A-Z Claim for Lost Parcel
Amazon has refunded a customer without my knowledge of a parcel not delivered by Evri. I provided tracking at the time and the parcel is not showing as delivered as of May. My account health has not been affected however it is above 1% defect order rate.
Are sellers always held accountable for lost parcels or can I appeal the claim from Amazon that it was out of my control as it was shipped on time with the correct tracking added?
A-Z Claim for Lost Parcel
Amazon has refunded a customer without my knowledge of a parcel not delivered by Evri. I provided tracking at the time and the parcel is not showing as delivered as of May. My account health has not been affected however it is above 1% defect order rate.
Are sellers always held accountable for lost parcels or can I appeal the claim from Amazon that it was out of my control as it was shipped on time with the correct tracking added?
4 replies
Seller_SITNVuZK87zGK
Yes. Though A-Z claims can only be raised in theory if the customer has contacted you in advance. if they didn’t, you should be able to query the ODR on your account for that A-Z. Though you’d still be liable for the refund.
In addition, if Buy Shipping is used, you should not have your ODR affected. But, again, you’d be liable for the refund.
Just out of interest, who would you think would be liable?
Seller_RyBiR05Djvp7V
Hello @Hello_Stores,
This is Amelia from Amazon to assist you.
Based on the post above, we understand that your Account Health has affected due to Order Defect Rate being above 1%.
The Order Defect Rate 1 is a key measure of your ability to provide a good customer experience. ODR represents the percentage of orders with one or more indicators of poor customer service during a given 60-day time period.
Our policy is that sellers maintain an ODR under 1% in order to sell on Amazon. An ODR above 1% may result in account deactivation.
You will have 30 calendar days to submit an appeal if an A-to-z Guarantee claim (“Claim”) has been granted in favour of the customer. You will be given the opportunity to provide additional information to dispute the decision. To know more about the A-to-z Guarantee Claims here
You can raise a case to Seller Support team for further assistance regarding A-to-z Guarantee claim from here
The forums community and I are here to support you. Do reach out if you need any further assistance.
Regards,
Amelia
