Unfair A-Z claim
Order 405-0350050-8137106
The buyer filed an A-Z claim for not receiving the product.
Amazon approved the seller's refund and affected the ODR.
This order shipped using Amazon Buy Shipping services. We ship on time and the parcel is delivered on time. Why it affects our performance?
Please help us.
@JiAlex_Amazon@Ezra_Amazon@Spencer_Amazon@Angie_Amazon
Unfair A-Z claim
Order 405-0350050-8137106
The buyer filed an A-Z claim for not receiving the product.
Amazon approved the seller's refund and affected the ODR.
This order shipped using Amazon Buy Shipping services. We ship on time and the parcel is delivered on time. Why it affects our performance?
Please help us.
@JiAlex_Amazon@Ezra_Amazon@Spencer_Amazon@Angie_Amazon
13 replies
Seller_ZJhFeE3tNKzfh
because the a-z systems have never been programmed to look for buy shipping usage.
Unfortunately you just need to open a case with seller support again and again and again and again and again until you get someone who knows what they are doing.
With any luck you’ll get someone who really doesn’t and they’ll reverse the refund as well and take it from amazons funds instead. That happened to us once!
Seller_7pTs15IYXmTOB
If it was signed for, then eventually they would reimburse you. As the seller above says, open a case and inform the team. After that if you tag a mod here, give case id they may pursue it for you.
Seller_540qgZMXuuXdD
Nearly all A-Z claims are unfair.
If a customer knows how to play the system, you will lose.
Seller_6HXPDZ2n6YG3n
Sent this below message to A to Z appeal team they will remove your ODR immediately
'Hello
This A-Z claim should not affect my ODR (Order Defect Rate) as I purchased Amazon's Buy Shipping for it and it was also shipped on time, and your own policy (https://sellercentral.amazon.co.uk/help/hub/reference/G200202220?locale=en_GB) clearly states: ''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.''
I'm fine with covering the financial part but my ODR should absolutely should not be affected at all by this A-Z Claim and hence I expect the decision for this claim to affect my ODR to be reversed asap, otherwise you guys would be breaching your own policy and this would be incredibly unfair on the seller (me)..
Yours sincerely;
Seller_7pTs15IYXmTOB
I know this might sound strange and even perhaps offtopic but I have had a seller from China send me a tracking generated by AI, a tracking you couldn't do on proper authentic courier/royal mail tracking websites. This happened recently, about few weeks ago.
I asked this Chinese seller for a UK based courier name that he claims to have delivered and he referred me to his fake AI generated tracking that looked so real but I never received my order. Fortunately paypal picked it up and refunded me in full.
I wouldn't blame Amazon if they do not trust Chat GPT and I have no clue what this is either. However the pertinent questions are: Did you get a signature. Which French courier did you use because once it arrives at the mainland, local couriers are used.
Ezra_Amazon
Hello @Seller_lXSLnVpgu7AEq,
I checked with the partner team about your case. Here's what they found:
The buyer originally filed an A-Z claim saying they didn't receive the item, but this was actually about returns. On May 30, 2025, Amazon asked you to provide a return label for the item. You didn't respond within the given timeframe.
When sellers don't respond to these requests within the timeframe Amazon gives, they side with the buyer automatically. This is why this claim was resolved in buyer's favor.
Thanks for understanding, Ezra.
Seller_lXSLnVpgu7AEq
Dear Ezra
The customer did not request a return for the order, so how could we provide a return label? As shown in the picture. Can Amazon find out that we provide return labels to all customers who request returns?
