Help Need: unfair A-to-Z claim decision for Order ID: 702-9061666-4549012
The buyer picked up and signed for the package at a UPS store.
Later, the buyer claimed the package was not received, and the UPS tracking information now shows it was returned to us.
This is INCORRECT!
As the seller, we appealed this claim and attached proof, including the buyer's signature from the UPS store. The package was picked up from the UPS store, as confirmed by the tracking information. Documentation shows the buyer provided identification and signed for the package upon pickup. Despite submitting this supporting evidence, the claim decision was made within one hour, granting the buyer’s claim and debiting the amount from our account.
Our Questions:
Why was the claim granted when proof of delivery and receipt was provided? Since the transaction followed all required procedures, why was the amount still charged back to us? We respectfully request a review of this decision, as we believe it was made in error.
5 replies
Ricardo_Amazon
Hello @Seller_mj2QPx5iDaBTF,
Ricardo from Amazon here.
I've sent this information to our A-to-Z escalations team. Once I receive a response I will be letting you know.
Ricardo_Amazon
Hello again,
Our A-to-Z escalations team has reverted their decision.
A credit has been posted to your account and the ODR hit has been removed.
Happy Holidays!
Seller_mj2QPx5iDaBTF
Subject: Clarification on A-to-Z Claim Decision and RefundDear
Hi Ricardo_Amazon,
After I see your reply,I have a couple of questions regarding the recent A-to-Z Claim decision for the order in question:
1) Will the A-to-Z Claim decision continue to affect my Order Defect Rate (ODR), or will the ODR impact be removed? It didn't change and still affect my ORD rate ....
2) Could you confirm the exact date the refund was processed back to my account for this order?Thank you for your assistance, and I look forward to your reply.
Seller_mj2QPx5iDaBTF
I used the transaction payment view. I don't see the order #702-9061666-4549012 credit back to me. Which date did you credit back to me?
Ricardo_Amazon
Hello @Seller_mj2QPx5iDaBTF,
Thanks for the follow up.
I am seeing the ODR hit removed in your A-to-Z claims page.
The credit you can find it in the transaction view, please use the date filter and use 12/25/24 - 12/25/24.
Hope this resolves your questions.
