What Happens When You File a Claim on Amazon?

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Filing a claim on Amazon, whether you’re a buyer or a seller, can seem like a daunting process. But it doesn’t have to be. In this comprehensive guide, we will walk you through everything you need to know about the process, from the initial filing to the final resolution.


When you file a claim on Amazon, you initiate a process under the A-to-z Guarantee to resolve issues like not receiving an item, receiving a damaged or defective item, or being overcharged. You’ll need to provide details about the issue and possibly evidence. Amazon will review your claim, which can take up to a week, and then determine a resolution. The outcome can be a settlement, dismissal, or appeal. Throughout the process, Amazon will communicate with you primarily via email.

The Initial Filing Process

When you file a claim on Amazon, you’re typically doing so under the A-to-z Guarantee. This guarantee serves as a protection for customers who buy items sold and fulfilled by third-party sellers. The guarantee covers the timely delivery and the condition of your items.

To file a claim, follow these steps:

  1. Go to Your Orders.
  2. Locate the order you have an issue with.
  3. Select “Problem with Order.”
  4. Choose the problem you’re experiencing from the list.
  5. Select “Request Refund.”
  6. Enter your comments in the text box.
  7. Click “Submit.”

After submitting your claim, you can check its status by going to Your Orders, locating the order, and selecting “Problem with Order.” The current status of the claim will be displayed under the “Refund Request Status” section.

Reasons for Filing a Claim

There are several reasons why you might need to file a claim on Amazon. These could range from not receiving an item you’ve ordered, receiving a defective or damaged item, being charged an amount greater than the one you authorized for purchase, or not receiving a refund or replacement after returning an item.

Documentation and Evidence

When filing a claim, you may need to provide certain documentation or evidence. This could include things like photographs of the damaged item, screenshots of the order or payment details, or any communication you’ve had with the seller regarding the issue.

Claim Processing and Resolution

Once your claim is filed, Amazon will review it. This process can take up to one week. If your claim is approved, the refund timeline depends on the refund method. For example, refunds to credit cards take three to five business days, while Amazon.com Gift Card refunds take two to three hours.

Communication with Amazon

Throughout the claims process, Amazon will communicate with you primarily through email. If you are a seller and a claim is filed against you, Amazon will send you an email with the claim details and request a response.

Possible Outcomes of a Claim

There are several possible outcomes of a claim. These include settlement, dismissal, or appeal. If a claim is decided against you, you have up to 30 calendar days to appeal the decision.

Preventing Fraudulent Claims

Amazon has several measures in place to prevent fraudulent claims. These include the Amazon Fraud Detector, AWS Fraud Detection machine learning solutions, and Amazon Pay. These tools use machine learning to identify potentially fraudulent activities and catch more online fraud faster.


Filing a claim on Amazon can seem complex at first glance, but by understanding the process and what to expect, you can navigate it with confidence. Whether you’re a buyer looking to get a refund for a damaged item or a seller dealing with a claim filed against you, this guide should provide you with all the information you need to handle the situation effectively.

Frequently Asked Questions

Can I file a claim for an item that was sold by Amazon itself?

Yes, you can file a claim for an item sold by Amazon itself. The process is the same as described above.

Is there a time limit to file a claim on Amazon?

Yes, there is a time limit. You have 90 days from the maximum estimated delivery date to file a claim under the A-to-z Guarantee.

Can I file a claim if I returned an item but the seller has not issued a refund?

Yes, if you returned an item and the seller has not issued a refund, you can file a claim. However, you should first try to resolve the issue with the seller directly.

What happens if my claim is denied?

If your claim is denied, you have the right to appeal the decision. You have up to 30 calendar days from the date of the decision to file an appeal.

Can I file multiple claims for the same order?

No, you can only file one claim per order. However, you can include multiple items from the same order in a single claim if necessary.

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