Package deliverd to customer month ago and now (Amazon give package maybe lost) option and customer was refunded and over ODR impacted
@Sakura_Amazon_ _ @Sarah_Amzn @Julia_Amzn @Spencer_Amazon @Winston_Amazon Need your help guys.
Hello everyone,
I’d like to raise a serious concern regarding our large-item shipments. As our products are bulky, the shipping cost often exceeds the value of the item itself. To manage this efficiently, we partnered with a trusted private courier that offers live tracking and meets Amazon’s allowance for private or in-house couriers.
However, despite uploading tracking information, Amazon frequently displays an "Item may be lost" message to customers after 10–15 days. This results in customers filing A-to-Z claims, which are being approved—even in cases where we have provided photo evidence clearly showing the customer accepting delivery.
This is impacting us significantly:
We are losing the item,
Losing the payment,
Losing our account health (ODR),
And wasting time and effort trying to resolve these unfair claims.
We have multiple order IDs and supporting documentation proving delivery to the correct address, with evidence. But unfortunately, our input doesn't seem to be considered.
We kindly ask for your support in addressing this issue and ensuring sellers are treated fairly when valid proof of delivery is available.
Kind regards,
Anthony Blake
Package deliverd to customer month ago and now (Amazon give package maybe lost) option and customer was refunded and over ODR impacted
@Sakura_Amazon_ _ @Sarah_Amzn @Julia_Amzn @Spencer_Amazon @Winston_Amazon Need your help guys.
Hello everyone,
I’d like to raise a serious concern regarding our large-item shipments. As our products are bulky, the shipping cost often exceeds the value of the item itself. To manage this efficiently, we partnered with a trusted private courier that offers live tracking and meets Amazon’s allowance for private or in-house couriers.
However, despite uploading tracking information, Amazon frequently displays an "Item may be lost" message to customers after 10–15 days. This results in customers filing A-to-Z claims, which are being approved—even in cases where we have provided photo evidence clearly showing the customer accepting delivery.
This is impacting us significantly:
We are losing the item,
Losing the payment,
Losing our account health (ODR),
And wasting time and effort trying to resolve these unfair claims.
We have multiple order IDs and supporting documentation proving delivery to the correct address, with evidence. But unfortunately, our input doesn't seem to be considered.
We kindly ask for your support in addressing this issue and ensuring sellers are treated fairly when valid proof of delivery is available.
Kind regards,
Anthony Blake
20 replies
Sakura_Amazon_
Hello @Seller_vf7d0eq5mZhGu,
I would need more information here to better understand the situation.
- Are you using the integrated carrier?
- What kind of delivery evidence can you provide using this carrier?
- Did you appeal to those A-Z claims, and what was the result?
Regards,
Sakura
Sakura_Amazon_
@Seller_vf7d0eq5mZhGu,
I got a final reply regarding the second order (202-7199792-2193925). The Team reversed their decision and you should be reimbursed, and the ODR impact will also be removed. The changes should reflect within the next 48 hours. ✨
So both of the orders should be resolved now :)
Regards,
Sakura
Seller_vf7d0eq5mZhGu
@Sakura_Amazon_
There have been 7 similar cases in the last two months, and I require your assistance once more as there is a banner on my account indicating a risk of deactivation due to ODR. The orders listed below have all been delivered, yet customers have requested refund through A-Z claims, resulting in a loss of £1,089.94 without the return of the items, which has also negatively affected our ODR.
We possess photographic evidence of all deliveries as proof.
Order ID: # 202-7443267-0633950
Order ID: # 206-2210002-6839537
Order ID: 206-9306982-0315526
Order ID: # 026-6470374-4921118
Order ID: # 203-3594194-2070722
Order ID: # 204-2479353-9633129
Order ID: # 202-7443267-0633950
Please take the necessary actions!
Thank you.
Anthony.
Sakura_Amazon_
@Seller_vf7d0eq5mZhGu,
I've reviewed all the orders you shared:
Order ID: #202-7443267-0633950
Order ID: #026-6470374-4921118
Order ID: #203-3594194-2070722
Order ID: #204-2479353-9633129
- The tracking information shows delivery was made after the maximum delivery time, which likely explains the A-Z claim decisions.
Order ID: #206-9306982-0315526
- A-Z Team didn't receive your response within required 72 hours. Per policy, claims may be granted to customer when responses aren't received within this timeframe.
Order ID: #206-2210002-6839537
- I've contacted the Partner Team for review and will update you on their response.
Moving forward, please ensure you respond promptly to A-Z claim information requests and verify deliveries occur within maximum delivery dates.
Regards,
Sakura
Seller_RguKGMHvWFmo3
Should Sellers have to go to such extraordinary efforts to get someone to look at A to Z in a fair and decent manner??
Literally it seems Amazon just does not want Small Business Sellers anymore. I've got many A to Z in last 2 months, all had been delivered with tracking.
Seller_vf7d0eq5mZhGu
@Sakura_Amazon_ any update on this? I am waiting on your response.
Seller_vf7d0eq5mZhGu
Dear @Sakura_Amazon_
Thank you for reviewing the orders and for clarifying the reasons behind the A-Z claim decisions. We will ensure to respond promptly to all future A-Z requests and to closely monitor deliveries so they fall within the maximum delivery dates.
I appreciate your support and will await your update regarding Order ID: #206-2210002-6839537.
Kind regards,
Anthony
