Hi everyone,

I wanted to share an issue we had recently with an A-to-Z claim, hoping that a moderator might see this and help us fix the situation.

We had a customer who ordered blackout curtains (Order ID: 701-6247684-7465004). The package was delivered with UPS, and we even have visual proof of delivery. The customer later admitted they received the package, but claimed one item was missing.

Despite this, the A-to-Z claim was opened under the reason “Package did not arrive” and Amazon granted a full refund of CAD 339.44. This also added a hit to our Order Defect Rate (ODR).

Here’s why we believe this is really unfair:

• The buyer confirmed they received the package, so it’s clearly not a case of non-delivery.

• The delivery was on time, even earlier than Amazon’s estimated delivery window.

• We have visual proof from UPS showing the package was delivered.

• We were not contacted by Amazon before the decision was made.

• This is not a delivery issue, it was more like a return/missing item issue — completely different from “not received”.

This one claim is now affecting our ODR, and we feel really let down. As small sellers, we try our best to provide good service, but it’s very discouraging when these kinds of claims are granted unfairly.

We’ve already submitted a formal appeal through Seller Central, but unfortunately, we haven’t received any proper response.

Can a moderator please look into this? We just want the claim reviewed properly and the ODR impact removed, as this was clearly not a case of non-delivery.

Thanks a lot for your time and support!

Best regards,