Amazon A-to-z guide · checked 14 October 2026

How to answer an Amazon A-to-z "not received" case

The buyer filed an A-to-z Guarantee claim saying the order never arrived. This isn't a bank chargeback: Amazon A-to-z decides it, using its own rules. To win, show that the order shipped on time with valid tracking that shows delivery.

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

• Valid tracking uploaded to the order, showing Delivered (key)
• Shipped by the ship-by date shown in Seller Central (key)
• Label bought through Amazon Buy Shipping (Amazon can protect you on these claims)
• Signature confirmation for high-value orders
• Buyer-Seller Messages, including your reply to the buyer

If you used Amazon Buy Shipping and shipped on time, say so first: Amazon often covers those 'not received' claims itself so they don't count against you.

What your reply should say

The order shipped by the ship-by date with valid tracking uploaded to the order, and the carrier confirms delivery to the buyer's address. 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 as Described or Return Issue · All marketplace disputes

Platform rules change. Check the deadline shown on your own case before you rely on these dates.