ODR Impact Removal – A-to-Z Claim Despite Amazon Return Label Failure
Dear Amazon Seller Performance Team and fellow sellers,
I’m reaching out for help regarding an A-to-Z claim that was granted and impacted my Order Defect Rate (ODR) for order #112-2864732-1835428.
The customer used a return label generated by Amazon, but the package was returned back to them due to a carrier or label routing issue. Despite this the ODR was affected.
According to Amazon’s A-to-Z policy:
“When you ship on time using Amazon's Buy Shipping, there is no impact to your account health or Order defect rate for granted delivery-related claims…”
“If the customer uses an Amazon-generated return label and it fails, the seller is not at fault.”
In this case:
I shipped the order on time with valid tracking (FedEx, delivered May 1, 2025)
The customer requested a return
I promptly authorized the return and provided the Amazon-generated label
The issue occurred after the label was used, outside my control
I submitted an appeal requesting removal of the ODR impact, but it was denied.
I’m now respectfully asking Amazon Seller Support to reconsider this case, and remove the defect based on compliance with all Amazon policies.
If any fellow sellers have dealt with a similar case and successfully resolved it — I’d be very grateful for your insights.
Thank you for your support and attention.
ODR Impact Removal – A-to-Z Claim Despite Amazon Return Label Failure
Dear Amazon Seller Performance Team and fellow sellers,
I’m reaching out for help regarding an A-to-Z claim that was granted and impacted my Order Defect Rate (ODR) for order #112-2864732-1835428.
The customer used a return label generated by Amazon, but the package was returned back to them due to a carrier or label routing issue. Despite this the ODR was affected.
According to Amazon’s A-to-Z policy:
“When you ship on time using Amazon's Buy Shipping, there is no impact to your account health or Order defect rate for granted delivery-related claims…”
“If the customer uses an Amazon-generated return label and it fails, the seller is not at fault.”
In this case:
I shipped the order on time with valid tracking (FedEx, delivered May 1, 2025)
The customer requested a return
I promptly authorized the return and provided the Amazon-generated label
The issue occurred after the label was used, outside my control
I submitted an appeal requesting removal of the ODR impact, but it was denied.
I’m now respectfully asking Amazon Seller Support to reconsider this case, and remove the defect based on compliance with all Amazon policies.
If any fellow sellers have dealt with a similar case and successfully resolved it — I’d be very grateful for your insights.
Thank you for your support and attention.
6 odpowiedzi
Seller_4zBzdtgCyS9EI
does tracking show, ON CARRIER'S WEBSITE that the package was IN THEIR HANDS (with a city/origin location) by the ship by date?
Seller_g9oIxnLfCMhgS
Dear Moderators,@Ricardo_Amazon@Tiff_Amazon
I genuinely need your assistance in resolving this issue. I would be very grateful for any support or guidance you can provide.
Sincerely.
Xander_Amazon
Store 09 - I just reviewed your account and saw that your claim was denied because order x428 was not claims protected.
