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Reduce claims and chargebacks

If claims and chargebacks are affecting your seller performance (and your Order Defect Rate), here are some suggestions to help you avoid them:

  • Answer all email messages from buyers within 24 hours.
  • Refund orders proactively. Promptly respond to return requests, and refund buyers when appropriate.
  • List your products with accurate descriptions and images. All offers must be matched against the correct ASIN and must be classified in accordance with our condition guidelines.
  • Monitor your listings to ensure that they remain accurate.
  • Never use condition notes as a method to describe omissions or differences from the product listed on the detail page (such as, "Like new but missing lens cap"). All listings must match the product detail page exactly.
  • Ship only to the address provided to you by Amazon.
  • Use high-quality product images.
  • Ship with care. Use careful packaging, traceable shipping methods, and signature-required methods for high-cost items.
  • Update your inventory regularly to avoid running out of stock.
  • Cancel orders promptly if you receive an order for a product you cannot ship.
  • Monitor the progress of your orders while they are in transit.
  • Notify buyers immediately of any delay.
  • Be proactive in resolving any delivery problems related to the delivery method you use.
  • Never solicit or accept payments outside of Amazon Marketplace.

Your seller performance can be negatively affected by A-to-z Guarantee claims, chargebacks, and negative feedback, which are components of your Order Defect Rate. Make sure you respond to notifications from Amazon about claims and chargebacks within three calendar days of the email notification date. If you don't respond within that time frame, you may automatically be found at fault. If we write to you a second time, asking for additional information, make sure you reply within the given time frame.

Learn more

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