This is a conversation between myself & an Amazon agent today regarding two A-Z claims in favour of the buyer, both had basic tracking i.e. date & time of delivery & GPS pin.

Both Orders are marked for ODR as they have A-Z claims.

The order defect rate (ODR) is a key measure of your ability to provide a good customer experience. ODR represents the percentage of orders with one or more indicators of poor customer service during a given 60-day time period. The following are the three components of ODR:

Negative Feedback Rate

A-to-z Guarantee Claim Rate

Credit Card Chargeback Rate

Also Buying labels through Amazon Buy shipping does not prevent your Order from being marked on ODR.

Since both these Orders are marked for A-Z claims, they cannot be removed from Order defect rate.

We request your understanding on the above.

I am sure I have read somewhere that sellers ODR is not impacted when using "Buy Shipping" all of my Amazon orders have the postage bought through the buy shipping labels.

So does anyone know the truth? & if we are protected then how the hell do we get these overturned.

Thanks in Advance.

Ed

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.

Please can a mod look at the following order numbers

203-3781824-1520356

026-5900091-6210767

I started using buy shipping as I understood that if buy shipping is used then a-z claims will not affect ODR metric score.

I reached out to seller support but they told me they weren't aware of the buy shipping health protection.

Thanks.