Hello Amazon Seller Community and Support Team,
I hope you’re doing well. I’m reaching out for advice and guidance regarding a situation that has severely impacted my account health, Buy Box eligibility, and advertising campaigns. Despite providing clear evidence and maintaining communication with the buyer, Amazon granted the A-to-Z claim, and my ODR has increased, negatively affecting my performance metrics. I would greatly appreciate any support or advice from fellow sellers who may have encountered similar challenges.
Order Details:
Order ID: 114-8521904-0688263
Product Name: ECLATIQUE RUG Vintage Hand Tufted Aubusson Design Area Rug (8x10 Ft)
ASIN: B0DGCY7TGZ
Claim Amount: $682.40
Situation Overview:
Buyer’s Premature A-to-Z Claim:
The buyer contacted me on Saturday, March 17, and mentioned that they had returned the product and were waiting for the refund.
As it was the weekend, I promptly informed the buyer that our office was closed, and the refund would be processed on Monday when my manager returned to the office. However, despite this clear communication, the buyer filed an A-to-Z claim on the same day (Saturday), without allowing time for the refund to be processed.
Product Condition on Return:
Upon receiving the returned rug, I noticed that it was used, damaged, and had visible stains, which directly violates Amazon’s return policy that requires products to be returned in new and unused condition.
I documented the condition of the product and submitted evidence (photos) showing the damaged condition of the returned item, as well as communication with the buyer.
Unfair Decision and Impact:
Despite providing the evidence and explaining that I was waiting for the office to reopen to process the refund, Amazon upheld the A-to-Z claim and granted the refund to the buyer.
This situation has led to a significant increase in my Order Defect Rate (ODR), and I’ve lost the Buy Box, resulting in reduced visibility and drastic sales decline.
Furthermore, all of my advertisements have been automatically stopped, which has significantly hurt my business.
Why I Believe This Is Unfair:
Premature Claim: The buyer filed the A-to-Z claim despite me informing them about the refund timeline. They did not allow time for the refund to be processed.
Condition of the Product: The returned product was used and defective, which goes against Amazon’s return policy. Yet, the claim was still granted without properly considering the evidence provided.
Loss of Buy Box and Ads: As a result of this claim, my ODR has increased, I’ve lost the Buy Box, and my advertisements have been automatically paused, causing further financial loss.
Request for Advice and Support:
I am kindly asking for any advice or guidance from sellers who may have faced a similar issue. Here are my specific questions:
Has anyone faced a situation where Amazon granted an A-to-Z claim despite clear communication with the buyer and evidence showing the product was returned in an unacceptable condition? How did you handle it?
What steps did you take to remove the ODR after an A-to-Z claim was granted? Is there a way to appeal the ODR increase or restore the Buy Box in this situation?
How did you manage to restore your account health after a similar A-to-Z claim impact?
What I’ve Done So Far:
I have appealed the decision multiple times and provided all the evidence (photos, communication with the buyer, etc.), but Amazon has continuously responded with “We stand by our position”.
I’ve also explained the issue clearly in my appeals, emphasizing that I’m not seeking compensation for the defective product but only requesting the ODR removal and a fair review of the situation.
Communication with the buyer was clear, and I was willing to process the refund after the weekend, yet the buyer went ahead with the claim prematurely.
Conclusion:
I feel this situation has been unfairly handled, and despite my efforts to resolve it transparently, my ODR and account health have been negatively impacted. I’m seeking advice from anyone who has faced a similar issue or who may have suggestions on how to navigate this situation effectively.
Thank you for your time and consideration. I greatly appreciate any insights or advice you may have to help me resolve this matter.
Sincerely,
@Seller_FJwyF3iu5qxUY @Seller_l3eCP9f1PtJXC @Seller_1KYLYkgAlu4xX @Seller_s3amN64nZ4y9V @Seller_RsATYbG9XP0HP @Seller_ovM5p622oIbGp @Seller_c2KLMXKhUYF3u @Seller_Lz6S1nnAIzbYB @Seller_pB5cNkUhpDlVP @Seller_khUF6HPR2AHxu @Seller_vtQxROP6UNr1O @Seller_pAPBCLhysbW5T @Seller_t9kvdr2yixQej @Seller_khUF6HPR2AHxu @Seller_nS0jcFQNDLG3e @Seller_JT2cdQLa0Oueg
