To file a claim on Amazon, go to Your Orders, find the problem order, and select “Problem with order” to request a refund or replacement. The exact steps depend on whether the item was sold by Amazon directly or by a third-party seller, and whether the package is missing, damaged, or not what you ordered. Most claims need to be filed within 30 days of the expected delivery date.
Check Your Order Details First
Before filing anything, open Your Orders on the Amazon website or app and confirm the basics. Verify the shipping address is correct, check the tracking status, and look for a delivery photo if one is available. For packages marked as delivered that you haven’t received, Amazon recommends a specific sequence: check around your delivery location (porches, side doors, mailrooms), ask household members and neighbors, and look in the Message Center for any delivery notices.
If tracking shows delivered but you don’t have the package, wait 48 hours before filing a claim. Packages are sometimes scanned as delivered before they actually arrive. After 48 hours with no package, you’re in a strong position to request a refund.
Claims for Orders Sold by Amazon
When the item was sold and shipped by Amazon, the process is straightforward. Go to Your Orders, find the order, and select “Problem with order.” You’ll see options that match your situation: item not received, item damaged, wrong item sent, or other issues. Select the one that applies, follow the prompts, and Amazon will typically offer a refund or replacement.
For missing packages, you need to contact Amazon Customer Service within 30 days of the expected delivery date. You can reach them through the “Contact Us” option in the Help section, where you’ll be connected via chat or phone. Amazon handles these claims quickly, often issuing a refund or sending a replacement the same day.
Claims for Third-Party Seller Orders
If your item was sold by a third-party seller (you’ll see the seller’s name on the order page instead of “Ships from and sold by Amazon”), your first step is contacting the seller directly. Go to Your Orders, select the order, and choose “Problem with order” to send the seller a message. Sellers have 48 hours to respond.
If the seller doesn’t respond, refuses to help, or offers a solution you find unacceptable, you can escalate to Amazon’s A-to-z Guarantee. This is Amazon’s buyer protection program that covers purchases from third-party sellers when the item doesn’t arrive, arrives damaged, or doesn’t match the listing. To file an A-to-z Guarantee claim, go to Your Orders, select the order, choose “Problem with order,” and then select “Request A-to-z Guarantee Refund.” You’ll need to describe the issue and explain what went wrong.
Amazon requires that you contact the seller first and give them a chance to resolve the problem before opening an A-to-z claim. If you skip this step, your claim may be denied.
What to Include in Your Claim
The more specific you are, the faster your claim gets resolved. For damaged items, take photos of the damage and the packaging before you throw anything away. For wrong items, photograph what you received alongside the product listing showing what you ordered. For missing packages, note the tracking number and the date it was marked delivered.
When writing your claim description, stick to facts: what you ordered, what happened, and what resolution you want (refund or replacement). Keep it brief and clear. Amazon’s system works best when the issue is easy to categorize.
Returning Items for a Refund
Many claims involve returning the item. Go to Your Orders, select “Return or replace items,” and choose a reason for the return. Amazon will generate a return shipping label, and in many cases the return shipping is free. Once the item is received at the return facility, your refund is typically processed within 3 to 5 business days, though it can take up to a week to appear on your statement depending on your bank.
For items that arrived damaged or defective, Amazon usually covers return shipping. For items you simply changed your mind about, return shipping costs may be deducted from your refund depending on the item and the seller’s return policy.
Appealing a Denied Claim
If Amazon denies your A-to-z Guarantee claim, you can appeal. Go to Your Orders, find the order, select “Problem with order,” and then choose “Appeal decision.” You’ll see a text box where you can explain why you believe the decision was wrong. Include any additional evidence you have, such as photos, screenshots of seller communications, or tracking details that support your case.
Amazon takes up to one week to review appeals, though it can occasionally take longer. You’ll receive a decision by email. If your appeal is also denied and you paid with a credit card, you still have the option of filing a chargeback dispute directly with your credit card company.
Deadlines You Need to Know
For orders shipped by Amazon, contact Customer Service within 30 days of the expected delivery date. For A-to-z Guarantee claims on third-party seller orders, you generally need to file within 90 days of the maximum estimated delivery date. Don’t wait until the last minute. Claims filed promptly, with clear documentation, are resolved faster and approved more often.
If you need to return an item, most Amazon purchases have a 30-day return window from the delivery date, though some categories like electronics may have shorter windows. Check the return policy on the product page if you’re unsure.