Amazon Seller Central A-to-Z Claims Report
Comprehensive tracking and monitoring of Amazon A-to-Z Guarantee claims and customer disputes
The A-to-Z Claims Report provides complete visibility into all customer claims filed against your orders within the past 90+ days. This automated report captures claim details, decision outcomes, settlement amounts, and appeal status for every A-to-Z Guarantee case. Understanding and responding to these claims is crucial for maintaining healthy Order Defect Rate (ODR) metrics and protecting your account status.
Each claim record includes the full case history, customer evidence, your responses and appeals, and Amazon’s decision rationale. Monitor trends in claim reasons to identify operational issues before they impact your account health or result in policy violations.
Key Data Fields
Claim Decision Reason
Amazon’s specific reason for the claim decision, such as “DELIVERED_NOT_RECEIVED_CARRIER_FAULT” or “PRODUCT_DEFECTIVE”.
Claim Status
Current state of the claim including whether it’s resolved, pending customer response, or under appeal.
Settlement Amount
Financial impact of the claim, showing the exact amount charged back to your account.
Problem Items
Complete product details including ASIN, title, quantity disputed, and customer’s specific complaint.
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ODR Impact
Whether the claim negatively affects your Order Defect Rate – critical for account health monitoring.
Appeal History
Complete record of your appeals including content, submission dates, and Amazon’s responses.
Order Shipment Details
Tracking information, carrier used, ship dates, and delivery confirmation for disputed orders.
Customer Evidence
Any evidence submitted by the customer to support their claim, including photos or documentation.
Amazon’s A-to-Z Guarantee Claims Report
Available at:
Seller Central → Performance → A-to-Z Guarantee Claims
Recommended Monitoring Frequency & Actions
How Often to Check This Report
Daily Monitoring
For high-volume sellers or accounts with frequent customer service issues, check A-to-Z claims daily. New claims appear quickly and you have limited time to respond before Amazon makes automatic decisions.
Standard Frequency
Most sellers should review this report 2-3 times per week to catch new claims early and maintain healthy response rates. Claims impact ODR immediately when filed.
Required Actions Based on Report Data
- Respond to Open Claims
Submit evidence including tracking info, delivery confirmation, or product documentation - File Appeals for Incorrect Decisions
Challenge Amazon’s decision when you have clear evidence the claim was invalid - Contact Customers Directly
Reach out to resolve issues before they escalate to A-to-Z claims - Analyze Claim Patterns
Identify recurring issues in shipping, packaging, or product quality - Update Fulfillment Processes
Fix operational problems causing legitimate customer complaints - Document Evidence Collection
Improve your evidence gathering for future claim responses
Automate Your A-to-Z Claims Monitoring with Cajari
Cajari automatically collects this A-to-Z Claims Report from your Amazon Seller Central account and delivers structured data to your systems through API endpoints or webhooks. Our platform handles the complex authentication and navigation, then provides detailed claim information that integrates seamlessly with your customer service tools, BI dashboards, and monitoring systems. Stop manually checking for new claims and start responding to customer issues faster with automated alerts.
Book a personalized demo with our team and discover how we can transform your agency’s workflow.
Have questions or need support? Our team is here to help with onboarding, technical issues, and any inquiries about Cajari.