Hi everybody, it had been a very long time since I had been on the forums. Had some personal issues, but I’m really happy to see all the people that participate here and how the forum has grown
I don’t know if this is something that has been discussed or not. But I see that the steps for an AZ claim have changed. I wanted to share my current template:
"Hello,
We understand the frustration of a package appearing as delivered but not being there. This shipment is covered by the Amazon AZ guarantee program, please follow these steps:
On your laptop or desktop enter your Amazon account and:
- click on “your account”
- click on “your orders”
- click on “track package”
- click on “need help with this package” (you may need to scroll sideways to find this option)
- click “says delivered, but it’s not here”
- click “the package didn’t arrive”"
On a different note, hope everybody is doing great and gearing for a great Christmas!
Regards
TallyTony
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He’s back! He’s back!
I’ve never filed a claim as a customer.
As a seller, I know that many buyers are either unable to follow directions, or don’t see what Amazon’s official instructions say they should see. As a result, I don’t bother telling buyers how to file a claim, only that they should. It’s worked out for me so far.
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Welcome back … good to hear from you.
Amazon has changed the A2Z so much that many customers have resorted to calling Amazon buyer support. This ends up with a variety of results depending upon the Amazon buyer support person’s knowledge or lack of knowledge on how to handle.
There is a 48 hour clause that the buyer has to wait 48 hours after contacting the seller before filing the A2Z claim. Amazon expects the customer to follow some of the guidelines that have been suggested in the past such as check in your bushes, check with your next door neighbor, and/or simply wait one more day as it might received an early delivery scan and will be delivered tomorrow. Again … Amazon buyer support is all over the place when it comes to following what Amazon has set up.
Again … welcome back!
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Thanks @HobbesIsMyTiger and @Lost_My_Marbles good seeing you guys
I just had a very persistent buyer with an AZ claim, telling me that they couldn’t open it. I checked the steps, and when I saw how much they had changed I felt that I needed to correct my template (for whatever good it does)
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Pretty sure there was a discussion on here and a new “template” reply than included the instructions on waiting 48 hours before attempting and/or being able to try filing the A2Z. Amazon had the work flow set that the customer had to contact the seller first before the link to the A2Z process became available. Most of the sellers took it as Amazon trying to close some of the loop holes and was also pushing the customer to push the seller to do a refund when the seller was clearly covered by the A2Z claim process.
If we get some time later or tomorrow we will try to find that discussion ( or maybe we can invoke @Dogtamer 's knowledgeable archieves?)
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I, too, am very glad to see ya - not least because I’m running low on that perfectly-pleasing complement to a mess of Rutabagas & Spam®, your Famous Boiled Peanuts 
- Welcome Back!
Over the years, as Amazon has changed this or that Buyer Returns Center functionality, we’ve also had to edit our templates; last time I checked, in Q3 of `25, we were up to 11 revisions since Q1 of 2015; engaging that process from the Buyer side is p/o our quarterly checklist in an attempt to keep up with such changes.
Here’s wishing you and yours a Happy & profitable Holiday season, a very Merry Christmas, and a wonderful New Year!
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I recall a few SAS threads about this, but I’m not sure I recall one that included a re-worked template.
The one that springs quickest to mind is the latest one on this subject that I’m aware of, our friend @primetime’s 102125 thread here:
https://test.sellersasksellers.com/t/inr-shows-delivered-usps-where-is-the-file-an-a-z-claim-link/6614
Here is the Customer Facing A-to-Z Guarantee link to give the customer or quote from this in a template.
A-to-z Guarantee
The A-to-z Guarantee protects you when you buy items sold and fulfilled by a third-party seller who provides their own customer service directly to you. It covers both the timely delivery and condition of your items. You can make a claim directly to Amazon, and our team will check if you’re eligible for a refund.
Contents
Check your Eligibility to Request an A-to-z Guarantee Refund
If the following conditions apply, you can request a refund under the A-to-z Guarantee:
- You ordered from a Marketplace Seller
- AND the last possible delivery date of your order is 90 days or less
- AND at least one of the conditions listed on the next section applies.
A-to-z Guarantee Eligibility for Delivery and Item Condition Issues
- You haven’t received your package.
* Three days have passed since the latest estimated delivery date
* OR the tracking shows a delivery confirmation (whichever is sooner)
* AND you have contacted the Seller more than 48 hours ago but they did not respond or resolve the issue.
- The item you received is damaged, defective, or not as described.
- AND you have requested a return more than 48 hours ago and the seller hasn’t authorized your return request.
- You wanted to return an item bought from an international seller but the seller didn’t provide one of the following:
- A return address within the United States
- A prepaid return label
- A full refund of the item without return
Note: For authorized returns with an international return address, allow the seller two days before requesting an A-to-z Guarantee.
- You wanted to return an item but the return request was closed / not authorized by the seller.
- OR the return was authorized but a prepaid return label with invalid tracking ID was provided.
- You returned an item in line with Our Return Policies, but you haven’t received the expected refund.
- Seven days have passed since the return was delivered to the seller.
- The return with label provided by seller was lost, is undeliverable, or is being returned to you.
- You were charged extra (for example, by Customs authorities for a shipment sent internationally) and the seller didn’t cover those costs.
A-to-z Guarantee Refund Amounts for Delivery and Item Condition Issues
The refund amount you’re entitled to receive from a seller is listed in the following table if you:
- Request a return within 30 days of the delivery date of the item.
- Request a return before the end of the extended return period for orders placed during the Christmas period.
- Return the item within 14 days after you’ve initiated the return through the Online Returns center.
| Reason for return |
Product cost |
Original shipping cost |
Return shipping cost |
| Item is damaged, defective, or materially different from what you ordered |
Yes |
Yes |
Yes |
| Any other reason (restocking fees may be deducted from the total refund) |
Yes |
Yes |
No |
| Any other reason (if Clothing, Shoes, Jewelry, and Watches) |
Yes |
Yes |
Yes (if in line with return policies on Free Returns on Fashion Items) |
Note:
- If you request a refund or chargeback from your payment provider, you’re not eligible for a refund through A-to-z Guarantee.
- The A-to-z Guarantee doesn’t cover digital items, services, stored value instruments, Spot Buys or automobiles.
- The A-to-z Guarantee only applies when you buy items sold and fulfilled by a third-party seller. For items sold by Amazon Global Store and for Marketplace items delivered using Prime, contact us. For items bought on third-party sites using Amazon Pay, go to Amazon Pay help.
- For claims covering property damage or personal injury, go to A-to-z Guarantee claims for Property Damage and Personal Injury.
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@VTR, @Dogtamer really happy to see you guys, hope you’re all doing very well, hopefully not as unexpectedly cold as we are here in North Canada Florida
Edit, Dogtamer, I have learned a couple of useful tips during the last few months, I’ve gotten particularly good at learning how to request Amazon to enforce state restrictions. I don’t know if this has been shared in detail, and I’ll gladly do a small thread explaining how to, but I’ll abuse your indexing capabilities, and if it has been done, I won’t repeat what has already been said.
On a less fun note, yet equally important, I have also learned how to fix “losing” your brand on Amazon because it lapsed on the USPTO, and Amazon disconnects you from your brand. I imagine that this doesn’t happen often, but it’s knowledge so it’s worth having. The short solution is to fire the attorneys that allowed the lapse, but the Amazon part is a bit more complicated.
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Welcome back!! 
You were the one who got me to SAS, I am grateful every day.
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Does this mean that I can now get some Tally Tony’s famous boiled peanuts again? Welcome back Tony!
-Ana
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