This is a conversation between myself & an Amazon agent today regarding two A-Z claims in favour of the buyer, both had basic tracking i.e. date & time of delivery & GPS pin.

Both Orders are marked for ODR as they have A-Z claims.

The order defect rate (ODR) is a key measure of your ability to provide a good customer experience. ODR represents the percentage of orders with one or more indicators of poor customer service during a given 60-day time period. The following are the three components of ODR:

Negative Feedback Rate

A-to-z Guarantee Claim Rate

Credit Card Chargeback Rate

Also Buying labels through Amazon Buy shipping does not prevent your Order from being marked on ODR.

Since both these Orders are marked for A-Z claims, they cannot be removed from Order defect rate.

We request your understanding on the above.

I am sure I have read somewhere that sellers ODR is not impacted when using "Buy Shipping" all of my Amazon orders have the postage bought through the buy shipping labels.

So does anyone know the truth? & if we are protected then how the hell do we get these overturned.

Thanks in Advance.

Ed

Please could someone take a look at order 205-0868162-0390719

Buyer opened a-z as item was not delivered, Amazon refunded the buyer but has impacted our ODR, we sent appeal highlighting ODR is protected when purchasing shipping with Amazon Buy Shipping but it was rejected.

Kind regardsStuart

Hi@Seller_Huz6FT08OxHAR @Seller_Udi0JNbTrsmUV @Seller_z3k8APxGfbQEK

We shipped this order using buy shipping 202-0547423-2414755 and the customer filed an AtoZ claim as it did not arrive. We're happy to refund them but as we used Buy Shipping this should not count as an ODR defect. We appealed this - Appeal by: Jan 16 which was rejected.

To quote Amazon's policy . . . . Amazon Buy Shipping Policy states the following: A-to-z Guarantee claims: If you purchase Amazon’s Buy Shipping and dispatch 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.

Can you amend this so our ODR is not impacted? Really appreciate your help !