Urgent Assistance: A-to-Z Claim – Lost Return, ODR Impact & No Available Recovery Path
Hello Amazon Team,
I would appreciate assistance regarding A-to-Z Claim Order 026-1136319-4342761. We are not disputing the customer's refund and are not requesting a further review of the customer's entitlement to a refund. Our concern is the seller liability and ODR impact associated with this claim.
Summary:
- Customer opened a return and later advised that the parcel appeared to be lost in transit.
- The returned item was never received by the seller.
- Amazon's original A-to-Z decision stated that the return was lost or misplaced in transit and advised the seller to file a claim with the carrier.
- We followed Amazon's guidance and contacted the carrier; however, the carrier confirmed that only the sender can investigate or submit a claim. As we are not the sender of the return shipment, the recovery route suggested in the A-to-Z decision is unavailable to us.
- The appeal was denied, with Amazon again stating that the return was lost in transit due to no tracking updates after 30 April.
- The claim has now been counted against ODR (with notification of "at risk of deactivation") despite the original decision stating it would not impact ODR.
Our concern is that the seller has been left with neither the returned inventory nor a viable recovery path. Amazon's original decision stated that the return was lost or misplaced in transit, and the appeal response stated that the return was lost in transit due to no tracking updates after 30 April. Despite this, the seller remains financially liable and the claim is now impacting ODR.
Please review this case and advise:
- Why the seller remains financially liable when the return was never received and the carrier confirms the seller cannot submit a claim.
- Why the claim is now impacting ODR when the original decision stated it would not.
- What recovery mechanism is available to the seller where the carrier confirms only the sender can investigate or submit a claim.
Any assistance would be greatly appreciated.
Thank you.
Urgent Assistance: A-to-Z Claim – Lost Return, ODR Impact & No Available Recovery Path
Hello Amazon Team,
I would appreciate assistance regarding A-to-Z Claim Order 026-1136319-4342761. We are not disputing the customer's refund and are not requesting a further review of the customer's entitlement to a refund. Our concern is the seller liability and ODR impact associated with this claim.
Summary:
- Customer opened a return and later advised that the parcel appeared to be lost in transit.
- The returned item was never received by the seller.
- Amazon's original A-to-Z decision stated that the return was lost or misplaced in transit and advised the seller to file a claim with the carrier.
- We followed Amazon's guidance and contacted the carrier; however, the carrier confirmed that only the sender can investigate or submit a claim. As we are not the sender of the return shipment, the recovery route suggested in the A-to-Z decision is unavailable to us.
- The appeal was denied, with Amazon again stating that the return was lost in transit due to no tracking updates after 30 April.
- The claim has now been counted against ODR (with notification of "at risk of deactivation") despite the original decision stating it would not impact ODR.
Our concern is that the seller has been left with neither the returned inventory nor a viable recovery path. Amazon's original decision stated that the return was lost or misplaced in transit, and the appeal response stated that the return was lost in transit due to no tracking updates after 30 April. Despite this, the seller remains financially liable and the claim is now impacting ODR.
Please review this case and advise:
- Why the seller remains financially liable when the return was never received and the carrier confirms the seller cannot submit a claim.
- Why the claim is now impacting ODR when the original decision stated it would not.
- What recovery mechanism is available to the seller where the carrier confirms only the sender can investigate or submit a claim.
Any assistance would be greatly appreciated.
Thank you.
13 replies
Seller_0XWc3TbYeT9US
Quick question for clarity on your position: Was the return organised and paid for by the customer or was it returned on an Amazon return label?
Seller_IQo80d99W2DzP
Amazon basically say it is the Seller to claim from the courier (Evri/RM).
Evri are a pain, you have to keep nagging them, phone them, eventually, they may pay £20 as long as the item was 1st scanned. Usually £50 of time wasted to get £20 back is the issue.
You can ask Amazon not to issue any pre-paid return postage labels to Buyers (except for SFP).
Then you must issue a label yourself within 48 hours of each return request.
I would Tag a MOD, hopfully, they can resolve the defect agaunst you, as that should not be the case if not showing before the Appeal.
Aria_Amazon
Hello @Seller_exWMdCdbEu167,
I took a look at your claim and you did follow the process. The item was handed to Evri (the carrier) on April 30th, but it never made it to you.
Here's what I'd recommend: file a claim directly with Evri for the lost shipment using tracking number. They're responsible for investigating what happened to the package while it was in their network and should be able to help with recovery or compensation.
Let me know how it goes and we can explore what further options are available.
-Aria
