A2Z

The A-to-Z Guarantee (A2Z) is Amazon’s customer protection policy that ensures buyers feel confident purchasing from third-party sellers. It covers situations where the customer:

• Doesn’t receive the item
• Receives a damaged or defective item
• Gets the wrong product
• Has trouble getting a refund from the seller
• Experiences delayed delivery without proper resolution

If the seller fails to resolve the issue, the buyer can file an A-to-Z Guarantee Claim, and Amazon may step in to refund the customer directly — often at the seller’s expense.

For FBM sellers, this is critical: too many A-to-Z claims can negatively impact your Order Defect Rate (ODR) and put your account at risk of suspension.

Key facts:

• Buyers can file a claim within 90 days of the estimated delivery date
• Sellers have 48 hours to respond to the claim before Amazon makes a decision
• Amazon reviews all documentation (messages, tracking, photos, etc.) before ruling

A2Z is one of the pillars of Amazon's “customer obsession” philosophy and helps maintain high trust in the marketplace — but for sellers, it’s essential to manage claims fast and carefully.