By standing behind customers and the products in our store, regardless of who sells them, Amazon is going far beyond our legal obligations and what any other marketplace service provider is doing today to protect customers. This streamlined process will save time, money, and effort for both customers and sellers. If a seller rejects a claim we believe is valid, Amazon may also step in to address the customer concern in these cases, sellers will continue to have the opportunity to defend their product against the claim. If a seller does not respond to a claim, Amazon will step in to directly address the immediate customer concern, bear the cost ourselves, and separately pursue the seller. Customers can contact Amazon Customer Service, and we will notify the seller and help them address the claim. Amazon expands A-to-z Guarantee to efficiently resolve defective product claims for customers and sellersīeginning September 1, for products sold through, Amazon will facilitate resolution of property damage and personal injury claims between the customer, the seller, and their insurance provider. We’re excited that these innovations create a more trustworthy shopping and selling experience for customers and sellers in our store. We are also launching Amazon Insurance Accelerator to help sellers buy insurance at competitive rates from trusted providers. Now, in the unlikely event a defective product sold through causes property damage or personal injury, Amazon will directly pay customers for claims under $1,000-which account for more than 80% of cases-at no cost to sellers, and may step in to pay claims for higher amounts if the seller is unresponsive or rejects a claim we believe to be valid. This helped customers more confidently shop from sellers, raising the bar on customer experience and driving sellers’ growth. We are extending our A-to-z Guarantee to protect customers in the unlikely event a defective product sold through causes property damage or personal injury-regardless of who sells it.Īmazon originally launched the A-to-z Guarantee more than 20 years ago to provide customers with a hassle-free return process for products sold and fulfilled by third-party sellers. Amazon stands behind our customers and the products in our store.
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