Amazon Missing Package & A-to-Z Guarantee Claim Guide

Which path applies to you?

Amazon retail vs. third-party marketplace — two different processes

The single most important thing to know before filing: who fulfilled your order determines which resolution path you follow. Check your order confirmation email or the "Sold by" information on your order page.

Path A — Direct Amazon Order

Sold by Amazon, fulfilled by Amazon

Amazon handles the refund or replacement directly. Go to Your Orders, select the order, and choose "Problem with order." Amazon typically resolves these quickly — often within 24–48 hours — with a no-questions-asked refund or reship for items under about $100. No A-to-Z Guarantee filing needed.

Path B — Third-Party Marketplace

Sold by a third-party seller on Amazon

You must contact the seller first and wait 2 business days for a response before Amazon will consider an A-to-Z Guarantee claim. If the seller does not resolve it, you escalate to Amazon's A-to-Z Guarantee. The entire process must be initiated within 90 days of the maximum estimated delivery date.

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Fulfilled by Amazon (FBA) is different from "Sold by Amazon." An item can be "Sold by [Third-Party Seller], Fulfilled by Amazon" — meaning the seller owns the inventory and sets the price, but Amazon warehouses and ships it. For delivery problems, FBA orders are usually handled directly by Amazon. However, if there is a product issue (wrong item, damage), the third-party seller remains responsible and the A-to-Z path may still apply.

A-to-Z Guarantee Overview

What does the Amazon A-to-Z Guarantee cover?

The A-to-Z Guarantee is Amazon's buyer protection program for purchases made through Amazon's marketplace from third-party sellers. It covers situations where the seller has failed to deliver or has failed to resolve a problem. Here is a breakdown of what qualifies.

Situation	Covered by A-to-Z?	Notes
Package never arrived	Yes	Must be beyond the max estimated delivery date and seller has not resolved it
Item arrived damaged	Yes	Contact seller first; escalate to A-to-Z if seller does not respond in 2 business days
Wrong item received	Yes	Seller sent a materially different item from what was listed
Item not as described	Yes	Significant discrepancy between the listing description and the item received
Seller refuses return or refund	Yes	After the return window, if the seller had an explicit return policy and will not honor it
Direct Amazon retail purchases	N/A — handled directly	Contact Amazon Customer Service; no A-to-Z filing needed
Digital products / downloads	Limited	Different policy applies; contact Amazon directly for digital purchase disputes
Buyer's remorse / changed mind	Not covered	A-to-Z does not cover returns where buyer simply no longer wants the item

Eligibility Requirements

Before you file an A-to-Z claim

Amazon will reject an A-to-Z Guarantee claim that does not meet all of these prerequisites. Check each one before filing.

Requirement	Details
Contact seller first	You must send a message to the seller through Amazon and allow 2 business days for them to respond before Amazon will review an A-to-Z claim
90-day filing deadline	The A-to-Z claim must be filed within 90 days of the maximum estimated delivery date shown on your order — not the order date, not today's date
Third-party seller only	A-to-Z applies to purchases from third-party sellers on Amazon's marketplace. Direct Amazon retail orders are handled through a different process.
Item must be bought on Amazon	The purchase must have been made through Amazon.com. Items purchased off-Amazon that a seller ships are not covered.
Payment processed through Amazon	Payment must have gone through Amazon's checkout — not directly to the seller's website, PayPal, or Venmo.

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The 90-day deadline is from the maximum estimated delivery date. If your order showed an estimated delivery of January 15 through January 22, the 90-day window runs from January 22 — not from when you placed the order or when you realized something was wrong. Check your original order confirmation to confirm the dates.

Path A — Direct Amazon Order

How to resolve a missing package from Amazon directly

For orders sold and shipped by Amazon, the resolution process is fast and buyer-friendly. You do not need to file an A-to-Z claim — Amazon Customer Service handles this directly.

1

Wait for the maximum estimated delivery date to pass

Amazon's order page shows a delivery window (e.g., "Arriving by Monday, March 24 – Wednesday, March 26"). Wait until the latest date in that range has passed before contacting Amazon. For packages showing "Delivered" that you did not receive, act immediately.
2

Check "Your Orders" and report the problem

Log in to amazon.com, go to Your Orders, find the relevant order, and click "Problem with order." Select the appropriate issue — "Package didn't arrive," "Item arrived damaged," or "Wrong item received." Amazon will guide you through the next steps.
3

Choose refund or replacement

For most missing packages under a certain value, Amazon will offer an immediate refund to your original payment method or a free replacement shipment. For higher-value items, Amazon may ask you to wait a few days for an investigation before approving a refund.
4

Contact Amazon Customer Service if needed

If the self-service process does not resolve your issue, use Amazon's Customer Service chat or phone. A live agent can typically issue a refund or replacement on the spot for straightforward missing package cases. Amazon's customer service for direct orders is generally quite accommodating.

