My Order Defect Rate 0.92%i s in Danger
Dear Sirs,
My Order Defect Rate 0.92%is in Danger
Some thing has gone wrong - All these cases have not followed amazon policy and been granted with no contact to me first .
Granted
Seller-funded: Sep 21
Order Defect Rate (ODR) impacted: Yes
Customer comments: I still have not received item so would like a refund
Granted
Seller-funded: Sep 21
Order Defect Rate (ODR) impacted: Yes
Appeal by: Oct 21
Granted
Seller-funded: Sep 20
Order Defect Rate (ODR) impacted: Yes
Appeal by: Oct 20
Order ID: 203-2457808-8426765
Order Defect Rate (ODR) impacted: Yes
No action currently required
Order ID: 203-8268031-1389136
Product amount: GBP 19.75
Claim date: 23 September 2023
Why is this happening?
The customer claimed that they did not receive the order and we were unable… Show more
Under review
Order Defect Rate (ODR) impacted: Yes
No action currently required
Order ID: 202-6436542-3979564
Claim date: 22 September 2023
Customers are not eligible to raise an A-to-z Guarantee Claim (“Claim”) without contacting you first. ???????????
I was not given any opportunity to resolve the issue, the a - z was opened in bad faith and should be closed.
All these A to Z claims have been granted with no customer contact to me first : as per amazon policy.
Please assist in removing the ODR portion of the cases
My Order Defect Rate 0.92%i s in Danger
Dear Sirs,
My Order Defect Rate 0.92%is in Danger
Some thing has gone wrong - All these cases have not followed amazon policy and been granted with no contact to me first .
Granted
Seller-funded: Sep 21
Order Defect Rate (ODR) impacted: Yes
Customer comments: I still have not received item so would like a refund
Granted
Seller-funded: Sep 21
Order Defect Rate (ODR) impacted: Yes
Appeal by: Oct 21
Granted
Seller-funded: Sep 20
Order Defect Rate (ODR) impacted: Yes
Appeal by: Oct 20
Order ID: 203-2457808-8426765
Order Defect Rate (ODR) impacted: Yes
No action currently required
Order ID: 203-8268031-1389136
Product amount: GBP 19.75
Claim date: 23 September 2023
Why is this happening?
The customer claimed that they did not receive the order and we were unable… Show more
Under review
Order Defect Rate (ODR) impacted: Yes
No action currently required
Order ID: 202-6436542-3979564
Claim date: 22 September 2023
Customers are not eligible to raise an A-to-z Guarantee Claim (“Claim”) without contacting you first. ???????????
I was not given any opportunity to resolve the issue, the a - z was opened in bad faith and should be closed.
All these A to Z claims have been granted with no customer contact to me first : as per amazon policy.
Please assist in removing the ODR portion of the cases
7 replies
Seller_d8YGbIjNqwFxn
If they were shipped via Amazon Buy Shipping then you can appeal stating that policy is that your ODR from A-Z's are not impacted if you ship on time using Buy Shipping.
If not you could try appealing stating there was no prior customer contact. Amazon policy is that customers should contact you first. However the likelihood is that you won't get the ODR overturned.
Your ODR though is still below 1% and if it remains so it shouldn't impact your account health.
Have you also done some analysis on why you have so many customers claiming non delivery? I wouldn't say it was normal to get that many complaints unless you were shipping a very high number of orders each day.
Seller_AeNP16b2BeNI9
Do you use Amazon shipping or your own tracked service? If the case is true for either and if you haven't already done so, I would definitely appeal these cases.
It is important that you do because in my experience it will demonstrate that you are proactive in handling them. Be very clear with dates in your appeal, when it was ordered, when you shipped it, what delivery estimate was. Stick to the facts too, do not make or state any assumptions. Avoid emotion too! The fact that you have had no prior contact with the customer is against Amazon's own policy, ensure you reiterate this and clearly demonstrate the fact in your appeals.
We have a decent track record with appeals like this, I believe because we have a good proactive record with dealing with INR issues. We always pursue and communicate with the customer and until such time there is no other way open to us, we refund.
Occasionally we have been unsuccessful even when it was clear in my mind the decision was wrong, so perhaps it also depends on who is looking at the case. In these (few) cases we have to take it on the chin.
Seller_rGNl7DgMf1CPH
The only way is to send every item tracked and signed and if you sell small items as I do customers will not pay the extra to have the order signed for.
I have had 3 in the last month clain they have not received their items. None of them contacted me before they did an A-Z claim.
One of them failed to collect the item from the sorting office and it was returned to me a couple of weekls later.
Another got the item the day after the A-Z, they are (according to Amazon) not required to return the item.
It is a bit like shoplifting but it is the shop that gets done for the crime.
Don't expect to win against Amazon. You don't stand a chance, they will always treat you as a second class citizen
