online purchases have cooling-off and return rights independent of A-to-Z. You can claim under consumer law if A-to-Z fails.
Amazon A-to-Z Guarantee Conditions
Amazon's buyer protection policy
180-day claim window, covers items not received, damaged, or misdescribed. Amazon's policy aligns with consumer law.

FAQ

What if the seller claims they shipped it? +

If you didn't receive it, the burden is on the seller to prove delivery. Tracking showing "delivered" doesn't prove you received it. Photos of your porch, messages to the seller, or a postal service investigation can support your claim.

How long does an A-to-Z claim take? +

Usually 2-4 weeks. If the seller doesn't respond within 2-3 days and you have evidence, Amazon may grant it faster. If disputed, it can take up to 30-40 days for full resolution.

Can I use A-to-Z even if I didn't try to contact the seller first? +

Yes. You don't need to try contacting the seller first. A-to-Z is a direct dispute mechanism. However, quick seller communication sometimes resolves issues faster than formal claims.

What if A-to-Z denies my claim? +

If A-to-Z denies your claim, you still have consumer rights under UK law (Consumer Rights Act 2015). You can pursue the seller through small claims court or escalate to your card issuer for a chargeback or Section 75 claim.

Do I need to return the item if damaged? +

For damaged items, Amazon usually won't require return if it's not financially worthwhile. For "not received," you don't have to return anything. Check Amazon's instructions with the claim result.

Manage Your Amazon Claim

Use our Amazon Tools to draft messages to sellers, organize evidence, and escalate if needed.

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