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A-to-z Guarantee Claims and Chargebacks

Amazon has built up a base of millions of satisfied customers over the years through an intense focus on being responsive to their concerns and acting quickly to resolve any outstanding problems. Amazon.ca has been able to extend this valuable trust with our customers to other sellers in our marketplace through the A-to-z Guarantee Program.

The vast majority of customers never need to use this reimbursement program, but for those who do, the guarantee claim helps gives customers a greater sense of trust and confidence in shopping from the broad range of sellers at Amazon.ca.

Please note: As a seller on Amazon, you are responsible for managing the returns process for materially different, defective, or damaged items, including providing buyers with a way to make the return and processing the refund for the return. Failure to manage the return may result in a debit to your Marketplace Payments account if Amazon refunds the buyer pursuant to an A-to-z Guarantee claim, even if the item is not returned to you. You may also be held responsible if no response is received from you on an A-to-z Guarantee claim, or for declining to handle a return request that falls within required return policies.

Click the links on this page to read more about how to protect yourself against guarantee claims, and how to resolve claims when they are submitted.

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Please use the e-mail address associated with your Amazon.ca Seller account.
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