Amazon Dont Follow Their Own Policies
This is fast becoming unacceptable, that Amazons own A to Z team do not even know the policy of Amazon.
Buy shipping when used is supposed to exempt sellers from issues arising from deliveries.
So can anyone from Amazon explain why for order ID 204-9287328-8625145 my ODR is affected, despite appealing this, proving I used buy shipping, proving I shipped this on time and even quoting amazons own policy ?
This is absurd.
The reason behind supposedly using Buy Shipping was to stop this nonsense !!!
Maja_Amazon
Hello EP11!
I have sent you a private message but let me post here as well for visibility.
I want to assure you that besides escalating all those orders internally I am as well passing the general reports to the team that owns A-Z and ODR policies.
Best,
Maja
51 replies
Seller_DTufFoxJuMU0M
seems to happen quite frequently sadly
Seller_sg54Fq7GfBZzn
And also identical on Order 204-0591097-6836323
I am sorry Amazon but this is not acceptable whatsover, why have a policy that is not adhered too ? everyone has been moved onto this due to VTR and the promise of no defects, yet your staff are not following your own policies and there is no way at all to even complain about it.
It seems the A to Z team are unregulated and above reproach even when they make horrific errors ???
Thats not customer centric at all
Seller_sg54Fq7GfBZzn
Could I make a suggestion that may help with this for everyone. If there was a tick box you could click to inform the team that this was fulfilled using Buy Shipping that then prevented the defect it would be useful, or if you could enter the details to prove it. Would maybe save everyone including amazon some time and frustration ?
Seller_tRuvBEHDedp4q
I thank you for your efforts in trying to help but it really is disappointing that it took many messages to Support and even the MD in order to get something corrected that should not be an issue to begin with.
As can be seen in this post and many others in the forums the issue affects many sellers. Some eventually give up and and left with a bad taste in their mouth.
It all comes down to the ODR report and the column which says ‘ODR Impacted’. It should be a simple programming matter that if Buy Shipping was used this column stays blank or is forced to be blank for A-Z Claims.
Seller_HRqC7Eq5Rjcr4
@Maja_Amazon
The issue seems to be when there hasn’t been any scan at all and buy shipping is used. Usually the culprit is Royal Mail 48 which only has a delivery scan and as everybody knows only about 85% are actually scanned by Royal Mail. When appealing these sometimes I get a reply that the item was not shipped on time and therefore will not be removed, but it was shipped on-time just no scans made.
When a service is used with full tracking there is never an issue with it affecting metrics.
Seller_tRuvBEHDedp4q
Unfortunately its not that simple. Even when scanned it can affect the ODR.
Although one of the orders I sent never did get a delivery scan - the other was scanned on delivery (RM website says delivered to neighbour). Customer still claims they not received so won the A-Z.
If the parcel is truly lost’ by the courier it cannot get a delivery scan anyway - and as my A-Z were for items not received then although I used the CRL48 service and not fully Tracked I should still get same protection as the policy makes no mention of using a fully tracked service only that Buy Shipping is used.
Seller_sg54Fq7GfBZzn
Hi Maja I have just checked my account health, both are still showing as affecting it, so if they have accepted 204-0591097-6836323 then they have not removed it 
| Order Date | Order ID | Fulfilled By | Negative feedback | A-to-z Guarantee claims | Chargeback claims | Impacts Account Health |
|---|---|---|---|---|---|---|
| 16/05/2023 | 204-9287328-8625145 | Seller | X | X | ||
| 23/05/2023 | 204-0591097-6836323 | Seller | X | X |
Seller_tRuvBEHDedp4q
This is what I said earlier - it should be easy to create a scheduled task that runs on the database say at the end of every day.
Was Buy Shipping used on this order? - if yes, remove ‘X’ from ‘Impacts Account Health’
These are the things I used to write myself all the time when I was a computer programmer.
Amazon seems to have managed if for automatic feedback removal so I cannot understand why they cannot do it on this report.
Maja_Amazon
Hello EP11!
Thanks for flagging.
Let me check this one as in the system I can see that the decision was already reverted 
Best,
Maja
Maja_Amazon
Hello Garden_Gnome!
Thanks a lot for flagging this.
I am currently collecting use cases and escalating them individually. In the same time I am working on defining what are the repeating patterns between them to identify root cause of those misses.
I will keep you updated.
Best,
Maja
Maja_Amazon
Hi EP11!
I got the confirmation from the team responsible for the claims that the ODR should be updated within 48 hours after the correction was made. The correct action on the claim was taken on June 7, at 11:04 CEST so let’s give it some time.
If after 48 h after the correction you still don’t see the defect removed - please let me know.
Best,
Maja
Maja_Amazon
Hello again EP11!
Another update for you today
I just got confirmation that the decision for order: 204-9287328-8625145 has been reversed as well. Please give it around 48 hours to be reflected in you Account Health Dashboard.
Best,
Maja
Seller_tRuvBEHDedp4q
Yep - I started a similar thread a few weeks ago
No matter what you say to SS they just pass the case to Claims Dept
Claims Dept just say item was not received so they uphold there decision to award A-Z - even though I specifically stated I was not appealing the A-Z, or the fact I had to refund, just the fact that it should not be counted on my ODR metric as per Amazon Buy Shipping policy
Contacted Account Health Specialist who say they are unable to help as they cannot access the information (here is me thinking an Account Health Specialist would be able to access all information on these metrics). They advised contacting Support - and the circle begins again.
I tried contacting by telephone - randomly cut off 4 times. I did get to speak to someone once but I could not understand a single word they were saying they were mumbling so much.
I then tried using the Chat window - after they kept telling me totally irrelevant information about they eventually said they would transfer the chat to another colleague. Waited 10 minutes, other colleague came online and immediately closed the chat window.
I am currently messaging the mods @Julia_Amazon and @Maja_Amazon on the issue. Hopefully they will pick up these tags and do something about it.
Seller_xUKHc5xSYJmI4
Hi
According to the buy shipping information you are only covered if you use a tracked service.
Negative Customer Feedback: If you ship on time with tracking via Buy Shipping, and the buyer leaves seller feedback solely related to delayed or undelivered packages, you can request to have the feedback reviewed. If approved, the impact of the feedback is removed from your Order Defect Rate, and the buyer’s comment will be displayed with a strike-through and the statement: The fulfilment issues associated with this order were not due to the seller. To find out more, see Can Amazon remove feedback I received?
Seller_HRqC7Eq5Rjcr4
It is very frustrating but if you keep appealing them and quoting Amazon policy for buy shipping they eventually do budge. Sometimes they reply that they won’t change decision but when you look at A-Z claims in performance it does switch to “Order Defect Rate (ODR) impacted: No”
Seller_SITNVuZK87zGK
Good news for you! I suppose the question is 1) will they and 2) will they actually fix the issue that caused all of this - or does everyone have to open a thread on the forums to get ODR impact removed?
