Item lost by Canada Post, Order Defect is Impacted, please help!
Hello,
Regarding A-to-z claim on Order 701-9596792-4986649
The item was shipped on time, and was lost by the courier. The buyer was refunded in full, which is understandable but why is our account impacted by the ODR?
Please help, as this is not due to our error, please help to remove this defect from our account. We have no control over Canada Post.
Thank you
Item lost by Canada Post, Order Defect is Impacted, please help!
Hello,
Regarding A-to-z claim on Order 701-9596792-4986649
The item was shipped on time, and was lost by the courier. The buyer was refunded in full, which is understandable but why is our account impacted by the ODR?
Please help, as this is not due to our error, please help to remove this defect from our account. We have no control over Canada Post.
Thank you
8 replies
Seller_kNAboD6kRgVt7
Amazon does not care why a package is late or lost. There is no reasoning with bots. Once the order is filled the Seller is responsible for it getting to the buyer, no matter what. There have been sellers affected by floods and hurricanes, package is late, whose fault is it?? Sellers of course.
You can try to get a refund from Canada Post, but if the buyer refuses to cooperate with Canada Post, they will not refund you.
Seller_y7W9ccUlauftE
You as a Seller are responsible for delivery, it may not be your fault, but it is your responsibilty that the Buyer gets their purchase.
The ODR will go away after 60 days, when the defect stops being counted.
Seller_7LrAV0m5llaI7
Because Amazon had to step in and refund the customer.
If it was not your fault, or Amazon's fault, or the customers fault, you should have refunded the customer before the customer filed a claim.
Then you contact Canada post to open up an item not received insurance claim to get your money pack on your lost shipment.
Emet_Amazon
Hello @Seller_1idNlTUpfKbZW,
Thank you for posting your concerns with a received claim for a lost product.
Per our order defect rate help page, we advise that even with a refund after the claim, the claim is still be valid.
As mentioned by @Seller_kNAboD6kRgVt7 and @Seller_y7W9ccUlauftE, once an order is received, you are responsible for ensuring it is fulfilled and received by the expected dates or it will impact your performance, or potentially result in a claims.
Regarding the impact, as @Seller_y7W9ccUlauftE also advised, the ODR is calculated though a 60-day window. This window as of today is: Apr 30, 2024 - Jun 28, 2024. When it comes to what is included, we review the order date rather than the claim or feedback dates. This will help calculate how long the calculations will be impacted.
As it also appears you were trying to dispute this claim, I have passed your concerns to our community managers to look further into your concerns. I would also ask that you provide any related case ID to help their review process.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Seller_AOPeSr3Aybej3
Was it even lost? Or did the buyer just claim it did not arrive? I get like 10 of these a year, and those are just the thefts filed through A-Z I get even more with the buyers who just message me and demand a refund because they "didn't receive their item" I sometimes get like 3 of those in one week. Like Canada Post is losing thousands of packages, as all sellers deal with this on a regular basis. Welcome to the cesspool of selling on Amazon. Hang in there, it can affect your mental health, the insanity of selling here I mean.
Seller_xJx7vH6fvZFD9
If you refund the customer only after he opens a claim, it will still count against you.
The only way to avoid this would be refunding the customer before he opens the claim, which is not really feasible when you have 10000 orders a month to track for only a few that are marked as ''Lost''.
However, this defect will go away within 60 days. If your account is at risk, you can try to increase sales so the defect rate gradually goes down by receiving and fulfilling more orders.
It is true that if you receive only a few monthly orders, a single A-to-Z claim can potentially cause more damage than lets say a seller receiving thousands of orders every month.
