Processing Time of an A-to-z Guarantee Refund

To check if you're eligible to request a refund under this guarantee, go to What is the A-to-z Guarantee?

The following time frames for processing your request will apply:

• After the initial submission of your A-to-z Guarantee refund request, you should hear back from us within 7 days. You can add more details or attachments to your request. Go to Request an A-to-z Guarantee Refund for more information.
• If we ask you for additional information / documents to investigate your case, reply within 72 hours of receiving the request to avoid that your request is temporarily placed on hold without taking further action. However, you will still have 30 days from the date your request is placed on hold to reopen the request and provide additional information that allows us to make a decision. You will usually hear back from us within 7 days after you have added more details. Go to Update or Upload Files to an A-to-z Guarantee Refund for more information.
• After an appeal submission it usually takes up to 7 days to review and provide you with notice of the decision. If you want to add more details to your request, go to Appeal a Denied A-to-z Guarantee Refund.
• If you requested to reverse the refund after it has been granted, your refund will be charged back once the cancellation is processed. It usually takes 3-5 business days and you will receive an email notification.

If your claim is approved, you'll receive an email notification once our investigation is complete. You can see the refund in your bank account or credit card statement within 7 business days after the refund is issued.

If your claim is denied, you can submit an appeal within 30 days of the decision by providing additional information or evidence on the order.