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Buyer withdrew but the A-Z claim still count as order defect rate
Hello everyone, for my order #026-9862238-4269947.
On April 5th our customer withdrew the A-Claim, and we received Amazon's mail on April 5: we have closed the Amazon Marketplace Guarantee claim for order 026-9862238-4269947 in the amount of £62.22 because the buyer withdrew the claim.
We checked the order page this claim is closed And this customer would like a product replacement so we do so.
But on April 10th he changed his mind and would like a refund so we canceled the shipment and refunded him full payment.
However, on April 10th we received a mail stating that the claim was recalculated into the defect rate. The email stated: "we have closed the Amazon Marketplace Guarantee claim for order 026-9862238-4269947 in the amount of £62.22 because you have issued a refund to the buyer. You don't need to take any action at this time, but we've factored the claim into your order's defect rate."
And after we appealed, the claim was still included in the order defect rate, which we thought was unreasonable.
That's too strange that our customer already withdrew the AZ claim and we received a confirming mail from Amazon saying it's withdrawn successfully. But now this claim still influences our ODR Rate.
Is it a technology BUG?? We appealed but no-one cared about detail and just ignored it.
I'm looking for guidance on how to resolve this discrepancy so that I can get a fair assessment of my performance.
Any insights or suggestions are appreciated.
8 replies
Seller_XftrYZm8ISJrK
Hello, how could I contact Amazon staff in this discussions??
Is there any way to get tough with them??
Seller_XftrYZm8ISJrK
@Jessica_Amazon_@Winston_Amazon We opened a case for this order 026-9862238-4269947 and the case ID is 9709303602, and we have attached some screenshotys, but your teram don't care about it. Please help us.
Simon_Amazon
Hello @Seller_XftrYZm8ISJrK,
Here Simon from Amazon, happy to try and help.
I understand you have already appealed the claim by clicking on 'Respond to Amazon' in Manage A to Z Claims, correct?
Best,
Simon
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