Hi everyone,

I’m hoping someone can help or offer guidance, as I’m stuck in a loop between Account Health and Seller Support.

I recently had an order where I used Amazon Buy Shipping, shipped on time, and followed all Amazon policies. The courier later reported that they couldn’t access the buyer’s address — it appeared to be a farm road with a locked fence.

I contacted the buyer to ask for access instructions, but there was no response. The parcel was never returned to me, and the buyer eventually raised an A-to-Z claim.

I asked the buyer to wait a bit longer as I had already contacted the courier to attempt a redelivery, but unfortunately, they still couldn’t deliver.

Later, the buyer reached out again asking for help, and as a goodwill gesture, I decided to refund them directly while also submitting a claim with the courier to try to recover my losses.

Even though I did everything correctly under Amazon’s policies and used Buy Shipping (which should protect me from ODR impact), Amazon closed the A-to-Z claim in the buyer’s favour and still counted it against my Order Defect Rate (ODR).

My account is now showing as “At Risk”, and every time I contact support:

Account Health tells me to contact Seller Support.

Seller Support tells me to contact Account Health or says they can’t provide details because the A-to-Z is closed.

I’m not trying to appeal the A-to-Z decision, I simply want help to remove the ODR impact since this situation clearly met the Buy Shipping protection criteria.

Has anyone else dealt with this before, or can any Amazon representatives here advise how to get the defect reviewed and removed?

i have seen a dip in sales and impressions since this was put on my account so i believe this is affecting the SEO negatively as well .

Thanks in advance.