Hello fellow sellers and Amazon moderators,
I'm reaching out for help regarding an A-to-Z Guarantee claim that we believe was handled unfairly due to a timing issue in communication from Amazon.
The claim is for order 113-1058665-1994639.
We received a return request and provided a prepaid return label in good faith, within the allowed time.
Later, Amazon sent an email requesting a specific file format, tracking ID, cost breakdown, and return address — but this message came after we had already submitted our response.
Unfortunately, the claim was granted shortly afterward, before we had the chance to comply with the new requirements.
As soon as we received the full instructions, we updated the label with all the requested details and even offered a US return address.
Despite this, our appeal was denied and the claim now counts against our Order Defect Rate (ODR). We’re very concerned, as we’ve acted professionally and followed Amazon’s policies.
We’re asking for advice on whether it’s still possible to request the removal of the defect from our ODR based on this timing issue, even if the refund remains.
Has anyone experienced something similar? Any advice from Amazon support or moderators on next steps would be greatly appreciated.
Thank you for your time.
@Seller_dnxnrsZIeTNo3@Seller_4GjtS9k0cnHHv @Seller_aEROSwwdnzGiU @Seller_1KYLYkgAlu4xX @Seller_pAPBCLhysbW5T @Seller_PIHyltK09pbl3 @Seller_F4AbbFj6ovBk3 @Seller_R6oYCnTB9O1Uy @Seller_OOVUXZLmb2UEH @Seller_fXQIQzsolCXuL @Seller_GEZPMc4CeQfh6 @Seller_l7Jtck9jxnEA0
