Unfair A-to-Z Claim and ODR Impact - Seeking Advice and Support from Fellow Sellers
Hello Amazon Seller Community and Support Team,
I hope you’re doing well. I’m reaching out for advice and guidance regarding a situation that has severely impacted my account health, Buy Box eligibility, and advertising campaigns. Despite providing clear evidence and maintaining communication with the buyer, Amazon granted the A-to-Z claim, and my ODR has increased, negatively affecting my performance metrics. I would greatly appreciate any support or advice from fellow sellers who may have encountered similar challenges.
Order Details:
Order ID: 114-8521904-0688263
Product Name: ECLATIQUE RUG Vintage Hand Tufted Aubusson Design Area Rug (8x10 Ft)
ASIN: B0DGCY7TGZ
Claim Amount: $682.40
Situation Overview:
Buyer’s Premature A-to-Z Claim:
The buyer contacted me on Saturday, March 17, and mentioned that they had returned the product and were waiting for the refund.
As it was the weekend, I promptly informed the buyer that our office was closed, and the refund would be processed on Monday when my manager returned to the office. However, despite this clear communication, the buyer filed an A-to-Z claim on the same day (Saturday), without allowing time for the refund to be processed.
Product Condition on Return:
Upon receiving the returned rug, I noticed that it was used, damaged, and had visible stains, which directly violates Amazon’s return policy that requires products to be returned in new and unused condition.
I documented the condition of the product and submitted evidence (photos) showing the damaged condition of the returned item, as well as communication with the buyer.
Unfair Decision and Impact:
Despite providing the evidence and explaining that I was waiting for the office to reopen to process the refund, Amazon upheld the A-to-Z claim and granted the refund to the buyer.
This situation has led to a significant increase in my Order Defect Rate (ODR), and I’ve lost the Buy Box, resulting in reduced visibility and drastic sales decline.
Furthermore, all of my advertisements have been automatically stopped, which has significantly hurt my business.
Why I Believe This Is Unfair:
Premature Claim: The buyer filed the A-to-Z claim despite me informing them about the refund timeline. They did not allow time for the refund to be processed.
Condition of the Product: The returned product was used and defective, which goes against Amazon’s return policy. Yet, the claim was still granted without properly considering the evidence provided.
Loss of Buy Box and Ads: As a result of this claim, my ODR has increased, I’ve lost the Buy Box, and my advertisements have been automatically paused, causing further financial loss.
Request for Advice and Support:
I am kindly asking for any advice or guidance from sellers who may have faced a similar issue. Here are my specific questions:
Has anyone faced a situation where Amazon granted an A-to-Z claim despite clear communication with the buyer and evidence showing the product was returned in an unacceptable condition? How did you handle it?
What steps did you take to remove the ODR after an A-to-Z claim was granted? Is there a way to appeal the ODR increase or restore the Buy Box in this situation?
How did you manage to restore your account health after a similar A-to-Z claim impact?
What I’ve Done So Far:
I have appealed the decision multiple times and provided all the evidence (photos, communication with the buyer, etc.), but Amazon has continuously responded with “We stand by our position”.
I’ve also explained the issue clearly in my appeals, emphasizing that I’m not seeking compensation for the defective product but only requesting the ODR removal and a fair review of the situation.
Communication with the buyer was clear, and I was willing to process the refund after the weekend, yet the buyer went ahead with the claim prematurely.
Conclusion:
I feel this situation has been unfairly handled, and despite my efforts to resolve it transparently, my ODR and account health have been negatively impacted. I’m seeking advice from anyone who has faced a similar issue or who may have suggestions on how to navigate this situation effectively.
Thank you for your time and consideration. I greatly appreciate any insights or advice you may have to help me resolve this matter.
Sincerely,
@Joey_Amazon @Danny_Amazon @Quincy_Amazon @Dominic_Amazon @Rose_Amazon @Tatiana_Amazon @Troy_Amazon @Tiff_Amazon @Charly_Amazon @Jameson_Amazon @Ricardo_Amazon @Atlas_Amazon @Dougal_Amazon @Jameson_Amazon @SEAmod @Nano_Amazon
Unfair A-to-Z Claim and ODR Impact - Seeking Advice and Support from Fellow Sellers
Hello Amazon Seller Community and Support Team,
I hope you’re doing well. I’m reaching out for advice and guidance regarding a situation that has severely impacted my account health, Buy Box eligibility, and advertising campaigns. Despite providing clear evidence and maintaining communication with the buyer, Amazon granted the A-to-Z claim, and my ODR has increased, negatively affecting my performance metrics. I would greatly appreciate any support or advice from fellow sellers who may have encountered similar challenges.
Order Details:
Order ID: 114-8521904-0688263
Product Name: ECLATIQUE RUG Vintage Hand Tufted Aubusson Design Area Rug (8x10 Ft)
ASIN: B0DGCY7TGZ
Claim Amount: $682.40
Situation Overview:
Buyer’s Premature A-to-Z Claim:
The buyer contacted me on Saturday, March 17, and mentioned that they had returned the product and were waiting for the refund.
As it was the weekend, I promptly informed the buyer that our office was closed, and the refund would be processed on Monday when my manager returned to the office. However, despite this clear communication, the buyer filed an A-to-Z claim on the same day (Saturday), without allowing time for the refund to be processed.
Product Condition on Return:
Upon receiving the returned rug, I noticed that it was used, damaged, and had visible stains, which directly violates Amazon’s return policy that requires products to be returned in new and unused condition.
I documented the condition of the product and submitted evidence (photos) showing the damaged condition of the returned item, as well as communication with the buyer.
Unfair Decision and Impact:
Despite providing the evidence and explaining that I was waiting for the office to reopen to process the refund, Amazon upheld the A-to-Z claim and granted the refund to the buyer.
