E-Land Technology Driven E-commerce was informed that March 11 news, Amazon today issued a policy reminder to help sellers prevent unnecessary A-to-Z claims.
Amazon said that if customers are not satisfied with the order, they can contact the seller to explain their concerns. Prior to filing an A-to-Z claim, Amazon required customers to resolve using its standard channels. If the customer has already received the product, they need to submit a return application first; if the customer has not received the product, they need to contact the seller through the buyer and seller messages.
When the customer contacts the seller through various channels, the seller needs to reply to their request within 48 hours. If the customer files a claim after contacting, in addition to customer feedback, Amazon will review the information previously provided to the customer to resolve the claim. Sellers do not need to submit information directly to Amazon.
However, if a seller wants to provide Amazon with additional information to resolve an A-to-Z claim that they are unwilling to share with customers, they can add this information to the “under review” by clicking “Respond to Amazon” on the “Admin” page Status claim.
It is understood that in November last year, Amazon announced an update to its A-to-Z claims policy, requiring sellers to respond to buyer returns requests within 48 hours. In December, the platform updated the policy again. After the customer files a claim, the seller no longer needs to respond to Amazon. The platform will review and make a decision based on the information provided by the buyer and the seller.
The original text of the announcement is as follows: