Amazon A-to-z Guarantee: how to get a refund when a third-party seller won't (and what to do if Amazon denies it)
Most Amazon problems are solved in two clicks, but third-party seller orders that never arrive, arrive wrong, or where the seller ignores you need the A-to-z Guarantee. Eligibility, the 48-hour rule, the 90-day deadline, how to word the claim, appeals, and the chargeback backup that Amazon can't block.
- Sold and shipped by Amazon: go to Your Orders → Problem with order → refund is usually approved automatically. No A-to-z needed.
- Third-party seller (shipped by the seller): first contact the seller through Your Orders and wait 48 hours. Then file an A-to-z Guarantee claim within 90 days of the latest estimated delivery date.
- Covered: item not received, damaged/defective/materially different, seller refused a return the policy allows, you returned it and weren't refunded, seller charged more than agreed. Also personal injury or property damage from a defective product (up to $1,000, sometimes more).
- Amazon usually decides in 1–2 weeks; approved refunds go to your original payment method.
- Denied? Appeal within 30 days with new evidence, then chargeback with your card; Amazon can't stop you from disputing.
Before you file: the 48-hour step
- Your Orders → the order → Problem with order (or "Get help with order") → pick the issue → Contact seller. Write a short, factual message: "Order [number] hasn't arrived / arrived damaged (photos attached). Please refund or replace within 48 hours."
- Amazon requires this contact and waits 48 hours before you can claim. Start the clock now.
- For returns: request the return through Amazon's return center so it's on record. If the seller refuses a return within their policy window, that's a claim.
Filing the A-to-z claim
- After 48 hours with no solution: Your Orders → the order → Problem with order → Request refund / "File/View claim". If the button isn't there, go to Amazon's A-to-z Guarantee page (in Help → Returns & refunds) and search the order.
- Choose the reason: item not received; item damaged, defective, or different; return refused; refund not received after return.
- Describe it in 3–5 lines with dates: order date, promised delivery date, what happened, what the seller said, and what you want (full refund including shipping). Attach photos for damaged/wrong items and any return tracking.
- Submit. You'll get email updates; answer any request for information within the deadline stated (often 3 days), or the claim closes.
Eligibility notes: claims must be filed within 90 days of the maximum estimated delivery date; the order must be a physical product bought on Amazon; digital items, services, and some high-value categories have separate processes. Amazon may ask you to return the item first for damaged/different claims; use the prepaid label.
If the claim is denied
- Appeal within 30 days: reply to the decision email or use the "Appeal decision" link with new information: the delivery scan shows a different address, a police report for a stolen package, proof you returned the item, photos you didn't include before.
- Chargeback: dispute the charge with your credit card issuer as goods not received / not as described, attaching the order, the seller messages, and Amazon's denial. Card networks give you 120 days from expected delivery. Amazon can't prevent this, although frequent chargebacks can flag an account; use it for real cases.
- Debit card: Regulation E dispute, 60 days from the statement.
- State AG / FTC: for sellers that are clearly deceptive, report; the FTC also fields complaints about Amazon's handling.
Amazon-fulfilled orders: the quick paths
- Not delivered / marked delivered: wait 48 hours after the scan, then Problem with order → "Package didn't arrive" → refund or replacement is usually instant. For repeat "delivered but missing," Amazon may ask for a police report.
- Damaged, wrong item, defective: request a return; label is prepaid; refund is issued when the carrier scans the return (or immediately for low-value items, which Amazon may let you keep).
- Returned but not refunded: 30 days after the return scan, chat with support and provide the return tracking; refunds are generally issued on the spot.
FAQ
Does A-to-z cover shipping costs?
Yes, the refund is the full amount paid including shipping for eligible claims.
The seller says I must file a carrier claim
No. The seller (or Amazon) handles carrier claims. Your claim is against the seller; file the A-to-z.
Can I file for a product that broke after 3 months?
A-to-z covers the first 90 days after delivery. After that: the manufacturer's warranty and Magnuson-Moss warranty rights, or credit card extended warranty benefits.
The claim page says "not eligible"
Usually because 48 hours haven't passed since contacting the seller, or the 90-day window closed. If the window closed, use the chargeback.