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.
12 replies
Seller_CW0P5hgbsiqWX
You could have saved all that writing if you had stated where the shipping was purchased. That is what the responses would be based on.
If you purchased your shipping off the Amazon site, you are in charge of handling the claim, at your expense.
If you purchased the shipping on Amazon, there's a trick in winning an INR appeal.
OP: "The customer explicitly confirmed that they still wanted the product despite the delay."
That would be the correct answer. They know that if the product arrives more that 3 days after the delivery window, they only need to call Coatomer Survive, complain, and they jet a free product. At your expense of course.
