A-to-Z department is asleep at the wheel - back to back claims impacting ODR unfairly.

Order 114-6769280-9598648

Customer opened an A-to-Z claim on this order after opening a return and before the item had been delivered to us to process the return. In response to the A-to-Z claim we posted the items return tracking details showing it still in possession of the courier and explained that we would handle the return as soon as our item was in our possession.

The item was delivered to us later that same day, and we immediately processed the refund in full. We emailed the customer to inform them that the delay in their refund they had opened the case in regard to was because of the customer sitting on the product for 18 days before shipping it back and that their refund had been processed.

The ODR was left against our account, and we appealed the decision explaining again that we could not refund an item that was not returned to us until it was in our possession, and pointed out that we had processed the refund immediately after receiving the item, which went under review and the ODR was left against us.

I contacted seller support to try and understand why this ODR had been counted against us and was directed to the amazon page regarding A-to-Z policy handling, which has no helpful information about what standards of evidence should be included to defend against the ODR.

Why is amazon letting customers open A-to-Z claims on returns that haven't even been returned yet, in cases where customers don't even attempt to make contact with us before filing these claims?

This is the second case this month where we have processed the return correctly and still been impacted with an ODR, and escalating the cases goes nowhere. Meanwhile amazon keeps emailing me asking if I want to enroll in FBM customer service by amazon, which surprise surprise, will defend your account from all A-to-Z claims. Very interesting.

If a mod would look into this case and help illuminate why this A-to-Z was left marked against us for future reference it would be very helpful to understand as a seller how to properly defend these claims.