Hello fellow sellers,

I’m reaching out to share my recent experience with an Order Defect Rate (ODR) case and to get your input or advice on how to handle situations like this in the future. Here are the details:

Order ID: 702-0808390-6008212

Product: Backrack 91011-31 Toolbox Bracket; 31 in.; Used To Mount Over-The-Rail Style Toolboxes

Product Amount: CAD 233.60

Delivery Estimate: December 18-28, 2024

Claim Date: January 22, 2025

The customer claimed that the item was "different from what they ordered." However, their actual complaint focused on the high cost of return shipping, which they felt was unreasonable since they are a Prime member. They didn’t reach out to me before filing the claim, so I wasn’t able to address their concerns or provide a resolution in time.

I made multiple attempts to contact the customer (on December 14, 2024, and January 22, 2025) to resolve the issue.

I was prepared to provide a prepaid return shipping label upon request, even though the product listing does not state that return shipping is covered.

The product was accurately described in the listing and shipped as advertised. The customer’s issue with return shipping costs is not related to the quality or accuracy of the product. As a third-party seller, I follow Amazon's policies, which do not mandate prepaid return shipping unless explicitly mentioned in the listing.

The customer filed the claim without contacting me first, which limited my ability to resolve the matter before the claim was escalated.

The refund has already been processed, and also the claim impacted my ODR. I’ve appealed to Amazon Seller Support, requesting that this case be reviewed and removed from my ODR calculation but rejected immediately.

Have you experienced similar situations where the customer misunderstood return shipping policies or didn’t contact you before filing a claim?

How do you handle cases like these to avoid ODR impacts?

Do you think Amazon takes these points into account during appeals?

I’d appreciate any advice or shared experiences from those who have dealt with similar issues. I’m trying to stay proactive in handling these cases while adhering to Amazon’s policies, but situations like this make it challenging to maintain a strong performance record with the ODR effects.

Thanks in advance for your help!

Sincerely,

BURCIN CIKINCI