Path B — Third-Party Marketplace A-to-Z Claim

How to file an Amazon A-to-Z Guarantee claim

For third-party seller purchases, the A-to-Z process requires you to contact the seller first. Only after the seller fails to resolve the issue within 2 business days can you escalate to Amazon. Follow these steps in order — skipping the seller contact step will result in your A-to-Z claim being rejected.

1

Contact the third-party seller through Amazon messaging

Go to Your Orders, find the order, and click "Contact seller." Send a clear message explaining the problem: the package has not arrived (or arrived damaged), the order number, and the date. Use Amazon's internal messaging system — not the seller's email address — because Amazon records this contact for your A-to-Z claim.
2

Wait 2 business days for the seller to respond

Amazon requires you to give the seller 2 full business days to respond before filing an A-to-Z claim. If the seller responds and resolves the issue — great. If they respond with an unsatisfactory answer (e.g., "please wait longer"), or do not respond at all, you may proceed to the A-to-Z Guarantee after those 2 business days have passed.
3

File your A-to-Z Guarantee claim through Your Orders

Go to Your Orders, find the relevant order, and click "Problem with order." If the seller contact requirement is met and 2 business days have passed, you will see an option to "File/View A-to-Z Guarantee Claim." Alternatively, go directly to Amazon's A-to-Z Guarantee page for more information and the filing link.
4

Describe the problem clearly and completely

When filing, describe exactly what happened: the package was never received, or the item received was damaged or different from the listing. Include the date you contacted the seller and their response (or lack thereof). Be specific — vague descriptions lead to slower review and more back-and-forth requests from Amazon's team.
5

Await Amazon's decision — typically within a few days

Amazon typically reviews A-to-Z Guarantee claims within 1–3 business days. You will receive an email with the decision. If Amazon approves the claim, a refund is issued to your original payment method. If denied, you will receive a reason and information about how to appeal.

⚠️

Always use Amazon's internal messaging for seller contact. If you contact the seller directly by email or phone outside of Amazon's system, Amazon may not be able to verify that you gave the seller an opportunity to resolve the issue — which can result in your A-to-Z claim being delayed or rejected.

Timeline

How long does an Amazon A-to-Z claim take?

The Amazon resolution process is generally faster than carrier claims, but following the correct sequence is critical.

Day 1

Max estimated delivery date passes without delivery (or you receive a damaged/wrong item). Contact the seller through Amazon's internal messaging system immediately.

2 business days

Required waiting period for seller response. If the seller resolves it within this window, no A-to-Z filing needed. If unresolved or unresponsive, you can now escalate.

Day 3 or later

File your A-to-Z Guarantee claim through Your Orders. Describe the problem clearly and reference your seller contact date.

1–3 business days

Amazon reviews the claim. For straightforward cases (clear non-delivery, seller unresponsive), approval is often granted within 1–2 business days.

Refund timing

Approved refunds appear on your credit card within 3–5 business days, or your Amazon account balance within 1–2 business days (if you choose that option).

90-day deadline

Hard cutoff: you must file the A-to-Z claim within 90 days of the maximum estimated delivery date. After this date, Amazon will not accept the claim regardless of the circumstances.

Appeal (if denied)

Denied claims can be appealed within 30 days by replying to Amazon's decision email with additional information or documentation. Amazon Customer Service can also review denials.

Common Mistakes

Mistakes that get Amazon A-to-Z claims denied

These are the most frequent reasons Amazon rejects A-to-Z Guarantee claims — and how to avoid each one.

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Skipping the mandatory seller contact step. Amazon's A-to-Z process requires you to contact the seller first and allow 2 business days before you can escalate. Filing an A-to-Z claim without this step will result in Amazon asking you to contact the seller first — which delays everything and wastes time you may not have before the 90-day deadline.

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Contacting the seller outside of Amazon's system. If you emailed the seller directly or reached out through their website, Amazon cannot verify this contact for purposes of the A-to-Z Guarantee. Always use the "Contact seller" option within Amazon's Your Orders page so there is a record.

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Filing after the 90-day deadline. The 90-day window closes on the 90th day after the maximum estimated delivery date — not the order date. Many buyers wait too long, hoping the package will still arrive. If you are beyond 90 days, Amazon will not accept the A-to-Z claim.

