Selling on Amazon gives you access to a massive customer base, but it also brings risks, especially if you're fulfilling orders yourself. When a buyer files a dispute, it doesn’t always come through your support inbox. Amazon might refund the buyer through the A-to-Z Guarantee, often before you even get a chance to explain.
Once that refund hits, it’s your revenue that takes the hit, not Amazon’s.
Why Buyers Dispute Third-Party Orders
Most buyers assume every order on Amazon is backed by the same return policy. They don’t always realize they're buying from independent sellers. That gap in understanding leads to disputes, especially when:
- The package never arrives or shows up late
- The item doesn’t match the description
- The return was sent back, but no refund was issued
- You missed a support message or didn’t reply fast enough
Even when the problem isn’t on your end, Amazon’s system may favor the buyer if you don’t respond quickly with clear evidence.
How the A-to-Z Guarantee Affects Sellers
The A-to-Z Guarantee protects buyers when Amazon isn’t the seller. Once a claim is filed, Amazon gives you three days to respond. If you miss that deadline or can’t provide what they need, the buyer gets a refund, and the amount is debited from your seller account.
You lose the sale, the inventory, and take a hit to your Order Defect Rate (ODR). Just a few claims within a short window can trigger account warnings or even suspensions.
Amazon reviews the following when deciding claims:
- Valid tracking showing on-time delivery
- Timely responses to buyer messages
- Proof the product was accurately described
- Confirmation that refunds were issued after returns
If one of these pieces is missing, the odds are not in your favor.
Common Traps That Lead to Lost Claims
Many sellers lose claims because of avoidable gaps. Some of the most common issues include:
- Using carriers that don’t provide valid tracking
- Delays in replying to buyer messages
- Forgetting to upload return tracking details
- Listings that lack detail or have outdated product info
Some buyers won’t wait for a response and go straight to filing a claim. That means less time for you to step in and fix it before Amazon gets involved.
What Happens When a Buyer Files a Chargeback Too?
If a buyer isn’t happy with the A-to-Z outcome or skips it entirely, they may file a chargeback with their bank. Amazon usually handles that process, especially if the order was fulfilled by Amazon. If you’re fulfilling your own orders, and Amazon loses the chargeback, the amount can still be deducted from your account.
In some cases, buyers are refunded twice—once through Amazon, and again through their bank. Amazon often reverses one of the refunds, but the delay can leave you short for days or weeks.
How to Protect Your Store
You can’t avoid every dispute, but you can reduce how many you lose.
- Always use tracked shipping and upload details right away
- Respond to buyer messages within 24 hours
- Keep listings up to date with clear and accurate descriptions
- Process refunds as soon as returns are received
- Save order records, shipping receipts, and customer communication
If you use Fulfilled by Amazon, you get more coverage, but you're still responsible for item descriptions and customer interaction. Ignoring messages or delays in resolving complaints will still count against you.
Conclusion
Selling through Amazon’s marketplace gives you reach, but it also means less control when disputes happen. A-to-Z claims and chargebacks don’t just affect one order. They can reduce your cash flow, damage your seller metrics, and put your account at risk. Staying ahead of claims means treating each order like it might be challenged. Respond fast, track everything, and don’t assume Amazon has your back by default.
FAQ: Dispute Amazon Charge From Third-Party Sellers
How long do I have to respond to an A-to-Z claim?
You have three calendar days to respond. If you miss it, Amazon may refund the buyer automatically.
Can I appeal if I lose a claim?
Yes, but reversals are rare. Amazon expects sellers to provide full evidence during the initial claim window.
Do A-to-Z claims affect my seller metrics?
They do. Approved claims count toward your Order Defect Rate. High ODR levels can lead to warnings or suspensions.
Can buyers file chargebacks after an A-to-Z claim?
Yes. If they go through their bank, Amazon handles the chargeback, but may still debit your account if the case is lost.
Are FBA sellers fully protected from A-to-Z claims?
Only for shipping-related issues. You’re still responsible for listing accuracy, product quality, and customer service.
Don’t Let One Claim Turn Into a Metric Killer
You can’t afford to miss a claim, especially during busy sales cycles. Chargeblast helps sellers stay ahead of disputes with real-time alerts and faster response tools. Spot buyer issues early, act before Amazon steps in, and protect your account from chargeback surprises. The longer you wait, the fewer options you have.
Ready to reduce your chargeback risk? Get started with Chargeblast by booking a demo below.
