@Seller_sSkzzHms7Kxs6

Hi Jona,

Can you please escalate the following? I have already appealed and been rejected. I also escalated to the MD email but received no reply.

Many Thanks, Darren.

Please check the following orders for which the A-Z defect has been incorrectly added to my account. The postage for these orders was purchased via Amazons Buy Shipping and shipped on time.

203-4018234-8283507

026-0451491-7804339

205-3456582-9678753

As per your own policy on A-to-z Guarantee claims : "If you purchase Amazons 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." (See https://sellercentral.amazon.co.uk/help/hub/reference/G200202220)

I purchased Amazons Buy Shipping and shipped on time. Therefore these order should not affect my ODR. Please strike the defects from my seller account.

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

Hello,

I am just after some advice regarding an A-Z claim I have received on an order which was sent via Amazon shipping.

The tracking for the item says that the parcel was delivered but I know from personal experience that means very little. I have had ''delivered'' items dumped on my front doorstep in full view of anyone walking past and even deliveries ''handed to resident'' which were left outside.

I created a case to raise the issue with seller support who have been of no help whatsoever and told me that because the item was marked as delivered they will not issue a reimbursement. My only problem is that I fully expect them to refund the customer now an A-Z claim has been opened meaning I will be the one out of pocket.

Surely Amazon can't refund the customer for INR and refuse a reimbursement because they claim the item was delivered.

Has anyone had any similar experiences?

Thank you

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