A-to-z Guarantee for Property Damage and Personal Injury

The A-to-z Guarantee claims Process for Property Damage and Personal Injury supports customer compensation requests where a defective product purchased on Amazon.com causes property damage or personal injury. This includes products sold by Amazon or third-party sellers.

Frequently Asked Questions

When am I eligible to file an A-to-z Guarantee claim for Property Damage and Personal Injury?

You can file an A-to-z Guarantee claim for Property Damage and Personal Injury when the following conditions are met:

  • Defective products purchased on Amazon.com caused property damage or personal injury;
  • AND the incident (property damage or personal injury) occurred within the last 90 days;
  • AND the product was purchased on Amazon.com.

How do I file an A-to-z Guarantee claim for Property Damage and Personal Injury?

You can file an A-to-z Guarantee claim for Property Damage and Personal Injury by contacting our Customer Service.

  1. Select Customer Service from your account section on Amazon.com.
  2. Select Help with Something else.
  3. Select Something else.
  4. Select I need more help.
  5. Select either Request a phone call or Chat with us to report the issue.

How soon must I file an A-to-z Guarantee claim for Property Damage and Personal Injury?

If you file an A-to-z Guarantee claim for Property Damage and Personal Injury to request compensation, you must do so within 90 days after the incident occurs.

What evidence can I provide to support my A-to-z Guarantee claim for Property Damage and Personal Injury?

To investigate your A-to-z Guarantee claim for Property Damage and Personal Injury, you’ll need to provide evidence of your loss, like insurance records, photographs, repair bills, wage records, or medical bills.

How do I provide evidence to support the investigation of my A-to-z Guarantee claim for Property Damage and Personal Injury?

To add more details or upload attachments:

  1. Go to Your Orders.
  2. Locate your order in the orders list.
  3. Select Problem with order.
  4. Next to the relevant order, navigate to Refund request status.
  5. Select Upload to submit supporting attachments as evidence.

You can submit files with a max. 20-MB size in the following format: PDF, JPG, JPEG, PNG.

You'll receive an email notification when our investigation is complete. If more information is needed, our A-to-z Guarantee for Property Damage and Personal Injury team will inform you via email.

To avoid suspension of your request, provide the requested information within 72 hours of receiving the email communication.

What if I don’t have the required evidence supporting my A-to-z Guarantee claim for Property Damage and Personal Injury?

Missing supporting evidence may result in a denial of your claim. Ensure to collect all evidence before you file an A-to-z Guarantee claim for Property Damage and Personal Injury.

I have successfully filed an A-to-z Guarantee claim for Property Damage and Personal Injury. What’s next?

Within 72 hours, you’ll receive a request from Amazon or our third-party administrator to provide evidence supporting your claim.

We’ll work with you directly or through our external claims administrator to collect information, investigate the claim, and attempt to facilitate a resolution with you, our selling partner and their insurance providers.

How do I view the status of my A-to-z Guarantee claim for Property Damage and Personal Injury?

To view the status of your claim:

  1. Go to Your Orders.
  2. Locate your order in the orders list.
  3. Select Problem with Order.
  4. The current status of the claim is displayed in the Refund Request Status section.

Updates related to your claim will be sent to the email address associated with your account.

If my claim is approved, how will I receive my compensation?

If your claim is approved, you'll receive an email confirmation about the approval from Amazon or our third-party administrator. This email notification will contain an offer of compensation and details on how to accept the offer.

How do I withdraw my A-to-z Guarantee claim for Property Damage and Personal Injury?

  1. To cancel your claim request:
  2. Go to Your Orders.
  3. Locate the order associated with the claim.
  4. Select Problem with order.
  5. Select Cancel refund and enter your comments regarding the claim withdrawal in the text box.
  6. Select Submit.

How do I appeal the decision regarding my A-to-z Guarantee claim for Property Damage and Personal Injury?

If your A-to-z Guarantee claim for Property Damage and Personal Injury was denied and you have more information we can review, you can submit an appeal within 30 calendar days of the decision.

To submit an appeal:

  1. Compile all evidence (for example: insurance records, photographs, repair bills, wage records, or medical bills) for your appeal.
  2. Go to Your Orders.
  3. Locate the order associated with the claim.
  4. Select Problem with order.
  5. Select Add more details.
  6. Enter your comments supporting the appeal in the text box and upload more evidence.
  7. Select Submit.

Note: Missing supporting evidence may result in a denial of your appeal. Ensure to collect all evidence before you submit an appeal regarding your A-to-z Guarantee claim for Property Damage and Personal Injury.

Is there anything else I must know?

The A-to-z Guarantee for Property Damage and Personal Injury doesn’t cover digital items, payments for services, stored value instruments such as gift cards, or products sold through other stores by parties who might otherwise be affiliated with Amazon.

We reserve the right to determine the amount, if any, to offer you to resolve your claim, and we may reject claims that we believe are unsubstantiated, frivolous, or abusive, or claims that aren’t covered by the A-to-z Guarantee Claims Process.

Any offers of compensation made through the A-to-z Guarantee for Property Damage and Personal Injury will be limited to:

  • The purchase price of the product AND
  • compensation of up to $1 million for medical expenses, lost wages, and property damage caused by a defective product purchased on Amazon.com.

If you have already received compensation from another source such as the seller or manufacturer, you won’t be eligible for recovery through the A-to-z Guarantee for Property Damage and Personal Injury.

Note: For general information about our A-to-z Guarantee for products sold and fulfilled by a third-party seller, visit A-to-z Guarantee. All claims are subject to the A-to-z Guarantee Claims Process Terms and Conditions.