This situation has led to a significant increase in my Order Defect Rate (ODR), and I’ve lost the Buy Box, resulting in reduced visibility and drastic sales decline.
Furthermore, all of my advertisements have been automatically stopped, which has significantly hurt my business.
Why I Believe This Is Unfair:
Premature Claim: The buyer filed the A-to-Z claim despite me informing them about the refund timeline. They did not allow time for the refund to be processed.
Condition of the Product: The returned product was used and defective, which goes against Amazon’s return policy. Yet, the claim was still granted without properly considering the evidence provided.
Loss of Buy Box and Ads: As a result of this claim, my ODR has increased, I’ve lost the Buy Box, and my advertisements have been automatically paused, causing further financial loss.
Request for Advice and Support:
I am kindly asking for any advice or guidance from sellers who may have faced a similar issue. Here are my specific questions:
Has anyone faced a situation where Amazon granted an A-to-Z claim despite clear communication with the buyer and evidence showing the product was returned in an unacceptable condition? How did you handle it?
What steps did you take to remove the ODR after an A-to-Z claim was granted? Is there a way to appeal the ODR increase or restore the Buy Box in this situation?
How did you manage to restore your account health after a similar A-to-Z claim impact?
What I’ve Done So Far:
I have appealed the decision multiple times and provided all the evidence (photos, communication with the buyer, etc.), but Amazon has continuously responded with “We stand by our position”.
I’ve also explained the issue clearly in my appeals, emphasizing that I’m not seeking compensation for the defective product but only requesting the ODR removal and a fair review of the situation.
Communication with the buyer was clear, and I was willing to process the refund after the weekend, yet the buyer went ahead with the claim prematurely.
Conclusion:
I feel this situation has been unfairly handled, and despite my efforts to resolve it transparently, my ODR and account health have been negatively impacted. I’m seeking advice from anyone who has faced a similar issue or who may have suggestions on how to navigate this situation effectively.
Thank you for your time and consideration. I greatly appreciate any insights or advice you may have to help me resolve this matter.
Sincerely,
@Joey_Amazon @Danny_Amazon @Quincy_Amazon @Dominic_Amazon @Rose_Amazon @Tatiana_Amazon @Troy_Amazon @Tiff_Amazon @Charly_Amazon @Jameson_Amazon @Ricardo_Amazon @Atlas_Amazon @Dougal_Amazon @Jameson_Amazon @SEAmod @Nano_Amazon
5 replies
Josh_Amazon
Hello @Seller_zNxeYODxAqSJt,
This is Josh from Amazon. Thank you for contacting our Forums!
I understand the situation you are experiencing with your A to Z claim appeal. Thank you so much for providing all the information and the order ID. I have reviewed the case and I was able to gather the necessary details to escalate this to our internal team.
Please wait with me until I get a response from them so I can get back to you soon with an update. In the meantime, please refrain from creating new cases related to this same issue.
Kind regards,
-Josh
Seller_TlqKowrTXUPvh
Hi ECLATIQUE RUG,
Wow, reading through your post, I genuinely feel for you – that sounds like an incredibly frustrating and frankly, quite unfair situation to be caught in. It's maddening when you feel like you've done everything right – communicated clearly with the buyer, provided solid evidence of the damaged return – only to have an A-to-Z claim upheld that tanks your ODR, knocks you off the Buy Box, and halts your ads. I've definitely experienced similar frustrations on this platform, and it really hits hard, especially seeing the direct impact on sales and visibility with a high-value item like yours.
It’s particularly tough dealing with what feels like a premature claim, filed before you even had a reasonable chance to process the refund during business hours. And even more grating when the return condition clearly violates policy (used and damaged!), yet the evidence seems to fall on deaf ears during the A-to-Z review. That disconnect between the claim decision and the actual state of the return is something many of us have unfortunately run into, and it really tests your patience.
From what I've seen and experienced myself (and sadly, what you'll hear echoed by many sellers here), once you start getting the repeated "We stand by our position" on those A-to-Z appeals, getting the actual decision reversed or, crucially, the associated ODR hit removed is exceptionally difficult, almost impossible in most cases. It often feels like Amazon's system treats the claim decision itself somewhat separately from mitigating factors like return condition, even when logic dictates they should be linked.
So, as painful and unfair as it feels right now, the focus often has to shift towards managing the impact and recovery, rather than continuing to fight a battle that Amazon seems determined not to reopen. The main thing, as you probably know, is that the ODR looks back over a 60-day rolling window. This means, while it stings badly now and directly affects your Buy Box and ads, that specific defect will eventually age out of the calculation.
Based on that, the typical path forward usually involves:
Weathering the Storm: Keep focusing on flawless execution for all your current and upcoming orders. Avoiding any new issues during this sensitive period is key.
Diluting the Impact: If your sales volume allows, try to drive more successful, problem-free orders. More good orders help reduce the percentage impact of that single defect on your ODR much faster.
Waiting it Out: Keep an eye on your Performance metrics. That 60-day clock is ticking every day. Once this order falls out of that window, your ODR should recover, which is the primary step to regaining Buy Box eligibility and getting those ads running again.
It certainly sounds like you handled the buyer communication professionally and did your due diligence providing evidence of the return condition. It makes the outcome feel even more arbitrary and frustrating when you've followed the process. You're definitely not alone in facing this kind of challenge and feeling let down by the system's rigidity.
Hang in there. It's incredibly disheartening, I know, but hopefully, that ODR metric will clear up relatively soon as the 60 days pass, and you can get your business fully back on track. Wishing you the absolute best in navigating through this rough patch quickly.
Sincerely,
PRS_prime / Onur SURUCU
