Getting ODR removed from A to Z Claims
I'm sick of Amazon punishing our ODR with every A to Z case this time of year. We buy all our shipping through Amazon, and have Royal Mail collect every day, including Saturday and Sunday this xmas. I would like a mod to help me with this, as we have closed our store for the last two weeks due to the slow post this time of year, and our ODR is being damaged because seller support refuses to reverse the ODR being affected, despite their own policy stating that we would be protected if we used Amazon buy shipping.
They're so quick to punish, but so slow to admit their own mistakes!
I have around 10 A to Z cases which we have funded, and have had the ODR against us. Please someone get in touch about this. Seller support is useless AS ALWAYS.
16 replies
Spencer_Amazon
Hello @Seller_yGFP9vQJKe1zg,
Can you share a case ID with me so I can look into it?
Regards, Spencer
Spencer_Amazon
Hello @Seller_yGFP9vQJKe1zg,
I have indeed and I need you to do me a favor.
If saw you appealed all the claims in the list you provided, did you also raised additional cases with Seller Support to appeal the decision?
If so, please share those case IDs with me.
If not, please raise a new case and add ALL order IDs in the case, explaining why your ODR should not be affected. Then share that case ID with me and I will share it with my partner team.
And if any of those orders have negative shipping feedback, share those order IDs here and I will try to have those removed as well.
Regards, Spencer
Seller_RguKGMHvWFmo3
Your own policy states that ODR is protected if Amazon Buy shipping is used and yet almost every single time, ODR is applied.
I've had the same issue again and again. @Seller_yGFP9vQJKe1zgclearly states in their post they BUY ALL THEIR SHIPPING VIA AMAZON but you are asking them to "explain why your ODR should not be affected"
Spencer_Amazon
You are correct @Seller_RguKGMHvWFmo3 and I appreciate your input.
ODR is protected with Amazon Buy Shipping.
However, if I want to help our sellers successfully, I need to follow the process. That is why I asked for a follow up case with Seller Support with the specific reason why ODR should not be affected (use of Buy Shipping). Then I can take this further.
Thank you for always sharing your expertise.
Regards, Spencer
Seller_mrfbUdT8q1SEO
While you are helping, what about reversing A to Z claims where the BUYER had provided an INVALID ADDRESS which means OF COURSE that the order cannot be delivered BUT Amazon STILL BLAME THE SELLER! Or the orders that track as delivered but the buyer claims were not delivered and as always, Amazon accept the A to Z without question. What was that? Tracking alone is NOT GOOD ENOUGH and a signature is required? NOT POSSIBLE. Buyers complain that signed for postage means they have to go to the local post office to collect their order if delivery was attempted when they were out and they DO NOT WANT SIGNED FOR DELIVERY! Oh but Amazon do not care about that do they!
It is clear than more and more sellers are sick to death of Amazon making sellers lives impossible and ALWAYS siding with buyers, despite fraudulent claims and despite none delivery being the buyers fault.
Well?
Spencer_Amazon
Hello @Seller_mrfbUdT8q1SEO,
Thank you for sharing the issue with invalid addresses on the orders.
This is something we are also looking into, I will add your comments to the list.
Regards, Spencer
Seller_yGFP9vQJKe1zg
I have had probably another 15 cases which Amazon have rejected. As the other poster above me has mentioned, it's SO frustrating.
I have had to pay a year of my franking machine subscription which I haven't been able to use because Amazon made us switch to buy shipping. And then they still don't apply their own policies to help protect us!
It bad enough taking a hit on reruns for all these orders which probably did arrive but just detent scanned upon delivery. But then having our account penalised on top is ridiculous.
Seller_yGFP9vQJKe1zg
I have appealed the cases, and ALL have been rejected. Honestly, dealing with seller support is a waste of time. I don't think they know their own polices.
Spencer_Amazon
I understand @Seller_yGFP9vQJKe1zg,
I will need the order IDs of the additional 15 orders that were rejected. You can add those here but I am asking you politely to create one more case with seller support, add ALL order IDs where the appeals were rejected and make sure you add that Amazon Buy Shipping was used for all of them.
I know you rather not deal with seller support, but with that new case ID I can take it directly to another team.
It is worth one more try and I promise you I will work closely with my contacts to have the ODR reversed.
Regards, Spencer
Seller_yGFP9vQJKe1zg
Hi Spencer, nothing back from SS (no surprise). Here is the Case ID: 10657012912
The A to Zs are still coming and affecting the ODR. The appeals rejected. So frustrating.
Seller_HHpn9PXML3rLc
Appeal using the following template -
The postage for this order was purchased through Amazon Buy Shipping so this claim should not affect our ODR Order Defect Rate and ODR should state NO. As per Amazon's official Shipping Policy in your terms and conditions - https://sellercentral.amazon.co.uk/help/hub/reference/G200202220?locale=en_GB "A-to-z Guarantee claims: 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." Why is the ODR showing as YES for this A-to-z claim when we have complied with the above policy, purchased shipping through Buy Shipping and shipped on time? Surely this should state ODR affected NO? Therefore being as we have fully complied with the above policy and purchased Amazon's Buy Shipping and also accept the financial loss we request that the ODR should be amended to NO.
