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A-Z Claims and ODR
Hi,
I am having few issues with A-Z and inconstancy within the appeal process.
I have a number of cases which have not gone our way.
Items have been delivered with tracking but the customer has said it has not arrived, the customer has had a full refund and we have had to pay it and they have counted it against our ODR.
We have appeal these but with the same response, we have decided to uphold our original decision.
I understand not everything is black and white but when this affect our business on a daily basis i feel we should be able to bring this up with a person who can read between the lines and see what is happening.
I hope someone can help with this challenging amazon situation and help restore our ODR.
Thanks
George
11 replies
Seller_ZJhFeE3tNKzfh
We find A-Z claims a complete lottery. Providing the same level of proof of delivery, we mostly lose and are hit for the refund and ODR, but in some instances, amazon will cover the refund and not hit our ODR.
Makes no sense. Folks here have complained for years, but amazon simply don't look like changing the system.
Your best bets with appeals - you are more likely to win if you have a signature, and you should at least be covered for ODR defects if you use Buy Shipping.
Seller_d8YGbIjNqwFxn
You should be but I buy letter post through Amazon and for the first time today they have said I can't have the ODR removed.
Normally the ODR gets overturned on appeal but not this time.
Why the ODR removal can't be automatic I will never understand.
Seller_0BTOhR5xfjfUq
We've experienced similar issues, but appeals have mostly been successful. It is a bit random though as the A-Z team at Amazon don't seem to acknowledge tracking information at times.
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