A-to-z Guarantee Refund Requests

Find out how you can request, view the status of, or cancel an A-to-z Guarantee refund. You can also appeal a denied A-to-z Guarantee refund request where applicable.

To check if you are eligible to request a refund under policy, go to About A-to-z Guarantee.

Request an A-to-z Guarantee Refund

To request an A-to-z Guarantee Refund:

  1. Go to Your Orders.
  2. Locate your order in the list and select Problem with order.
  3. Select your problem from the list
  4. Select Request refund
  5. Enter your comments in the text box.
  6. Select Submit.

View Status of an A-to-z Guarantee Refund Request

To view the status of your request:


  1. Go to Your Orders and click View Order Details.
  2. On the order summary page, click Problem with order.
  3. View the status of your request.

Cancel a Request for A-to-z Guarantee Refund

If the seller resolves your problem or you no longer need a refund under the A-to-z Guarantee, you can cancel your refund request before a decision is made.

To cancel your refund request:

  1. Go to Your Orders.
  2. Locate your order in the list and select Problem with order.
  3. Select Cancel request.
  4. Enter your comments in the text box.
  5. Select Submit.

Note: Once a refund request is cancelled, it cannot be reopened. Contact us if you cancel a refund request by mistake.

Appeal a Denied A-to-z Guarantee Refund

If your refund request was denied under the A-to-z Guarantee and you have further information for our review, you can submit an appeal within 30 calendar days of the decision.

To appeal a denied A-to-z refund request:

Note: Appeals can take up to one week further to investigate. We will notify you of our decision via the email address associated with your account. Find out how to view the status of your request.


  1. Go to Your Orders.
  2. Locate your order in the list and select Problem with order.
  3. Select Appeal decision and follow the prompts to explain your reason of appeal.
  4. Enter your comments in the text box.
  5. Select Submit.

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