Greetings everyone,

On the 3rd of June, a customer opened an A to Z guarantee claim about his package. The tracking was showing the parcel was delivered 2 days before the expected delivery date. I inquired about it from the logistics company and they replied that the parcel was properly delivered to the same address which was given by the buyer. This was my first A to Z guarantee claim and I opened a case and provided all the information to the Amazon support team.

They said:

Why is this happening?

The customer reported an issue with delivery. In this case, the tracking information indicates 'delivered', but the customer did not receive the package. Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate.

I was ok with this because it didn't affect my account but today when I opened my account it said that my account is at the risk of deactivation because the ODR is 2.47 and the limit is 1. As a new seller, I don't get enough orders and it is 2.47% of my all orders. All my other matrices are perfect. Can someone please tell me how can i fix this issue? The parcel was delivered, but I lost my product which was worth 89 pounds and this is affecting my account too.

Thank You

Hi everyone,

I'm a new seller on Amazon and launched my first product on May 14, 2024. Over the past month, from May 14 to June 14, I've had 27 sales, but unfortunately, one order was defective. Now, Amazon has sent me a message stating that my account is at risk because my defect rate is 6.50%.

As a new seller, I'm feeling a bit overwhelmed. Does anyone have advice on how to handle this situation and reduce my defect rate? Any tips on improving product quality and maintaining a healthy account would be greatly appreciated!

Thanks in advance for your help.

The orders amazon have granted A-Z Claim for even when it shows as delivered and signed for with a photo at time of delivery.

026-6701945-0099561,

202-5201230-8935535 ,

204-6533019-0266759,

026-0321568-3990710

the below is shown on the A-Z claim. so they have acknowledged it shows delivery but seller funded.

The customer reported an issue with delivery. In this case, the tracking information indicates 'delivered', but the customer did not receive the package. Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate.