Most Amazon.ca disputes are really disputes with a third-party seller, and Amazon's own tools are built around that fact. The sequence matters: contact the seller, give them time, then bring Amazon in through its A-to-z Guarantee. Skipping the first step is the usual reason claims are closed.
Who actually sold you the item?
Open the order and look for "Sold by". If it says Amazon, your complaint goes to Amazon customer service. If another company is named, that company owes you the refund or the replacement, and Amazon steps in only if the seller fails.
| Situation | Where to go |
|---|---|
| Sold by a third party | Your Orders, the order, then Contact seller |
| Sold or fulfilled by Amazon | Help, then Contact us (chat or call back) |
| Seller did not resolve it | A-to-z Guarantee claim |
Give the seller a fair chance, in writing
Message the seller through Amazon's system so the conversation is stored. Allow about two days for a reply before escalating. Save screenshots of the order page, the tracking history and each message, because Amazon reviews that record when it decides a claim. Messages sent outside Amazon do not count.
The A-to-z Guarantee, explained
The A-to-z Guarantee covers goods that never arrive or are not as described when bought from a third-party seller. In Canada, Amazon has extended it to cover property damage and personal injury caused by a defective product bought on Amazon.ca. File the claim from your order page after the seller has had its chance. State the facts, attach photos and say what outcome you want. Deadlines for claims have varied over time, so check the current Help page for the window that applies to your order.
If Amazon closes the claim
- Reply on the claim to request a review and add any missing evidence.
- Credit card payers can ask their issuer for a chargeback (how it works).
- Ontario's Consumer Protection Act, 2002 has rules for internet purchases, including cancellation rights when goods are not delivered on time. Consumer Protection Ontario is at 1-800-889-9768.
- Small Claims Court for larger sums (guide).
Protecting yourself on the next order
Photograph packages on delivery, pay by credit card, and check seller ratings and location before checking out. A seller with a short history and prices far below the rest is a risk worth avoiding.
Tell Asya what arrived (or did not) and get an Amazon.ca claim written for you.
Draft My Amazon Claim →Frequently Asked
How do I contact Amazon.ca customer service?
Sign in, go to Help, then Contact us. You can choose chat or ask Amazon to call you back.
When can I use the A-to-z Guarantee?
When you bought from a third-party seller and the seller did not solve the problem after you contacted them, for example an item that never arrived or was not as described.
A defective product damaged my property. Is that covered?
In Canada the A-to-z Guarantee also covers property damage and personal injury caused by a defective product bought on Amazon.ca. Contact Amazon customer service to file.
Amazon closed my claim. What next?
Ask for a review, then consider a chargeback if you paid by credit card, a complaint to your provincial consumer office, or Small Claims Court.
Unsafe or counterfeit products
A product that looks fake, overheats or injures someone is a safety matter as well as a refund problem. Stop using it, keep the packaging, report it to Amazon through your order page, and tell Health Canada through its consumer product incident reporting. Photos of the item, the listing and any labels help both.
Sources & Verification
The Guarantee details come from Amazon's own announcement for Canada.
ComplaintCA is not affiliated with Amazon. Claim windows and menu labels change, so confirm them in your Amazon account. General information only.