Request an A-to-z Guarantee Refund

You can request a refund via the A-to-z Guarantee if either the timing for delivery or the condition of your items received (that are fulfilled by a third party seller) are unsatisfactory. To check if you are eligible to request a refund under our policy, go to About A-to-z Guarantee

Note: The Amazon Mobile App does not currently support the feature to File an A-to-z Guarantee Refund Request. To file an A-to-z Guarantee Refund Request on an eligible order, please visit on a desktop browser and follow the instructions below.

  1. Go to Your Orders.
  2. Locate your order in the list and click Problem with order.
  3. Select your problem from the list.
  4. Select Request refund.
  5. Enter your comments in the text box and select Submit.


  • Refund requests can take up to one week to investigate. We will notify you of our decision via the email address associated with your account. Notifications are also available to view in the Buyer-Seller Messaging Service. To view the status of your request, locate your order in the list on the Your Orders page and select Problem with order.
  • We may close your refund request if we are unable to process it or verify information you have provided.
  • If you are eligible for a refund, what you're eligible to be refunded for is in the table below:

    What is refunded?

    Return reason

    Item Price

    Original shipping cost

    Return shipping cost

    Item was damaged, defective, or materially different




    Any other reason




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