Amazon's A-to-Z Guarantee is designed to protect buyers, but it's increasingly being weaponized by bad actors to scam sellers. Whether it's buyers claiming non-delivery of delivered packages, filing claims for items they've used and returned, or simply trying to get free products, these malicious claims can devastate your account health and drain your profits.
Understanding A-to-Z Guarantee Claims
The A-to-Z Guarantee allows buyers to file claims when they believe the seller didn't fulfill their obligations. Valid reasons include:
- Item not received within estimated delivery window
- Item significantly different from listing description
- Item arrived damaged or defective
- Seller refused to accept a valid return request
The Impact on Your Account
A-to-Z claims directly affect your Order Defect Rate (ODR), one of the most critical metrics for your Amazon account health:
- 1% threshold: Amazon requires ODR below 1%
- Account risk: Exceeding 1% can lead to suspension
- Buy Box impact: High ODR reduces Buy Box eligibility
- Category restrictions: May lose ability to sell in certain categories
Common Types of Malicious Claims
1. "Item Not Received" Fraud
The buyer claims they never received the item despite tracking showing delivery. This is especially common with high-value items.
2. "Significantly Different" Scams
Buyers receive the exact item ordered but claim it's not what they expected, often after using it or extracting valuable components.
3. Return Switch Fraud
The buyer orders a new item, returns their old or damaged version, and files an A-to-Z claim when you dispute the return.
4. Competitor Attacks
Competitors or bad actors systematically order and file claims to damage your account metrics.
How to Defend Against A-to-Z Claims
Prevention Strategies
- ✓ Always use tracking with signature confirmation for high-value items
- ✓ Document everything—photos of items before shipping, packaging process
- ✓ Respond to all buyer messages within 24 hours
- ✓ Create accurate, detailed listing descriptions
- ✓ Ship within your stated handling time
- ✓ Use Amazon Buy Shipping for added protection
Responding to Claims
When a claim is filed, you have 3 calendar days to respond. Here's your action plan:
1. Act Immediately
Don't wait until the deadline. Gather evidence and respond as quickly as possible.
2. Provide Evidence
Tracking information, delivery confirmation, photos, communication history—include everything relevant.
3. Be Professional
Stick to facts. Don't accuse the buyer of fraud, even if you believe they're lying.
4. Request Investigation
Ask Amazon to review the buyer's history and pattern of claims.
Appealing Unfavorable Decisions
If Amazon rules against you, you have options:
- Appeal through Seller Central: Use the appeal option in your A-to-Z claims dashboard
- Escalate to Account Health team: Request a manual review of the decision
- Email executive customer relations: For persistent issues affecting your account
Building a Strong Appeal
Your appeal should include:
- • Order ID and claim reference number
- • Clear timeline of events
- • All tracking information and delivery confirmation
- • Screenshots of buyer communications
- • Photos of the item and packaging (if available)
- • Explanation of why the claim is invalid
- • Request for specific action (refund reversal, ODR removal)
Reporting Buyer Abuse
Amazon has programs to identify and ban abusive buyers. Help them by:
- • Using the "Report abuse" feature in Seller Central
- • Documenting patterns across multiple orders from the same buyer
- • Providing evidence of fraudulent behavior
- • Requesting removal of feedback associated with fraudulent claims
Warning Signs of Serial Abusers
- ⚠️ Buyer has history of claims with other sellers
- ⚠️ Excessive return rate on their account
- ⚠️ Claims filed immediately after delivery window
- ⚠️ Refusal to communicate before filing claim
- ⚠️ Multiple accounts linked to same address
Legal Options for Serious Cases
In cases of significant fraud or coordinated attacks, legal action may be warranted:
- • Small claims court for individual fraudulent orders
- • Cease and desist letters to repeat offenders
- • Police reports for theft-related fraud
- • Civil litigation for organized fraud rings
Fighting Unfair A-to-Z Claims?
Don't let fraudulent buyers destroy your account. Our team specializes in defending Amazon sellers against malicious claims and restoring account health.
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