Handle Chargebacks or A-to-Z Claims

Understand what chargebacks and A-to-Z Guarantee Claims are, and respond correctly to protect your account health, minimize financial losses, and maintain excellent customer service.

Prerequisites

• Access to Amazon Seller Central → Performance → A-to-Z Guarantee Claims.
• Access to Orders → Manage Orders (to verify shipment details).
• Familiarity with refunds, returns, and shipment tracking.
• Optional: a Claims Tracker Sheet for documentation.

Procedure

1. Understand the Difference
2. Check for New Claims
3. Review the Claim Details
4. Gather Supporting Evidence (for FBM)
5. Respond to the Claim
6. Wait for Amazon’s Decision

Members only

Get the full step-by-step procedure

• 6 numbered steps with exact Seller Central paths
• Fixes for the most common snags
• 2 copy-paste message templates
• When to escalate, and to whom
• How to confirm it worked
• Best practices to prevent repeats

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Related SOPs

• Reply to Buyer Messages
• Handle Late Shipments
• Process a Return Request
• Customer Satisfaction Feedback Loop SOP
• Weekly Amazon Health Check Routine