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Filing for a direct Amazon purchase through the A-to-Z process. The A-to-Z Guarantee is specifically for third-party marketplace sellers. For items sold by Amazon directly, you contact Amazon Customer Service — the A-to-Z portal is the wrong channel, and using it will only slow down your resolution.

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Filing an A-to-Z claim and a credit card chargeback simultaneously. Amazon's terms state that initiating a credit card chargeback for an order will cause Amazon to close any related A-to-Z claim and may result in suspension of your Amazon account. Choose one path: either the A-to-Z Guarantee or a credit card dispute — not both at the same time.

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Vague or incomplete problem descriptions. Amazon's claim review team works quickly and needs clear, specific information: what was ordered, what was received (or not received), when you contacted the seller, and what they said. "I didn't get my package" is less effective than a complete description with dates and order specifics.

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Assuming A-to-Z covers buyer's remorse or changed-mind returns. The A-to-Z Guarantee is not a general return policy. It covers delivery failures and significant discrepancies between the item listed and what arrived. If you simply no longer want an item, you need to use Amazon's standard return process — not the A-to-Z Guarantee.

FAQ

Common questions about Amazon missing packages and A-to-Z claims

My Amazon tracking says "delivered" but I never got the package. What should I do?

First, check every part of your property — mailbox, garage, side entrance, back door, with neighbors, and with building management if you live in an apartment. Amazon and their delivery partners (including UPS, USPS, Amazon Logistics) sometimes leave packages in unexpected locations. If the package still cannot be found after a thorough search, report it through Your Orders as "Package didn't arrive." For direct Amazon orders, Customer Service typically resolves this within 24–48 hours. For third-party orders, contact the seller first, then escalate to A-to-Z if needed.

How do I know if my purchase is covered by the A-to-Z Guarantee?

Check your order confirmation or the order detail page. Look at the "Sold by" field. If it says anything other than "Amazon.com" (for example, "Sold by ABC Electronics"), you made a marketplace purchase from a third-party seller — and the A-to-Z Guarantee applies. If it says "Sold by Amazon.com," you deal with Amazon Customer Service directly. Note that "Fulfilled by Amazon" (FBA) means Amazon shipped it, but the seller is a third party — FBA orders may still use the A-to-Z path for product disputes.

The seller offered a partial refund but I want a full refund. Can I still file A-to-Z?

Yes. If the seller's resolution is inadequate — including a partial refund when you believe a full refund is warranted — you can file an A-to-Z Guarantee claim. Describe in your claim what the seller offered and why you consider it insufficient. Amazon will review the case and make a determination. Be prepared for Amazon to potentially agree with the partial refund offer in some cases, depending on the circumstances of the dispute.

Can I file both an A-to-Z claim and a credit card chargeback?

No — you cannot pursue both simultaneously. Amazon's policy states that filing a credit card chargeback will cause any active A-to-Z claim to be closed, and may result in restrictions on your Amazon account. Choose one path: the A-to-Z Guarantee (typically faster and less disruptive to your Amazon account), or a credit card chargeback (a stronger legal mechanism but more disruptive). If the A-to-Z claim is denied, you can then pursue a credit card chargeback as a follow-up step.

What happens to the seller when I file an A-to-Z claim?

Amazon notifies the seller of the A-to-Z claim and gives them an opportunity to respond with their side of the situation. If Amazon approves your claim, the refund typically comes from the seller's Amazon account balance — not from Amazon's own funds (though Amazon sometimes absorbs the cost for FBA orders or in cases where the seller account lacks funds). Sellers with too many A-to-Z claims against them face account restrictions or suspension, which creates a strong incentive for reputable sellers to resolve issues before the A-to-Z stage.

My A-to-Z claim was denied. What can I do?

You can appeal a denied A-to-Z claim by replying to the denial email with additional information or documentation. Common reasons for denial include: the seller contact step was not completed, the claim was filed after the 90-day deadline, or Amazon determined the seller's resolution was reasonable. If your appeal is also denied, other options include: contacting Amazon Customer Service for a manual review, filing a complaint with the FTC at reportfraud.ftc.gov, disputing the charge with your credit card issuer (most credit cards have purchase protection), or filing a complaint with your state attorney general's consumer protection office.

Does the A-to-Z Guarantee cover international sellers shipping from overseas?

Yes — the A-to-Z Guarantee covers purchases from all third-party sellers on Amazon's US marketplace, including sellers based outside the United States. The process is the same: contact the seller, wait 2 business days, and then file the A-to-Z claim if unresolved. International shipments sometimes have longer estimated delivery windows, so check your order's maximum estimated delivery date carefully before concluding a package is truly missing.

Amazon Missing Package &A-to-Z Guarantee Guide