Hello Sellers and Amazon Team,
I would like to bring attention to a highly unfair A-to-Z Guarantee claim that has been counted against our Order Defect Rate, despite zero fault or delay on our part.
Order ID: 702-2352128-6245023
Claim Date: March 24, 2025
Refund Issued: March 25, 2025 (less than 24 hours after return was received)
Claim Reason: “Different from what I ordered”
Buyer Comment: “Item was too small”
Key facts:
1. The customer claimed the item was “different,” yet their comment stated it was “too small.” This is a personal preference issue, not a seller fault or misdescription.
2. The product shipped was exactly what was listed, in model, size, and description.
3. We responded to the buyer promptly and even provided a free return label, though the return was not our responsibility per Amazon’s policies.
4. We received the return and processed the full refund within the same day.
5. As a goodwill gesture, we also offered to reimburse return shipping even though we were not obligated to do so.
Despite all of this, the claim was auto-closed and negatively affected our ODR simply because the buyer submitted the claim before the return was delivered — not because of any delay or error from us.
We contacted Seller Support with a detailed explanation and asked for the decision to be reviewed, but the response was generic and dismissive, failing to consider the facts of the case.
---
We urge Amazon to implement a fair case-by-case review process before impacting seller metrics. Punishing sellers for situations outside their control, especially when they follow all policies and go above and beyond, is demotivating and unjust.
If any moderators or experienced sellers have advice on how to escalate this further or trigger a manual review, your input would be greatly appreciated.
Best.