Amazon has built a base of millions of satisfied customers by being responsive to their concerns and acting quickly to resolve problems. We extend this valuable customer trust to sellers through the A-to-z Guarantee program.

The A-to-z Guarantee Program is for situations where a customer never received a product or received a product that is materially different from what was ordered or expected. We ask customers to first contact the seller when they have a problem. If the seller fails to resolve the problem, the customer can file an A-to-z claim. When Amazon receives the claim, we send the seller an automated email detailing the claim and requesting basic information from the seller about the order and the fulfillment process. Amazon will then determine how the claim will be settled, which may include reimbursement of the order to the customer, at the seller's expense.