Inside the A-to-z Guarantee

Extending the Amazon guarantee to third party sites, to make our customers shopping experience a little more delightful.

It’s a big world out there, especially online. It can be a little overwhelming for shoppers attempting to navigate store policies or foreign sites, and deciding who to trust with their information and money. On top of that, how can shoppers be certain they’re getting what they paid for from the place they purchased it?

That last part can be a bit tricky.

According to research testing from the Baymard Institute, consumers still don’t trust some online merchants. In fact, cross border shoppers strongly prefer 3rd-party payment methods mainly because they want a solution that they can fall back on if there are order issues or undelivered orders—expecting the 3rd-party payment provider to help them out.

Wouldn’t it be smart to offer some sort of shopping guarantee as a business?

That’s part of the reason Amazon created the A-to-z Guarantee, to make our shared customers’ online shopping experience a little more reliable. Over the years, Amazon has built a base of millions of satisfied shoppers by being responsive to their concerns and acting quickly to find a resolution. With Amazon Pay, we extend this valuable customer trust to merchants through the Amazon A-to-z Guarantee program.

For our mutual customers, the Amazon A-to-z Guarantee provides an opportunity to obtain a full reimbursement for their purchase or cancel their authorized payment if they are not satisfied and are unable to come to a resolution directly about a purchase made on your site using Amazon Pay. It’s about giving them confidence anytime they make a purchase, not just on, but whenever they use Amazon Pay for qualified purchases with third party online businesses. So shoppers have peace of mind that when they purchase something using their Amazon account, they know they’ll get what they paid for.

For businesses, the A-to-z Guarantee can provide our mutual customers with a level of assurance that can lead to higher conversions and more sales on your site. The A-to-z Guarantee also affords you with an extra layer of protection, with an opportunity to provide more context during chargeback disputes.

The vast majority of buyers will never need this program, but for those who do, the guarantee gives merchants a chance to provide confidence and trust when customers enter their site or store.

Want to know more about the A-to-z Guarantee policy including customer service and claims management best practices – go here.