Hello All, @IMKRC, @The_Whistling_Wren, @IDProductsUK, @Revolution_T_Shi_609, @TigerMill_Publishing, @Millhouseprints, @TheRetroSpecialists,

I’m reaching out to experienced sellers and moderators for advice on managing A-Z claims and ODR (Order Defect Rate).

Here’s the situation:

I dispatched an order via PF48 & tracking updated as soon as order dispatched , and after two failed delivery attempts, the driver took the parcel to a local Post Office for the addressee to collect. I received an email from the customer stating they hadn’t received the item.

In response, I advised them to collect it from the Post Office or arrange redelivery with Parcelforce. I also assured them that if the parcel wasn’t collected and was returned to us, we’d issue a refund at that point.

However, despite this, I’ve now received an A-Z claim, which Amazon refunded, negatively impacting our account metrics. The parcel is still waiting for collection at the Post Office, but I’m unsure how to prevent these situations in the future.

My questions:

Do you refund as soon as the customer claims non-receipt, even if tracking shows the parcel is awaiting collection from local post office ?

How do you handle A-Z claims in similar cases to avoid account performance issues?

Should I preemptively refund orders where customers report non-receipt before an A-Z claim is filed, even if tracking supports our case?

I currently have a few similar situations where parcels are awaiting collection, and I’m unsure how to proceed. Any advice or best practices would be greatly appreciated.

Thank you in advance!

Kind regards,

Smart Fashion