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- [Narrator] In this video,
we'll cover how to view
and manage your A-to-z Guarantee claims
in Seller Central for Amazon Pay.
At the end of this video,
you'll know where to find your claims,
how to view them and sort the list,
and what actions you can take.
In your Seller Central account,
please make sure that
Amazon Pay Production View
is selected in the marketplace switcher.
To navigate to the A-to-z
Guarantee Claims page,
you can click on Manage
your A-to-z Guarantee claims
from the homepage if you have
claims that require attention,
or go to performance,
and choose A-to-z Guarantee
claims from the dropdown.
A page opens that will show
all A-to-z Guarantee claims
filed against you, organized
by the status of the claim
and defaults on those
that require your action.
You can enter the Amazon Pay
order ID in the search box
to search for a specific
transaction or select Under Review
for claims that are
currently being investigated.
Click the Option to Appeal tab
to see claims that have been resolved
but can still be appealed.
Or to see every A-to-z
claim you've ever received,
click the All tab.
Next, let's look at the information
you'll find in each claim.
Starting on the left side of the page,
this section provides important
details about the claim,
including the claim
status, order reference ID
and seller order ID, claim
amount and claim date.
Take note if any claims show
an Action Required status.
If the status is Action Required,
you will also see a
Respond by date and time.
If you do not address the
claim by that date and time,
the claim will be automatically decided
in the buyer's favor.
If you've already provided information,
the claim status will be Under Review
with an indication below the
status if additional action
is required from you.
If the claim has been resolved,
the status will be granted
with an indication of
whether it was seller-funded
or Amazon-funded.
The claim will move to a closed date
if it has been refunded,
withdrawn, denied,
or if a chargeback claim
has also been filed
against the same order.
In the center of the page,
you'll find details on why
the claim was submitted.
For additional details about the order,
click Show claim details.
The row will expand to show order details,
transaction details and
representation details.
Finally, on the right side of the page,
you'll see buttons
representing the actions
you can take for each claim.
More information about these buttons
and what they do will be covered
in your Represent your case
for an A-to-z Guarantee claim video.
Thanks for watching.
For more information
about Amazon Pay A-to-z Guarantee claims,
use the Help section in Seller Central.
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