OK so the customer put in an AtoZ claim before contacting us stating the item was not received, we understand we are liable to refund the customer not a problem other than they should contact the seller first before being able to even raise an AtoZ. But the thing that really is bugging me is we use Amazon labels to send so it should not effect our ODR but it does here is the link to there policy.

https://sellercentral.amazon.co.uk/help/hub/reference/G200202220?locale=en_GB

This made us look at all the late delivery's or lost items through the carriers all of them have gone against our ODR its crazy how can we hold Amazon to account and remove these. It is plain to see they do not keep there side of the policy and keep hitting sellers with there big stick