Countries
Read only
Counting a CLOSED A-to-Z Claim Against Our ODR?
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!
2 replies
Sarah_Amzn
Hello @Seller_HExmkTih1yI2x,
I'm Sarah with Amazon.
I see that for Order #: 026-3576752-5905953 the option to appeal is still available ("Respond to Amazon" option in AtoZ claims in Seller Central).
Please let's try the standard appeal process first. If it doesn't work out, I'm happy to jump in and assist.
Kind regards,
Sarah.
Similar Discussions
