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ODR Wrongly Being Affected By A-Z Claims When Using Amazon Buy Shipping
@Maya_Amazon@Winston_Amazon
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.
16 replies
Jona_Amazon
Hi @Seller_3zNrC2YkBNDQy,
I am Jona from Amazon.
Thanks for bringing this matter to the Forums and for sharing the affected Order IDs.
As you said that you have contacted seller support already, could you also share the Case ID, please?
Best,
Jona
Jona_Amazon
Hi @Seller_3zNrC2YkBNDQy,
I got another message from the partner team.
I was informed today that it looks like that for the order 205-3241053-2029169 buy shipping was not used. If you are sure you have used buy shipping for this particular order, I would recommend reaching out to seller support, so they can check the details. Feel free to share the Case ID with me afterwards.
For the rest of the orders, please follow the instructions from my previous post.
Keep me updated about your cases!
Best,
Jona
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