Invalid A-to-Z Claim Affecting ODR (Case ID: 11153000622)
Hello Seller Support & Community,
We would greatly appreciate your assistance regarding an unjust A-to-Z Guarantee claim (Order ID: 204-2014840-8072334) that was wrongly classified as “Item Not Received”.
The buyer refused the package on 11 April 2025, as confirmed by their own message via Amazon’s messaging system—they mentioned they found the item cheaper elsewhere. Despite this, we voluntarily issued a full refund on 13 May 2025, without even waiting for the item’s return.
Unfortunately, this A-to-Z claim is still counting against our Order Defect Rate (ODR).
• We submitted two formal appeals via the Performance Notifications page on 14 May and again on 21 May 2025.
• We referenced the buyer’s written confirmation and refund details.
• Tracking ID (Evri): H0377A0010573418 — shows item was returned/refused.
• Case ID: 11153000622
We kindly ask that a moderator or Amazon performance team escalate this matter and remove this claim from our ODR metrics, as this was not a case of non-delivery, but an intentional refusal by the customer after a change of mind.
We believe the documentation in Amazon’s messaging system provides clear evidence, and we are committed to upholding our seller performance standards.
Thank you in advance for your support.
@Sarah_Amzn
@Julia_Amzn
@JiAlex_Amazon
Best.
Invalid A-to-Z Claim Affecting ODR (Case ID: 11153000622)
Hello Seller Support & Community,
We would greatly appreciate your assistance regarding an unjust A-to-Z Guarantee claim (Order ID: 204-2014840-8072334) that was wrongly classified as “Item Not Received”.
The buyer refused the package on 11 April 2025, as confirmed by their own message via Amazon’s messaging system—they mentioned they found the item cheaper elsewhere. Despite this, we voluntarily issued a full refund on 13 May 2025, without even waiting for the item’s return.
Unfortunately, this A-to-Z claim is still counting against our Order Defect Rate (ODR).
• We submitted two formal appeals via the Performance Notifications page on 14 May and again on 21 May 2025.
• We referenced the buyer’s written confirmation and refund details.
• Tracking ID (Evri): H0377A0010573418 — shows item was returned/refused.
• Case ID: 11153000622
We kindly ask that a moderator or Amazon performance team escalate this matter and remove this claim from our ODR metrics, as this was not a case of non-delivery, but an intentional refusal by the customer after a change of mind.
We believe the documentation in Amazon’s messaging system provides clear evidence, and we are committed to upholding our seller performance standards.
Thank you in advance for your support.
@Sarah_Amzn
@Julia_Amzn
@JiAlex_Amazon
Best.
2 replies
Seller_LrOi5Val3Iifg
If the A-Z was opened and you issued the refund instead of defending the claim then it will count against your ODR as you have basically accepted responsibility.
Jona_Amazon
Hi @Seller_adK4xUXApOfPa,
I'm Jona from Amazon.
I have reviewed your claim, however, although you refunded the customer, as the buyer did file a claim, the claim will still be included in your Order Defect Rate and performance metrics.
Best,
Jona
