Please can a mod look at the following order numbers

203-3781824-1520356

026-5900091-6210767

I started using buy shipping as I understood that if buy shipping is used then a-z claims will not affect ODR metric score.

I reached out to seller support but they told me they weren't aware of the buy shipping health protection.

Thanks.

@Seller_rX0LOsTSK2Zer@Seller_TSXM2A5nxWSuH

Please could you help with our issue? We have been trying to go through seller support, but they don't seem to understand what we are saying.

We buy all our shipping through Amazon Buy Shipping, which is supposed to protect us from impacting our order defect rate when Royal Mail do not deliver an item.

Amazon's own policy is as follows: 'f you purchase Amazon's Buy Shipping and ship 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'

Unfortunately this has never happened and always counts against our ODR. It is now so bad that our account is at risk of deactivation as our ODR has gone over 1%.

Please could these be looked into and removed from our ODR to get our account back in good standing?

The orders are as follows

205-3241053-2029169

026-7732919-7137965

203-5231427-3754765

204-2294603-2881148

206-0224165-9190746

204-4694976-7207555

206-8534741-0857919

204-5321913-9813929

203-9413033-8076300

Many thanks in advance for your help.

I am now finding out that A-Z Guarantees raised by customers impact your ODR rate when Amazon Policy states it shouldn't if using Amazon Buy Shipping.

I know i should refund if a CRL large letter isn't scanned by Royal Mail but can't see the benefit in using Amazon Buy Shipping going forward if ODR rate is impacted.

I have appealed these decisions but the bots or whoever reads the A-Z guarantee appeals don't seem to know their own policy even when it's quoted. Before December my appeals were successful.

Link to Policy: https://sellercentral.amazon.co.uk/help/hub/reference/G200202220

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.

Is anybody still having any luck in appealing when it impacts ODR?

Can anybody say why we should use Amazon Buy Shipping if the policy is being ignored?

If reading this post, please can the Amazon moderators review this.

@Sarah_Amzn, @Roberto_Amazon, @Julia_Amzn