Greetings everyone,

On the 3rd of June, a customer opened an A to Z guarantee claim about his package. The tracking was showing the parcel was delivered 2 days before the expected delivery date. I inquired about it from the logistics company and they replied that the parcel was properly delivered to the same address which was given by the buyer. This was my first A to Z guarantee claim and I opened a case and provided all the information to the Amazon support team.

They said:

Why is this happening?

The customer reported an issue with delivery. In this case, the tracking information indicates 'delivered', but the customer did not receive the package. Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate.

I was ok with this because it didn't affect my account but today when I opened my account it said that my account is at the risk of deactivation because the ODR is 2.47 and the limit is 1. As a new seller, I don't get enough orders and it is 2.47% of my all orders. All my other matrices are perfect. Can someone please tell me how can i fix this issue? The parcel was delivered, but I lost my product which was worth 89 pounds and this is affecting my account too.

Thank You

Hello everyone, for my order #026-9862238-4269947.

On April 5th our customer withdrew the A-Claim, and we received Amazon's mail on April 5: we have closed the Amazon Marketplace Guarantee claim for order 026-9862238-4269947 in the amount of £62.22 because the buyer withdrew the claim.

We checked the order page this claim is closed And this customer would like a product replacement so we do so.

But on April 10th he changed his mind and would like a refund so we canceled the shipment and refunded him full payment.

However, on April 10th we received a mail stating that the claim was recalculated into the defect rate. The email stated: "we have closed the Amazon Marketplace Guarantee claim for order 026-9862238-4269947 in the amount of £62.22 because you have issued a refund to the buyer. You don't need to take any action at this time, but we've factored the claim into your order's defect rate."

And after we appealed, the claim was still included in the order defect rate, which we thought was unreasonable.

That's too strange that our customer already withdrew the AZ claim and we received a confirming mail from Amazon saying it's withdrawn successfully. But now this claim still influences our ODR Rate.

Is it a technology BUG?? We appealed but no-one cared about detail and just ignored it.

I'm looking for guidance on how to resolve this discrepancy so that I can get a fair assessment of my performance.

Any insights or suggestions are appreciated.

Hi

I'm a new Seller and I've just received an email from Amazon saying my "Invoice default rate" is 100% as I have sold a book to a Business Customer and haven't produced an invoice within a day. I have let Amazon know I'm not VAT registered and they will now produce a receipt each time a business customer orders.

The business customer that ordered the book before I enrolled in the automated receipt, should I create a receipt manually for that particular customer or will Amazon now send them a receipt?

Any help will be much appreciated

Thank You Eddie