They received the item, but it was defective, damaged, had missing parts, or was materially different from the item depicted in your description.They received the item later than the maximum estimated delivery date provided by you.When can a customer file an Amazon Pay A-to-z Guarantee claim for an Amazon Pay transaction?Ĭustomers can file an Amazon Pay A-to-z Guarantee claim when one of the following conditions applies: The vast majority of customers will never need this program, but for those who do, the guarantee gives us a chance to provide confidence and trust when they shop from the universe of merchants who use our service. Good communication with customers promotes good feedback for merchants. We encourage you to answer all customer inquiries within 24 hours of receipt. The Amazon Pay A-to-z Guarantee provides customers with an opportunity to obtain a full reimbursement for their purchase or cancel their authorized payment if they are not satisfied with a purchase made on a third-party site using Amazon Pay. We extend this valuable customer trust to merchants like you who are using Amazon Pay services through the Amazon Pay A-to-z Guarantee program.

Over the years, Amazon has built a base of millions of satisfied customers by being responsive to their concerns and acting quickly to resolve these concerns. For details about A-to-z Guarantee protection for purchases made on the website, see Represent your side in an A-to-z Guarantee claim. The following policy applies to the purchases made on third-party sites using Amazon Pay. Customer Agreement and Policies Amazon Pay A-to-z Guarantee for Merchants

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