A-Z Claims and Buy Shipping and Order Defect Rate (ODR) problem
I thought Item Not Received (INR) A-Z Claims when using Amazon Buy Shipping were not counted against our Order Defect Rate (ODR) metrics? I’ve had this in the past and tried to appeal with no success. I appreciate I will have to fund the claim myself (order sent standard RM48), but it’s the ODR that I am not happy with - it’s one of the reasons I use Buy Shipping rather than Click and Drop. Has anyone successfully appealed the ODR when sent with Buy Shipping? Thanks
1 reply
Seller_0UsCN5pKkU6bJ
I just come across this. I had an A-Z claim that used Buy Shipping and its been counted against my ODR? Yet according to their own help pages
https://sellercentral.amazon.co.uk/help/hub/reference/G200202220?locale=en_GB
A-to-z Guarantee claims : If you purchase Amazon’s Buy Shipping and ship on time, you are protected against a-to-z claims where a customer reports problems with delivery. Those claims will not affect your Order Defect Rate but you are still responsible for the financial loss of these claims.
As usual I smashed my head against a brick wall trying to get seller support to see this. Their typical response was
"Hello from Amazon Selling Partner Support,
Thank you for contacting us.
We apologize for the inconvenience caused.
As per Amazon Policies, The following types of claims impact your ODR:
-Claims that are granted to the buyer and for which Amazon determines that you were at fault
-Claims for which you refunded the buyer after the claim was filed
-Claims for which you or Amazon cancelled the order
The following types of claims do not impact your ODR:
-Claims for which Amazon determines that you were not at fault
-Claims that are denied to the buyer
-Claims that were withdrawn by the buyer
For more information, please refer to the help page : https://sellercentral.amazon.co.uk/help/hub/reference/G200285170
Selling Partner Support is not able to provide any further information on this claim."
