Amazon A-to-Z Claim Unfairly Impacting My ODR: Lack of Transparency and Accountability even from Jeff
Hello,
I urgently need help from any moderator who can forward our case for a manual review. It's clear that we aren't receiving a proper review from the A-Z Team or even from Jeff Team. We are not asking for a refund, but for the removal of the ODR, as this is severely impacting our sales due to the ODR's negative effect on our account. Maybe@Danny_Amazon, @Emet_Amazon, @Xander_Amazon, @Joey_Amazon, @Nano_Amazon could assist, or any other mod?"
I’m submitting an urgent request for a manual review of an A-to-Z claim for order 112-6764846-4095415. Despite fully complying with Amazon’s policies, this claim is unfairly impacting our ODR. Below are the key facts regarding the situation, and I believe the claim should be removed.
Case Background:
* The order was returned due to an address/customs issue, not a fault on our part.
* Before the Estimated Delivery Date (EDD), we proactively communicated with the buyer and offered either a refund or replacement.
* The buyer agreed to a replacement in writing, and it was shipped it at our own expense.
* Despite this, the buyer mistakenly opened an A-to-Z claim. They later admitted they didn’t realize they had done so, saying: “I did not know that I opened a claim. Amazon just offered me a refund, so I went through the process.”
Policy Violation:
* This claim contradicts Amazon’s A-to-Z policy, which states that sellers should not be penalized when resolving issues in a timely manner. We followed all proper steps but are still being penalized.
* The buyer acted in good faith, agreeing to wait for the replacement. The claim is misleading and contradicts Amazon's policy on fraudulent claims.
* I’m not disputing the delivery issue, but I’m requesting the removal of this A-to-Z claim due to its unjust impact on our ODR.
Request for Fair Review:
I respectfully ask Amazon to review the case and remove this defect from my ODR. This claim does not reflect my actual performance or the efforts I took to resolve the issue. I’ve provided supporting documentation, including the buyer’s written confirmation that they agreed to wait for the replacement.
I can share few cases IDs but they are quite useless because they are just shown as "transferred" and the actual response comes via email with generic answer that "they will stand by their decision".
Amazon A-to-Z Claim Unfairly Impacting My ODR: Lack of Transparency and Accountability even from Jeff
Hello,
I urgently need help from any moderator who can forward our case for a manual review. It's clear that we aren't receiving a proper review from the A-Z Team or even from Jeff Team. We are not asking for a refund, but for the removal of the ODR, as this is severely impacting our sales due to the ODR's negative effect on our account. Maybe@Danny_Amazon, @Emet_Amazon, @Xander_Amazon, @Joey_Amazon, @Nano_Amazon could assist, or any other mod?"
I’m submitting an urgent request for a manual review of an A-to-Z claim for order 112-6764846-4095415. Despite fully complying with Amazon’s policies, this claim is unfairly impacting our ODR. Below are the key facts regarding the situation, and I believe the claim should be removed.
Case Background:
* The order was returned due to an address/customs issue, not a fault on our part.
* Before the Estimated Delivery Date (EDD), we proactively communicated with the buyer and offered either a refund or replacement.
* The buyer agreed to a replacement in writing, and it was shipped it at our own expense.
* Despite this, the buyer mistakenly opened an A-to-Z claim. They later admitted they didn’t realize they had done so, saying: “I did not know that I opened a claim. Amazon just offered me a refund, so I went through the process.”
Policy Violation:
* This claim contradicts Amazon’s A-to-Z policy, which states that sellers should not be penalized when resolving issues in a timely manner. We followed all proper steps but are still being penalized.
* The buyer acted in good faith, agreeing to wait for the replacement. The claim is misleading and contradicts Amazon's policy on fraudulent claims.
* I’m not disputing the delivery issue, but I’m requesting the removal of this A-to-Z claim due to its unjust impact on our ODR.
Request for Fair Review:
I respectfully ask Amazon to review the case and remove this defect from my ODR. This claim does not reflect my actual performance or the efforts I took to resolve the issue. I’ve provided supporting documentation, including the buyer’s written confirmation that they agreed to wait for the replacement.
I can share few cases IDs but they are quite useless because they are just shown as "transferred" and the actual response comes via email with generic answer that "they will stand by their decision".
8 odpowiedzi
Seller_Sram36TnVt73c
This is a mess.
You should have told the buyer you will refund when the item comes back to you and invite them to repurchase while that process unfolds.
In order to be protected against INRs, you need to buy shipping through Amazon and ship on time. AHT and SSA options, if enabled in your shipping templates/general settings will protect you against late delivery hits to your OTDR metric.
Additionally, I BELIEVE the buyer could withdraw their A to Z claim if they were really interested in doing so...
Seller_fbuyER5LDIjBF
I have noticed glitches in the USPS tracking lately. I had a package with over 100 scans and for some reason the first 5 or 6 scans did not show up on USPS but they were on the Amazon order page drop down menu, when you click the tracking number.
Before I realized it, I sent a screenshot of the post office tracking, thinking that was best before I realized some scans, the oldest scans, were missing. It took 2 full days before I got it overturned with screenshots from the order page showing the date it was accepted/picked up.
Seller_PNwUQLkqFLu1F
So a week has passed and not a single Mod has stepped in... Probably because even Mods know how pathetic, unfair and waste-of-time that AZ process is.
After numerous attempts to prove our innocence and full compliance with Amazon policy, we have finally received an email from Jeff Team:
"We need more information before we can make a decision on this A-to-z Guarantee claim......... You have chosen to provide a replacement for this order. So that we can close this claim, please provide the following information: The date the replacement was sent ; The shipping method used.; The tracking number (if applicable).
How can I provide the requested information?
Find this claim on the A-to-z Guarantee Claims page in Seller Central: and click ‘Respond to Amazon’."
We have provided this info right away, and tracking number is working and valid, with delivery fact. Also, there was no Respond to Amazon button so we provided a reply on a Seller Support...
What do you think happened? NOBODY HAS READ OUR REPLY AND DENIED THE CLAIM in approximately 20 seconds (I saw how it was started to be Under Review and then denied).
Then we have resent same email to Jeff Team as direct response of what was requested from us and..... And very same copy-pasted denial came back.
Amazon is a joke. It can't fit in my head how HORRIBLE investigation of such obvious facts can be. And due to this AMAZON INCOMPETENCE our sales are as low as 1-2 per day.
