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A to Z Claim
Customer has created and was granted an A-to-z Guarantee claim for returning an item, however we never received the item back as it was lost in the post ( returned by Amazon , via Parcel Force ) Amazon has debited the amount from our account and have counted this claim against our Order Defect Rate. How can this be ?
2 replies
Seller_mS10UjVYuuGor
If there is proof that the customer posted the item (or that it was collected from them) then they can't be held responsible for something lost in transit so the refund is reasonable.
What reason did Amazon give for it affecting your ODR? If it was because you took too long to refund after the item was with the courier then you can try arguing that you weren't able to inspect the return although Amazon will say you still should have refunded within 2 days of the expected return date to you. Your issue by that stage was with parcel force rather than the customer.
Sakura_Amazon_
Hello @Seller_XXPs1QwUhXH5N,
This is Sakura from Amazon. Welcome to the Seller Forums.
I see that @Seller_mS10UjVYuuGor shared some guidance here.
Regarding the return that is lost in transit as per Prepaid returns for seller-fulfilled orders:
What happens if the return is lost or damaged in transit?
You will be responsible for filing a claim directly with the carrier if a return is lost or damaged in transit. If this happens, and the item was not refunded through refund at first scan, process a full refund to the customer and file a claim directly with the carrier to receive a reimbursement.
Regarding the ODR impact, Could you provide us with some more details ?
Regards,
Sakura
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