The customer submitted a return request, it was granted, and they returned the incorrect item. They then opened an A to Z claim, and Amazon debited our account and counted the Order Defect Rate against us, stating we had received the return and should have issued a refund. That is incorrect: the customer never returned the original item that we sold them, so no refund should have been granted. This was appealed and denied. Seller support sent 2 cases for escalation and the A-to-Z team finally responded stating, “Although we understand your position, we stand by our decision”. Two case IDs 17843176801 & 17925576781. I will add a more detailed outline below. Looking for any MOD help here. @Seller_OOVUXZLmb2UEH @Seller_PIHyltK09pbl3 @Seller_guPeMXBrBxqyU @Seller_l3eCP9f1PtJXC @Seller_dnxnrsZIeTNo3
Subject: Dispute of A to Z Claim – Refund Should Not Be Issued & ODR not impacted
Order ID: 113-4888509-6548210
Covered by the buyer’s A to Z claim and ODR counted against us
Buyer returned an entirely different USED product with a brand that we have never carried.
Original product (NOT returned) switcheroo
Buyer has not returned this original unit and has been fully refunded
Issue:
Amazon provided the customer with a full refund, funded by us, and counted the Order Defect Rate against us.
The Order Defect Rate should not be counted against us
No refund should be granted for order 113-4888509-6548210