Amazon Expands A-to-z Guarantee in Germany for Better Customer Protection

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• Amazon ensures every product purchased on Amazon.de is protected by the A-to-z Guarantee. Initially launched to provide a hassle-free complaints process for products sold and fulfilled by selling partners, the A-to-z Guarantee allows customers to directly contact Amazon for a refund if they are unsatisfied with the delivery or condition of a product and cannot resolve the issue with the selling partner.
• Now, Amazon is expanding the A-to-z Guarantee in Germany to offer protection when a defective product causes property damage or personal injury. This enhancement underscores Amazon’s commitment to customer safety and satisfaction.

Amazon aims to make the handling of property damage and personal injury claims straightforward for customers, selling partners, and their insurance providers in Germany. Customers can report a claim by contacting Amazon Customer Service, who will then notify the selling partners and assist in resolving the issue. This streamlined process goes beyond legal requirements, saving time, money, and effort for all parties involved.

“We have a long-standing commitment to our customers, and they can shop knowing that Amazon stands behind every product sold in our store. The A-to-z Guarantee is a cornerstone of that commitment, and to our knowledge, Amazon is the first and only retailer to offer customers this level of buyer protection, as well as protection against personal injury and property damage,” states an official company statement.

How the A-to-z Guarantee Works

When a claim is filed, Amazon uses its fraud and abuse detection systems and works with independent insurance experts to review it. These experts investigate on behalf of Amazon’s sellers, ensuring valid claims are accepted and false or abusive ones are rejected. This process saves sellers the hassle of investigating claims themselves and enables customers to shop with confidence on Amazon, which in turn drives selling partners’ success.