Amazon A-to-z guide · checked 14 October 2026
How to answer an Amazon A-to-z "not as described or return issue" case
The buyer filed an A-to-z claim saying the item was damaged, wrong or not as described, or that their return wasn't refunded. This isn't a bank chargeback: Amazon A-to-z decides it, using its own rules. To win, show that the item matched the listing, or that you handled the return correctly.
Your deadline
Respond to Amazon within about 72 hours of the claim notice, or the claim is granted to the buyer. If Amazon decides against you, you get one appeal, usually within 30 days of the decision.
Evidence that wins it
- Product detail page and condition notes as sold (key)
- Photos of the item or packing before shipment
- Return record: return authorised, item received back (or never returned), refund issued (key)
- Buyer-Seller Messages offering a return or replacement (key)
- Proof of delivery
If the buyer returned a different or used item, include photos of what came back next to your listing photos. Return-related claims are often won on the return record alone.
What your reply should say
The item matched the detail page and condition stated. We offered the buyer a return, and our return record shows how it was handled. Then list each piece of proof as a numbered exhibit, so whoever reviews the case can match your words to your files.
Where to send it
Seller Central → Performance → A-to-z Guarantee claims → the claim → Respond to Amazon. Paste the letter and add tracking. Appeal from the same page if needed.
Build my Amazon A-to-z case reply
Other marketplace cases: PayPal: Item Not Received · PayPal: Significantly Not as Described · eBay: Item Not Received · eBay: Doesn't Match Listing · Etsy: Order Not Received · Etsy: Not as Described · Amazon A-to-z: Not Received · All marketplace disputes
Platform rules change. Check the deadline shown on your own case before you rely on these dates.