Hello fellow sellers,

I would like to share a situation that I believe is extremely unfair and ask whether anyone else has experienced something similar.

A customer purchased a sweatshirt from our store. A few days later, she contacted us through Buyer-Seller Messaging claiming that the item had not arrived.

We responded promptly, providing the tracking number and direct tracking links. Tracking showed the package had been successfully delivered.

After that, the customer stopped responding for several weeks. We assumed the matter had been resolved.

Almost a month later, the customer suddenly filed an A-to-Z claim. However, the basis of her complaint was not that we shipped the wrong item.

Instead, she claimed that Amazon had allegedly changed her order after purchase.

According to the customer, she believed she had originally ordered a raglan-sleeve sweatshirt but received a regular-sleeve sweatshirt. In her claim statement, she repeatedly accused Amazon's system of modifying customer orders and even mentioned that she had searched online and found other consumers making similar accusations.

In other words, her complaint was directed at Amazon's platform and order management system—not at the seller.

During the A-to-Z investigation, we submitted:

• Screenshots of the order details showing exactly what was ordered through Amazon's system.

• Screenshots of the buyer-seller messages.

• Tracking information confirming successful delivery.

• An explanation that the customer was challenging Amazon's order records rather than alleging any seller fulfillment error.

Despite this, Amazon granted the claim, refunded the customer, and impacted our Order Defect Rate (ODR).

What makes this particularly frustrating is that:

We shipped exactly the item shown in the Amazon order.

We had no ability to modify the customer's order.

The customer's own statements focused on alleged issues with Amazon's system.

No evidence was provided that we shipped a different product than the one listed in the order details.

The customer initially contacted us about non-delivery and only later changed the complaint to "different item than ordered."

We opened a case with Seller Support requesting a review of the decision and the ODR impact. The case was transferred internally but ultimately denied, with Amazon simply stating that the original decision would stand.

My question to the community is:

How can a seller be held responsible—and receive an ODR defect—for a claim whose central argument is that Amazon itself allegedly altered the customer's order?

Has anyone successfully appealed a similar situation, especially when the buyer's complaint was directed at Amazon rather than seller performance?

Any guidance or experiences would be greatly appreciated.

Thank you.