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AMAZON A-TO-Z GUARANTEE LOST & STOLEN PACKAGE FACT SHEET



Having your Amazon package lost or stolen is always a nightmare. Unfortunately,
package theft is on the rise as more and more shopping is done online. Amazon
and other retailers are constantly working to make it ridiculously convenient to
do our shopping online, but more online shopping means more opportunity for our
purchases to get lost. As a customer-first business, Amazon goes to great
lengths to keep us online shoppers happy and shopping. One of the ways Amazon
does this is with their A-to-Z Guarantee. In short, this guarantee covers up to
$2,500 of the purchase price on eligible purchases (goods purchased on
Amazon.com from an Amazon seller). This guarantee covers many conditions and can
be used for both goods and services. While this guarantee isn’t explicitly for
lost or stolen packages, it is an avenue that buyers have if they don’t receive
their item. There are some types of purchases that this guarantee doesn’t
cover. Here are some details about restrictions.


A-TO-Z BUYERS SIDE: MY PACKAGE WAS LOST OR STOLEN

The Amazon A-to-Z Guarantee is an amazing deal for you as a buyer. It’s here to
protect you from 3rd party sellers on Amazon who make late deliveries,
overcharge you, ship defective merchandise, refuse refunds, or misrepresent the
product in their listings. The process is completed on Amazon’s website.

 1. Your first step is always to contact the seller.
    * You can only file a claim once you’ve contacted the seller.
    * You can contact the seller through your Amazon Payments account.
    * On the “Transaction Details” link you will see an option to “Contact
      Seller.”
    * You must give the seller one calendar day to respond.
 2. If the seller fails to respond or is unwilling to work with you, you can
    submit a claim.
    * A claim can be submitted between 15 and 90 days from the order date to
      submit a claim.
    * If the item arrives broken, defective, or misrepresented, you’ll need to
      file a claim within 14 days of when you get it.
    * To file a claim, go to your Orders List and select “View/File Claim” on
      the order.
    * Follow the on-screen instructions, which will require you to select a
      reason for the claim.
    * Reasons for claims can include:
      * Returned order that was not refunded.
      * Item was not received or was late (this is particularly relevant for
        package loss and theft).
      * The order was damaged, defective, or incorrect.
      * The seller charged more than expected.
    * You will be required to provide explanations and documentation for your
      reasons.
 3. Once you’ve submitted a claim, you can view it on your Amazon
    Payments account.
 4. If the seller resolved the matter before the claim decision is finalized,
    you could withdraw the claim by responding to Amazon’s confirmation email.
 5. Amazon will make a decision. If the claim is approved, you will be refunded.
 6. According to Amazon, your claim might be denied if:
    * The item received was the same as described by the third-party seller.
    * The item was received and the third-party seller provided verification of
      delivery.
    * You failed to respond to a request for further information.
    * The claim was filed due to buyer remorse rather than an actual issue with
      the item.
    * You filed a chargeback with your payment processor or bank.
    * You were unwilling to return the item to the third-party seller.
 7. If your claim is denied, you can appeal the claim.


A-TO-Z SELLERS SIDE: MY DELIVERY IS MISSING

You might think of Amazon A-to-Z as a guarantee to the buyer, and if you
communicate well with them, then this claim process isn’t required. Responding
promptly to buyer communication and Amazon is crucial here. If you do find
yourself facing an A-to-Z claim, here’s some important things to keep in mind.

 1. The buyer expresses concern about their package.
    * Amazon encourages them to contact you first.
    * You reply promptly to the buyer, and you sort out an appropriate
      reimbursement or replacement plan. The process is done.
    * You don’t respond to the buyer promptly, or the buyer is unsatisfied and
      decides to file an A-to-Z Guarantee claim with Amazon. Continue to the
      next step.
 2. The buyer files an A-to-Z claim with Amazon.
    * The claim must be filed within 15 and 90 calendar days after the order
      date.
    * When the claim is filed but before Amazon grants it, you can resolve the
      issue by immediately refunding the buyer’s money.
    * If you wish to continue through the claim process, you may submit your
      side of the claim. You MUST (seriously, can’t stress this enough) respond
      in some way before 7 days.
    * Failure to respond before 7 days will result in Amazon automatically
      granting the claim and debiting your account.
    * You submit your side of the claim and Amazon will evaluate the claim.
 3. Amazon makes a decision on your buyer’s claim.
    * If Amazon rejects the claim, the process is over unless the buyer appeals.
    * If Amazon approves the claim, you will have the opportunity to appeal.
    * If Amazon ultimately approves the claim, your account will be debited for
      up to $2,500 of the value of the buyer’s purchase and shipping.


A-TO-Z ON THE AMAZON PRIME SELLER’S SIDE

Not much to say here. If a buyer made the purchase through Amazon Prime, Amazon
will be responsible for any A-to-Z claims, and will pay up to $2,500 of the
purchase price and shipping.


SUMMARY

The long and short of it, Amazon A-to-Z claims are a way to protect buyers. As a
seller, these claims can be avoided by responding promptly and effectively to
buyer communication. They cannot file a claim without first contacting you, so
avoiding that could make things easier. As a buyer, you are protected from third
party sellers, but try to work with the seller first. If the seller is unwilling
to help, Amazon will get involved with this guarantee. In cases of package
theft, however, Amazon A-to-Z Guarantee may not cover you if it can be proven
that the package was delivered by the carrier. Then, you’ll be needing to
consider options through insurance.


HOW TO STOP PACKAGE THEFT

Package Theft Solution


PACKAGE GUARD IN THE NEWS

“A Frisbee sized disc that might look low-tech, but it’s actually a connected
package portal that sends an alert to your phone whenever a delivery arrives at
your door.” Jennifer Jolly, USA Today on October 9, 2016


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