Hello Amazon Community Team,
I am a seller on Amazon, and I am reaching out regarding a serious concern about account health of Zeyel777 Store. My Order Defect Rate (ODR) has increased significantly due to two recent A-to-Z Guarantee claims — both of which I believe were handled appropriately from my side.
In both cases (702-2337356-7737818 and 702-0399563-0433848):
- The customers requested returns.
- I accepted the returns promptly and provided prepaid return labels.
- Even though the items were never returned to my warehouse, I issued full refunds proactively to ensure customer satisfaction.
Despite this, both claims were granted in favor of the buyers and counted negatively against my ODR. As a result, my account health is now at risk, and my ability to sell is severely affected — even though I followed Amazon’s policies and acted in good faith.
I kindly ask:
- For Amazon to review this process more fairly in such cases.
- That resolved issues where a refund is issued without item return be evaluated with nuance.
- That these A-to-Z cases not impact ODR when the seller takes all proper steps.
This is not only discouraging but also feels unjust as a professional seller committed to Amazon’s customer service standards.
@Xander_Amazon, @Joey_Amazon, @Seller_JT2cdQLa0Oueg Your guidance or escalation would be greatly appreciated.
Thank you for your time and support.
Best regards,
Zeyel777
