Hello Amazon Seller Community and Support Team,
I hope you're all doing well. I’m reaching out for guidance regarding an A-to-Z claim that has negatively impacted my account health, Featured Offer percentage, and advertising campaigns. Despite providing clear evidence and maintaining communication with the buyer, Amazon approved the claim, increasing my Order Defect Rate (ODR) and causing significant disruptions to my business. I’d appreciate any advice from fellow sellers or support on how to resolve this issue.
Order Details:
Order ID: 111-7348346-9864266
Product Name: Yapai 3-in-1 Flip Top Vanity Desk with Mirror and Lights, Modern Small Compact Makeup Vanity Set with Desk and Chair (2 Units)
ASIN: B0F241KDLJ
Claim Amount: $320
Situation Overview:
The buyer initially claimed they did not receive the product. Upon checking, I confirmed the delivery address with them and ensured the packages were shipped correctly. The carrier provided proof of delivery (photos and tracking), showing the items were delivered to the address provided by the buyer. However, the buyer insisted that the delivery photo did not match their door and proceeded to file an A-to-Z claim.
Despite submitting evidence (delivery confirmation, tracking details, and communication with the buyer), Amazon still granted the claim in the buyer’s favor.
Unfair Decision & Impact:
Increased ODR: This unjust claim has raised my Order Defect Rate, harming my account health.
Loss of Featured Offer %: My product visibility has dropped significantly.
Ads Disabled: Amazon automatically paused all my advertising campaigns, leading to a drastic decline in sales.
Why This Is Unfair:
The product was delivered to the exact address confirmed by the buyer.
Amazon’s decision disregards valid proof of delivery.
The financial and reputational damage is severe despite following proper procedures.
Request for Advice & Support:
Has anyone faced a similar situation? If so, how did you resolve it? Should I appeal this decision further? Any guidance from Amazon Support on reinstating my ads and improving account health would be greatly appreciated.
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