Even though the customer knew and confirmed that the product would arrive late, they received a refund and my ODR score was affected.
Appeal for A-to-Z Guarantee Claim – Request for Reevaluation Dear Amazon Seller Support Team, I am writing to appeal the A-to-Z Guarantee claim (Case ID: 701-7952511-3237020) related to an order that was impacted by delays caused by Canada Post. Despite our proactive communication with the customer, this claim has caused significant financial and operational damage to our business. Here are the key details of the case: On December 12, I informed the customer about potential delays of 2-3 weeks due to Canada Post issues. The customer explicitly confirmed that they still wanted the product despite the delay. The customer opened an A-to-Z claim 16 days later, while the product was still in transit, and received a refund even though the delivery was on track within the stated timeline. The product was successfully delivered to the customer on January 8, as communicated in our initial correspondence. Throughout this process, we attempted to reach the customer multiple times to understand why they opened the claim, but they had disabled messaging, preventing us from resolving the issue directly with them. The product remains with the customer, who knowingly accepted the extended delivery timeframe but still opened a claim before the agreed-upon timeline elapsed. The decision to grant the A-to-Z claim has caused us: A negative impact on our Order Defect Rate (ODR), which is critical to maintaining our account health. Financial losses as the product was delivered, yet both the item and payment remain with the customer. We also are willing to share proof of delivery and the communication screen shots with the customer, proving that they accepted the delivery late. For this reason, we respectfully request the following: A reconsideration of this A-to-Z claim decision, taking into account that the delay was due to an external event (Canada Post delays), and the customer agreed to and was aware of the extended delivery timeframe. Protection of our ODR metrics and the reversal of the refund to ensure fairness in this situation. We value our partnership with Amazon and trust in its commitment to supporting sellers who diligently comply with policies and prioritize customer satisfaction. I kindly urge you to protect our business from undue harm caused by this exceptional case.
Even though the customer knew and confirmed that the product would arrive late, they received a refund and my ODR score was affected.
Appeal for A-to-Z Guarantee Claim – Request for Reevaluation Dear Amazon Seller Support Team, I am writing to appeal the A-to-Z Guarantee claim (Case ID: 701-7952511-3237020) related to an order that was impacted by delays caused by Canada Post. Despite our proactive communication with the customer, this claim has caused significant financial and operational damage to our business. Here are the key details of the case: On December 12, I informed the customer about potential delays of 2-3 weeks due to Canada Post issues. The customer explicitly confirmed that they still wanted the product despite the delay. The customer opened an A-to-Z claim 16 days later, while the product was still in transit, and received a refund even though the delivery was on track within the stated timeline. The product was successfully delivered to the customer on January 8, as communicated in our initial correspondence. Throughout this process, we attempted to reach the customer multiple times to understand why they opened the claim, but they had disabled messaging, preventing us from resolving the issue directly with them. The product remains with the customer, who knowingly accepted the extended delivery timeframe but still opened a claim before the agreed-upon timeline elapsed. The decision to grant the A-to-Z claim has caused us: A negative impact on our Order Defect Rate (ODR), which is critical to maintaining our account health. Financial losses as the product was delivered, yet both the item and payment remain with the customer. We also are willing to share proof of delivery and the communication screen shots with the customer, proving that they accepted the delivery late. For this reason, we respectfully request the following: A reconsideration of this A-to-Z claim decision, taking into account that the delay was due to an external event (Canada Post delays), and the customer agreed to and was aware of the extended delivery timeframe. Protection of our ODR metrics and the reversal of the refund to ensure fairness in this situation. We value our partnership with Amazon and trust in its commitment to supporting sellers who diligently comply with policies and prioritize customer satisfaction. I kindly urge you to protect our business from undue harm caused by this exceptional case.
Seller_CW0P5hgbsiqWX
OP: "Even though the customer knew and confirmed that the product would arrive late, they received a refund"
That's the way Amazon works; the buyer always wins. Everything you see happening is run by a Bot, which a real human has no control over.
19 replies
Seller_OvL8C4BJWiuS9
Doesn't matter one bit what you had "confirmed" prior to delivery-it was late or not received on time and that's all Amazon cares about. Buyer probably knew they could file and a claim and get product for free.
Ultimately you are responsible for the carrier you choose, so you cannot blame it on the Canadian Post. I mean, you can, but that doesn't get you anywhere.
Seller_oEw5wUNHgJxxP
We exited Canada when the Covid event took place. Canada Post could not and would not deliver on time. We terminated what should have been a 10% increase in sales, lucky if it was 2% at the peak.
I suggest you do the same.
Seller_EQlLF0v98bWcn
You lost the a to z claim because you shipped the item late, not because the item was delivered late. The order was placed on december 12th and you didnt ship it until december 19th. In accordance with amazon TOS and shipping guidelines the item must be received by the carrier on or before the ship by date. I have had NUMEROUS a to z claims where the package was VERY late because of postal delays and amazon still covered the cost of the refund because I used amazon buy shipping and I shipped on time.
Seller_CW0P5hgbsiqWX
OP: "Even though the customer knew and confirmed that the product would arrive late, they received a refund"
That's the way Amazon works; the buyer always wins. Everything you see happening is run by a Bot, which a real human has no control over.
Joey_Amazon
Hello @Seller_f0gtexoUcLt8g,
Thank you for posting here at the forums!
Just wanted to confirm that in order to be eligible for Claims Protection the order needs to be shipped/scanned by the ship by date associated with the order.
Also, the tracking number information associated with the Order is different from the one you are sharing on the image.
