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A-to-z Guarantee Protection FAQs
Amazon.co.jp A-to-z Guarantee Basics
Filing a Claim
Problems with A-to-z claims
We want you to buy with confidence anytime you purchase products on the Amazon.co.jp website or use Amazon Payments. That is why we guarantee purchases from Amazon Marketplace and Merchant sellers when payment is made via the Amazon.co.jp website. The condition of the item you buy and its timely delivery are guaranteed under the Amazon A-to-z Guarantee.
After you have read carefully through the following important guidelines, click below to submit your claim.
You can file an Amazon.co.jp A-to-z Guarantee claim if you purchased physical goods from a seller or merchant selling on the Amazon.co.jp website (Including the Amazon.co.jp Marketplace). See "Exclusions from coverage" below for a list of items that are not covered by the A-to-z Guarantee.
One of the three conditions below must also apply:
You must first contact the seller through Your Account before filing a claim. From the order details, click "Problem with this order?" and "Contact your Seller." Please allow three business days to give your seller a chance to address the issue. You can submit a Guarantee claim if the seller does not respond or if the issue is not addressed to your satisfaction.
Please note most of Amazon Marketplace sellers only support Japanese.
Timeframe for Claims:
Only buyers who live in the following countries are covered under the Amazon A-to-z Guarantee for qualified purchases: Australia, Belgium, Brazil, Canada, Denmark, Finland, France, Germany, Great Britain, Hong Kong, Iceland, Ireland, Italy, Japan, Republic of Korea, Mexico, Netherlands, New Zealand, Northern Ireland, Norway, Portugal, Scotland, South Africa, Spain, Sweden, Switzerland, the United Kingdom, and the United States. (Including U.S. protectorates, e.g. Puerto Rico, U.S. Virgin Islands, Guam, American Samoa, APO/FPO, etc.)
Buyers who pay for Amazon Marketplace or Merchant purchases via the Amazon.co.jp website are eligible to receive up to ￥300,000 of the purchase price, including shipping charges.
Buyers are covered at no cost. We're committed to creating a safe buying experience on the Amazon.co.jp website. If you have additional questions about the A-to-z Guarantee, please contact us.
If you made the purchase through the Amazon.co.jp website, you can easily submit a claim by viewing the specific order details via Your Account. Click "View order" to view the order details, and then click "Problem with this order?" to file your claim.
If a seller has clearly misrepresented the condition or details of an item in a way that affects its value or utility, it is "materially different." In such cases, that seller should be willing to offer a refund or exchange when contacted within 14 days of receiving the item.
When submitting your claim, please provide further details about the desired resolution by choosing one of these options:
When do I use the "I did not receive my item or received them late" reason while filing an A-to-z Guarantee claim?
If the estimated delivery date noted on your order detail page has passed and you have still not received the product(s) you ordered, you can file a claim citing the reason "I did not receive my item or received them late."
You can also choose the desired resolution:
When do I use the "Order contained damaged/defective/incorrect items" reason while filing an A-to-z Guarantee claim?
If a seller has clearly misrepresented the condition or details of an item in a way that affects its value or utility, it is "materially different" and that seller should be willing to offer a refund or exchange within 30 days of shipment. If the seller does not accept the return of an item that is made in accordance with the seller's return policy, you may qualify for coverage under our A-to-z Guarantee. Please visit our Return Help pages for more information regarding returns.
Items are considered "damaged/defective or incorrect" in these circumstances:
When submitting an A-to-z Guarantee claim with the reason "order contained damaged/defective/incorrect items," you will need to select one of the reasons above and provide comments explaining what happened.
Note: This does not extend to cases where you are simply disappointed with an item. We will ultimately determine material difference at our discretion.
For purchase through the Amazon.co.jp website, you can track the progress of your claim by viewing the order in Your Account. From the order details, click "Problem with this order?" to see the status of your claim.
We appreciate your patience and cooperation during the processing period, as we may contact you for additional information. We may also attempt to contact the seller to encourage him or her to work directly with you to resolve the problem.
You can track the status of this claim by following these steps:
On the resulting page, you'll see the status of your claim.
I submitted an A-to-z Guarantee claim which was resolved in my favor, and later I received the lost or correct item. What do I do?
All payment for Amazon.co.jp orders must be made through Amazon.co.jp. If you receive the item after a claim is resolved, contact Customer Service to request that we recharge the credit card for the order.
The common reasons for a claim being denied include: