Catch orders at risk of an A-to-z claim before they become one
SellerPilot flags orders at risk of an A-to-z Guarantee claim, such as merchant orders past their ship-by date, returns with no refund and low feedback, each with the Amazon message that fits, and lists every A-to-z claim, chargeback and SAFE-T reimbursement per order with what Amazon charged or paid, next to your Order Defect Rate.
Orders at risk of an A-to-z claim with the Amazon message that fits, and every claim and chargeback per order.
- Orders at risk flagged every morning
- The Amazon message that fits each case
- Claims, chargebacks and SAFE-T reimbursements per order
- Messages only through Amazon, never email
Demo store with sample data.
How it works
Orders are checked every morning
Merchant orders past their ship-by date or due within 12 hours, merchant returns with no refund on record, and 1-2 star feedback on merchant orders are flagged as at risk.
The right message is ready
Each at-risk order comes with the Amazon message type that fits, sent through Amazon's Buyer-Seller Messaging.
Claims are counted
Every A-to-z claim and chargeback Amazon charged appears per order from Amazon's finance data, with SAFE-T reimbursements next to them.
Your ODR is watched
Order Defect Rate is shown against Amazon's 1% target.
You answer claims in Seller Central
Amazon's API does not show open A-to-z claims, so you respond in Seller Central; SellerPilot shows what led to them and what they cost.
Four orders at risk
This morning SellerPilot lists 4 merchant orders at risk: one past its ship-by date yesterday, one due to ship within 12 hours, one return with no refund 9 days later, and one with 2-star feedback.
For the late order it suggests Amazon's Unexpected problem message to tell the buyer, with a reminder to ship with tracking today. For the return it reminds the seller to refund. For the feedback it suggests offering a solution through Amazon.
None of them becomes a claim. The claims and chargebacks screen confirms it at month end: nothing charged, ODR under 1%.
Illustrative numbers, not a customer result.
How A-to-z claims happen
Amazon's A-to-z Guarantee lets a buyer ask Amazon to step in when an order does not arrive, arrives late, is not as described, or a return refund is not paid. Most claims start with something the seller could have seen coming: an order shipped late, tracking that never updated, a buyer message that got no answer, a return that sat unrefunded.
Every claim counts toward the Order Defect Rate, whatever the outcome, and the money for a granted claim is taken from the seller. Prevention is cheaper than winning: a timely message about a late order, a refund on time, or shipping before the ship-by date stops most claims.
SAFE-T claims
When a buyer returns an item damaged, or a refund was issued for an item that never came back, a merchant-fulfilled seller can file a SAFE-T claim to ask Amazon for reimbursement. SellerPilot lists SAFE-T reimbursements per order next to the claims and chargebacks, so you see the net cost.
What it does not do
Stated plainly, so you know before you start.
- Amazon's API does not show open A-to-z claims or buyer messages: respond to those in Seller Central
- It does not write claim responses or appeals for you
- It never contacts buyers by email; every message goes through Amazon
Questions sellers ask
What is an Amazon A-to-z Guarantee claim?
How do I prevent A-to-z claims?
Can SellerPilot respond to A-to-z claims?
What is a SAFE-T claim?
Do A-to-z claims affect account health?
Related features
Account health
Your Account Health Rating and every policy with violations, checked every day.
Learn moreBuyer messages
Five automatic buyer messages with your own templates, checked against Amazon's rules, sent only through Amazon.
Learn moreReimbursements and returns
Return rates with Amazon's reasons, refunds still pending, and units Amazon lost or damaged and still owes you.
Learn moreReview requests
Amazon's own Request a Review for every eligible order, sent at the right time, never twice.
Learn moreTry SellerPilot on your own store
Connect Amazon in about five minutes. Your first data arrives within hours and your first suggestions the next morning.