Hoping a mod might be able to help me with this, as it's a fairly frustrating situation.

Order #: 026-3576752-5905953

Details:

• Buyer decided initiate a return, which they did. Return opened and authorized without any issue
• Prior to the returned item being delivered back to us, the buyer opened a claim requesting a refund
• When the item arrived back to us a day or two later, we reached out to the buyer requesting that they withdraw the claim so that we could process a refund. Claim was still in pending status at this point.
• On May 10 at 3:44 PM, the claim was marked as closed:

• Later that evening, we proceeded to process a refund for the order:

• I assumed everything was good to go. However, almost a week later on May 15, I received another email indicating that the order had been counted against my ODR:

I'm actually not sure how this is even possible without someone from Amazon manually re-opening the claim and then marking it as a defect. Regardless of how it happened though, clearly this is a mistake on Amazon's part. I've already tried submitting an appeal, but unsurprisingly it didn't get me anywhere. Would be great if a mod could assist me in escalating internally so that it doesn't continue to affect my ODR.

Thanks!

Hi everyone,

I wanted to share an issue we had recently with an A-to-Z claim, hoping that a moderator might see this and help us fix the situation.

We had a customer who ordered blackout curtains (Order ID: 701-6247684-7465004). The package was delivered with UPS, and we even have visual proof of delivery. The customer later admitted they received the package, but claimed one item was missing.

Despite this, the A-to-Z claim was opened under the reason “Package did not arrive” and Amazon granted a full refund of CAD 339.44. This also added a hit to our Order Defect Rate (ODR).

Here’s why we believe this is really unfair:

• The buyer confirmed they received the package, so it’s clearly not a case of non-delivery.

• The delivery was on time, even earlier than Amazon’s estimated delivery window.

• We have visual proof from UPS showing the package was delivered.

• We were not contacted by Amazon before the decision was made.

• This is not a delivery issue, it was more like a return/missing item issue — completely different from “not received”.

This one claim is now affecting our ODR, and we feel really let down. As small sellers, we try our best to provide good service, but it’s very discouraging when these kinds of claims are granted unfairly.

We’ve already submitted a formal appeal through Seller Central, but unfortunately, we haven’t received any proper response.

Can a moderator please look into this? We just want the claim reviewed properly and the ODR impact removed, as this was clearly not a case of non-delivery.

Thanks a lot for your time and support!

Best regards,

Hello,

Ive seen a dramatic increase in claims being raised that go against Amazon policy or are simply unfair. My ODR rate has doubled because of this despite us doing nothing wrong. To list a few of the completely unavoidable claims ive received lately.

1. customer says item not recieved, then asked for replacement. A replacement was sent and tracking provided then the day before delivery a claim was opened and granted by Amazon, the customer said they didnt even open the claim.

2. A return using amazons labels which im forced to use hasnt updated in a while, we have been awaiting the return and didnt realise the parcel was lost, the customer opens a claim today with no prior contact and the claim is granted against me as I didnt issue a refund for a lost item I had no idea was lost and using a label amazon bought for me.

3. Another return label by amazon gone missing by hermes, this time the claim was not granted against my ODR, until I appealed saying im unable to claim from hermes and they say Amazon is the label purchaser, so im essentailly out of pocket £150, upon appeal they then change the claim to affect my ODR.

4. A customer opens a claim before the return was recieved, Amazon sent an email saying they where withdrawing the claim temporarily and asked me to issue a refund otherwise the claim may be re opened and affect my ODR, I issued a refund immediatly and then saw the claim affected my ODR.

As you can see these claims are getting out of control, These are just a small example of how terrible the claim system is, I thought I would reach out to see if any mods are able to look into some of these before I go to the managing director route as my account is now a risk of suspension over bogus claims