Update or Upload Files to an A-to-z Guarantee Refund
In Your Orders, you can see the latest status of your refund request and also find an upload function to submit supporting attachments as evidence with additional information.
To add more details or upload attachments to support the investigation of your A-to-z Guarantee, select Problem with order next to the relevant order and navigate to Refund request status. Go to
You can submit files with a max. 20 MB size in following format: PDF, JPG, JPEG, PNG.
You'll receive an e-mail notification when our investigation is complete.
If additional information is needed, our A-to-z Guarantee team will inform you via e-mail. Provide the requested information within 72 hours of receiving this communication 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.
For some claims, we may ask that you provide files directly to the seller through the Buyer Seller Messaging Service.
All e-mail notifications related to your A-to-z Guarantee Refund request are also available in your Message Centre.
