AtoZ appeal rejection / ODR still affected using buy shipping
Hi@Sarah_Amzn @Roberto_Amazon @Julia_Amzn
We shipped this order using buy shipping 202-0547423-2414755 and the customer filed an AtoZ claim as it did not arrive. We're happy to refund them but as we used Buy Shipping this should not count as an ODR defect. We appealed this - Appeal by: Jan 16 which was rejected.
To quote Amazon's policy . . . . Amazon Buy Shipping Policy states the following: A-to-z Guarantee claims: If you purchase Amazon’s Buy Shipping and dispatch 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.
Can you amend this so our ODR is not impacted? Really appreciate your help !
9 replies
Seller_ZVAz3d5lZuGid
They really need to get this sorted out as there have been many forum threads and posts where sellers have had their ODR affected, and it is we who have to jump through the hoops to get the issue resolved. Hopefully the forum mods you have tagged will escalate this and to the 'relevant team' !!, so it is not always us who has to waste time to get a resolution.
Seller_PU8ypkNZEJU9p
Having the same issue. I am at 3% ODR and account at risk of deactivation had to a training programme this morning. Its frustrating coz buyers are opening A-Z without even messaging us for help and it's going straight in their favour with me having no idea why. Even with Amazon Labels (EasyShip) its not being successful
Seller_tIxmXsqZeXpx5
If you raise a support case you should find it will be rectified. i have had appeals turned down, emails to Managing Director unanswered (apart from standard 2 days response bounce back email) but have always found the support team actually suportive in getting this resolved on an indvidual order basis.
Seller_6HXPDZ2n6YG3n
Sent to appeal team this they will remove it
Hello
This A-Z claim should not affect my ODR (Order Defect Rate) as I purchased Amazon's Buy Shipping for it and it was also shipped on time, and your own policy (https://sellercentral.amazon.co.uk/help/hub/reference/G200202220?locale=en_GB) clearly states: ''If 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.''
I'm fine with covering the financial part but my ODR should absolutely should not be affected at all by this A-Z Claim and hence I expect the decision for this claim to affect my ODR to be reversed asap, otherwise you guys would be breaching your own policy and this would be incredibly unfair on the seller (me)..
Yours sincerely;
Ezra_Amazon
Hi @Seller_RRpFRz9rypcNA,
Thanks for reaching out, and sorry for the delayed response. I contacted our partner team to review the case and they've decided to remove the ODR impact for this order. The changes should be reflected in your metrics within the next 48 hours.
Would you mind checking and letting me know once you see the update?
Thanks, Ezra
Seller_RguKGMHvWFmo3
Same issue here.
Appealed, same issue probably because its being done by robots and not humans.
Then you go to Managingdirector@amazon.co.uk who have even stopped responding.
Come on Amazon, are you trying to kill your business and everyone elses??
