Hi. I had a Buyer open an A-Z Claim on a Item she refused to accept.

Item was an Amazon Label and dispatched on time. Initially ODR Affected was No, I appealed as the item was been rejected delivery by the buyer as it was claimed was damaged. I ovbiosuly appealed this and now my ODR has been affected? Why has this changed?

Can anyone Help? Cant re-appeal and no one from seller support will help.

Hi,

We have just had an A-Z claim for an order that was shipped using Amazon's Buy Shipping and as per Amazon Shipping Policy - "A-to-z Guarantee claims: If you purchase Amazon's Buy Shipping and ship on time, you are protected against a-to-z claims where a customer reports problems with delivery. Those claims will not affect your Order Defect Rate but you are still responsible for the financial loss of these claims."

We've had this before and appealed the decision saying this should not have affected our ODR as per Amazon's shipping policy. I even included the text where it states that, but have just received an email that the appeal was denied.

We've had this before a couple of times and usually Amazon changes the ODR affected to NO, but this time they just denied this. Can any mod here help us? The order in question is 205-2972702-2321158

Thank you!

Hello All, @IMKRC, @The_Whistling_Wren, @IDProductsUK, @Revolution_T_Shi_609, @TigerMill_Publishing, @Millhouseprints, @TheRetroSpecialists,

I’m reaching out to experienced sellers and moderators for advice on managing A-Z claims and ODR (Order Defect Rate).

Here’s the situation:

I dispatched an order via PF48 & tracking updated as soon as order dispatched , and after two failed delivery attempts, the driver took the parcel to a local Post Office for the addressee to collect. I received an email from the customer stating they hadn’t received the item.

In response, I advised them to collect it from the Post Office or arrange redelivery with Parcelforce. I also assured them that if the parcel wasn’t collected and was returned to us, we’d issue a refund at that point.

However, despite this, I’ve now received an A-Z claim, which Amazon refunded, negatively impacting our account metrics. The parcel is still waiting for collection at the Post Office, but I’m unsure how to prevent these situations in the future.

My questions:

Do you refund as soon as the customer claims non-receipt, even if tracking shows the parcel is awaiting collection from local post office ?

How do you handle A-Z claims in similar cases to avoid account performance issues?

Should I preemptively refund orders where customers report non-receipt before an A-Z claim is filed, even if tracking supports our case?

I currently have a few similar situations where parcels are awaiting collection, and I’m unsure how to proceed. Any advice or best practices would be greatly appreciated.

Thank you in advance!

Kind regards,

Smart Fashion