Thank you for confirmation @Seller_p940Jehgj1NWn.

I will talk to you soon!

Julia.

I have another A-Z claim for Order ID: 206-7837709-8005103 which again shows delivered and POD photo showing customer accepting the parcel. Sent through buy shipping. Again why refunded and ODR affected? Why is amazon not following it's own trade policies?

Hi @Seller_p940Jehgj1NWn,

The partner team has completed investigation. The label was created on May 28, but the item was handed over to the courier on May 29.

@Seller_p940Jehgj1NWn, based on this example I would like to understand if the section part Dispatch On Time of the Use Buy Shipping services Policy is clear enough.

Please, share your opinion on this.

Thank you,

Julia.

For Order ID: 205-5133677-1164350

The label was generated on 28th May and the parcel was handed to the courier on 28th May as well.

Have you checked this?

I have another A-Z claim for Order ID: 206-7837709-8005103 which again shows delivered and POD photo showing customer accepting the parcel. Sent through buy shipping. Again why refunded and ODR affected? Why is amazon not following it's own trade policies?

Thank you for this proof @Seller_p940Jehgj1NWn! I will contact the partner team again and address both order IDs with the screenshots.

Thank you for your patience,

Julia.

Regarding Order ID: 206-7837709-8005103, my appeal was denied as well. "We have closed an A-to-z Guarantee claim of £21.98 on order 206-7837709-8005103 because you issued a refund to the customer. No further action is required from you at this time but we have counted the claim against your Order Defect Rate."

Now the customer raised a returns after delivery straight after raising a-z claim. So an auto refund was processed. However, this order is a B2B order and sent through Buy shipping program. Why have they counted ODR is beyond our understanding even after appealing. That means a human at Amazon is not reviewing the appeals.

Please provide us the status on removing the ODR from our orders.

Please kindly advice what is the outcome of your contact with partner team? We are still seeing ODR on those orders.

We are still awaiting to hear back. ODR still shows on our account. Kindly help us to remove those ODRs.