Appeal a Denied A-to-z Guarantee Refund

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

To submit an appeal:

  1. Compile all evidence (for example: receipts, proofing documents, tracking details) for your appeal.
  2. Go to Your Orders.
  3. Locate the order.
  4. Select Request refund.
  5. Select Appeal decision.
  6. Enter your comments in the text box. If available or requested, upload supporting attachments as evidence with additional information.
  7. Select Submit.
Note:

You'll receive an e-mail notification when our investigation is complete or if additional information is required. All e-mail notifications related to your A-to-z Guarantee Refund request are also available in your Message Centre.

Missing supporting evidence may result in a denial of your appeal – Ensure to collect all evidence before your appeal submission.

Visit Processing Time of an A-to-z Guarantee Refund to see how long it usually takes to investigate and process requests.