ODR Destroyed by Unfair A-to-Z Claim – Buyer Ignored Us, Amazon Ignored the Facts!
Hi Amazon Team and Fellow Sellers,
I’m reaching out for urgent help and a fair review.
We just had an A-to-Z Guarantee claim granted against us and it’s now impacting our Order Defect Rate (ODR) despite the fact that we did everything right as a seller.
Here’s what happened:
The buyer claimed the delivery driver stole the package (a serious accusation)
We asked for proof (such as a police report or any supporting evidence) but received no response from the buyer.
We tried multiple times to contact the customer to resolve this matter amicably, but they ignored us and instead went straight to Amazon.
Meanwhile, we opened a case with Amazon Support for guidance (Case ID: 11127978112) to ensure we were handling it correctly.
Despite our efforts and the customer’s refusal to engage, the claim was granted, and now our account health is at risk.
This feels deeply unfair. According to Amazon’s A-to-Z Guarantee Policy, sellers are supposed to be given a chance to resolve issues with the buyer but we were completely denied that chance.
We followed Amazon’s rules. We acted in good faith. And now we’re being penalised for doing exactly what we were supposed to do.
We’re asking Amazon to review this case thoroughly, including the full message history and our support case, and remove the ODR impact from this unfair claim.
If any Amazon staff see this, please help escalate the matter. And if any sellers have faced similar situations and found a way to appeal successfully, your advice would be greatly appreciated.
@Maja_Amazon @Julia_Amazon @Julia_Amzn @Winston_Amazon @Ash_Amazon @Spencer_Amazon @Sakura_Amazon_ @Abella_Amazon @Ange_Amazon @JiAlex_Amazon
Thank you,
ODR Destroyed by Unfair A-to-Z Claim – Buyer Ignored Us, Amazon Ignored the Facts!
Hi Amazon Team and Fellow Sellers,
I’m reaching out for urgent help and a fair review.
We just had an A-to-Z Guarantee claim granted against us and it’s now impacting our Order Defect Rate (ODR) despite the fact that we did everything right as a seller.
Here’s what happened:
The buyer claimed the delivery driver stole the package (a serious accusation)
We asked for proof (such as a police report or any supporting evidence) but received no response from the buyer.
We tried multiple times to contact the customer to resolve this matter amicably, but they ignored us and instead went straight to Amazon.
Meanwhile, we opened a case with Amazon Support for guidance (Case ID: 11127978112) to ensure we were handling it correctly.
Despite our efforts and the customer’s refusal to engage, the claim was granted, and now our account health is at risk.
This feels deeply unfair. According to Amazon’s A-to-Z Guarantee Policy, sellers are supposed to be given a chance to resolve issues with the buyer but we were completely denied that chance.
We followed Amazon’s rules. We acted in good faith. And now we’re being penalised for doing exactly what we were supposed to do.
We’re asking Amazon to review this case thoroughly, including the full message history and our support case, and remove the ODR impact from this unfair claim.
If any Amazon staff see this, please help escalate the matter. And if any sellers have faced similar situations and found a way to appeal successfully, your advice would be greatly appreciated.
@Maja_Amazon @Julia_Amazon @Julia_Amzn @Winston_Amazon @Ash_Amazon @Spencer_Amazon @Sakura_Amazon_ @Abella_Amazon @Ange_Amazon @JiAlex_Amazon
Thank you,
32 replies
Seller_6HXPDZ2n6YG3n
There is clear proof that the parcel was delivered on time, but the customer claimed the driver took a photo and left with the item. In other words, they are accusing the courier of theft yet somehow, it’s still considered the seller’s fault.
Evri is working with drivers who are being accused of such behaviour, but we are the ones held responsible. We refund the customer, we follow the process, and yet Amazon constantly looks for the smallest reasons to penalise sellers. It’s exhausting.
At this point, it no longer feels like a partnership with Amazon it feels like we're being treated as the enemy. Every action taken against sellers seems increasingly hostile, rather than supportive or fair.
Jona_Amazon
Hi @Seller_6HXPDZ2n6YG3n,
I'm Jona from Amazon.
I have checked your case and I can see that you have issued the refund to the customer. However, as the buyer did file a claim, the claim will still be included in your Order Defect Rate and performance metrics. The information you have received from the AtoZ Team is correct.
Best,
Jona
Seller_6HXPDZ2n6YG3n
@Julia_Amazon @Julia_Amzn @JiAlex_Amazon
Can you please review my case?
The customer never responded to any of my messages or questions in an effort to resolve the issue. I was given an ODR for a late or non-delivery order, but after I provided proof of delivery, the claim reason was changed to “customer filed a claim.”
This seems highly suspicious as if the intention is to penalise the seller regardless of the actual circumstances. If there’s no valid reason, it feels like one is simply being created.
If you check the communication history, you’ll see the customer never responded directly to a single message we sent. Since when does a seller receive an ODR because the customer is uncooperative and unresponsive?
Spencer_Amazon
Hello @Seller_6HXPDZ2n6YG3n,
I have forwarded your case to our partner team.
We stay in touch.
Regards, Spencer
Spencer_Amazon
Thank you @Seller_znTeHti2qvorY, for your kind words and your insightful comments.
All the moderators are constantly working on reforming the processes if needed, with variable degrees of success.
In the meantime, please share the order ID of the case you mentioned in your post, I will gladly look into it.
Regards, Spencer
Seller_znTeHti2qvorY
Order ID: 203-1617990-6115533
Dear Spencer,
I am writing to urgently request a formal review and investigation into the recent A-to-Z Guarantee claim that has been ruled in favour of a buyer whose actions I strongly believe constitute fraud.
There are several critical issues that require immediate attention:
Failure to Review Buyer Messages: The buyer's communication contains clear indications of misrepresentation. I have email correspondence from two separate account specialists confirming that, based on the buyer’s messages, our actions were entirely appropriate and compliant.
Perfect Tracking Compliance: The tracking for this order is 100% compliant with the Valid Tracking Rate (VTR), and the delivery was confirmed. This should have satisfied the conditions to deny the A-to-Z claim.
Undermining Seller Protections: The current outcome not only encourages fraudulent behaviour but also demoralises honest sellers who operate with integrity. By siding with a dishonest buyer despite the evidence, the system inadvertently protects and rewards fraudulent conduct.
Accountability Needed: The A-to-Z department must be held accountable for this oversight, and if AI-driven systems were involved in adjudicating the claim, those systems need to be reviewed for failure to detect buyer dishonesty.
I am confident that if the claim is properly re-examined, with attention given to the buyer’s own words and the delivery tracking, the outcome will be reversed. I urge you to treat this matter with the seriousness it deserves and to advocate for a fair resolution.
Please let me know where I may submit the supporting email evidence to assist in this review.
Sincerely,
Gary
Spencer_Amazon
Hello @Seller_znTeHti2qvorY,
I see your case is still ongoing. I have contacted our partner team.
Regards, Spencer
Seller_znTeHti2qvorY
Hello Spencer, trust this fraud and theft are still being investigated?
Spencer_Amazon
Hello @Seller_znTeHti2qvorY,
I checked with our partner team and this was their reply.
We reviewed the details for this claim and found that the item was delivered after the estimated date of delivery and the signature details are not matching with buyer or its related to confirm the item delivery to the buyer. Therefore, we have decided to uphold our original decision.
Let me know if you have something to add.
Regards, Spencer
Seller_znTeHti2qvorY
Dear Spencer,
Thank you for your response.
I’m writing with urgency and growing concern regarding an A-Z claim that has been wrongly decided, despite overwhelming evidence supporting our case. This matter is not just about one order—it speaks to how disheartened and demoralised sellers like ourselves feel when Amazon’s processes appear to disregard clear facts and prior correspondence. I am respectfully urging you to escalate this matter directly to John Boumphrey’s department so they can fully understand the implications of what’s happening on the ground.
Let me be absolutely clear:
Buyer Agreed to Delay: The buyer was advised that delivery would be two days later than originally expected. We have documented messages from the buyer explicitly agreeing to this and confirming they were happy to proceed. They were also given the option to cancel but chose not to.
Confirmed Delivery by DPD: The item was delivered on the agreed revised date. DPD has provided:
The name of the person who accepted the parcel.
A photograph of the package being delivered at the correct address.
A prior delivery photo at the same location showing the same person, the same door, the same products, and the same interior wall plug—making it absolutely clear that this was the correct recipient and address.
No Dispute from Buyer Post-Delivery: We received no messages or complaints from the many communications we made directly after delivery, totally ignored.
Internal Confirmation from Amazon Specialists: Two account specialists have already reviewed this order and confirmed that we acted appropriately throughout. I have these confirmations in writing and am happy to forward them upon request.
Despite all of this, the A-Z Guarantee claim has been found against us. This outcome is both unjust and damaging. It undermines trust in the seller support structure, and it frankly leaves us questioning the integrity of the dispute resolution process.
Spencer, with full respect, we do not appreciate being treated as if we are new or inexperienced in this space. We are simply asking for a fair and objective review based on facts, not assumptions. The A-Z team in this instance has failed to apply basic due diligence, and this is why I’m asking—once again—for this case to be elevated directly to Mr. Boumphrey’s office.
Please confirm receipt and let us know how you will proceed.
Seller_RguKGMHvWFmo3
Like many others I have read, we are now reporting to the CMA who if they get more than a couple of complaints will investigate. Its really easy too.
I have lost in the past 4 weeks around £200 and I am a tiny business. All of the AtoZ had delivery confirmed.
