ODR Destroyed by Unfair A-to-Z Claim – Buyer Ignored Us, Amazon Ignored the Facts!
Hi Amazon Team and Fellow Sellers,
I’m reaching out for urgent help and a fair review.
We just had an A-to-Z Guarantee claim granted against us and it’s now impacting our Order Defect Rate (ODR) despite the fact that we did everything right as a seller.
Here’s what happened:
The buyer claimed the delivery driver stole the package (a serious accusation)
We asked for proof (such as a police report or any supporting evidence) but received no response from the buyer.
We tried multiple times to contact the customer to resolve this matter amicably, but they ignored us and instead went straight to Amazon.
Meanwhile, we opened a case with Amazon Support for guidance (Case ID: 11127978112) to ensure we were handling it correctly.
Despite our efforts and the customer’s refusal to engage, the claim was granted, and now our account health is at risk.
This feels deeply unfair. According to Amazon’s A-to-Z Guarantee Policy, sellers are supposed to be given a chance to resolve issues with the buyer but we were completely denied that chance.
We followed Amazon’s rules. We acted in good faith. And now we’re being penalised for doing exactly what we were supposed to do.
We’re asking Amazon to review this case thoroughly, including the full message history and our support case, and remove the ODR impact from this unfair claim.
If any Amazon staff see this, please help escalate the matter. And if any sellers have faced similar situations and found a way to appeal successfully, your advice would be greatly appreciated.
@Maja_Amazon @Julia_Amazon @Julia_Amzn @Winston_Amazon @Ash_AMZ @Spencer_Amazon @Sakura_Amazon_ @Abella_AMZ @Ange_Amazon @JiAlex_Amazon
Thank you,
ODR Destroyed by Unfair A-to-Z Claim – Buyer Ignored Us, Amazon Ignored the Facts!
Hi Amazon Team and Fellow Sellers,
I’m reaching out for urgent help and a fair review.
We just had an A-to-Z Guarantee claim granted against us and it’s now impacting our Order Defect Rate (ODR) despite the fact that we did everything right as a seller.
Here’s what happened:
The buyer claimed the delivery driver stole the package (a serious accusation)
We asked for proof (such as a police report or any supporting evidence) but received no response from the buyer.
We tried multiple times to contact the customer to resolve this matter amicably, but they ignored us and instead went straight to Amazon.
Meanwhile, we opened a case with Amazon Support for guidance (Case ID: 11127978112) to ensure we were handling it correctly.
Despite our efforts and the customer’s refusal to engage, the claim was granted, and now our account health is at risk.
This feels deeply unfair. According to Amazon’s A-to-Z Guarantee Policy, sellers are supposed to be given a chance to resolve issues with the buyer but we were completely denied that chance.
We followed Amazon’s rules. We acted in good faith. And now we’re being penalised for doing exactly what we were supposed to do.
We’re asking Amazon to review this case thoroughly, including the full message history and our support case, and remove the ODR impact from this unfair claim.
If any Amazon staff see this, please help escalate the matter. And if any sellers have faced similar situations and found a way to appeal successfully, your advice would be greatly appreciated.
@Maja_Amazon @Julia_Amazon @Julia_Amzn @Winston_Amazon @Ash_AMZ @Spencer_Amazon @Sakura_Amazon_ @Abella_AMZ @Ange_Amazon @JiAlex_Amazon
Thank you,
0 replies
Seller_6HXPDZ2n6YG3n
There is clear proof that the parcel was delivered on time, but the customer claimed the driver took a photo and left with the item. In other words, they are accusing the courier of theft yet somehow, it’s still considered the seller’s fault.
Evri is working with drivers who are being accused of such behaviour, but we are the ones held responsible. We refund the customer, we follow the process, and yet Amazon constantly looks for the smallest reasons to penalise sellers. It’s exhausting.
At this point, it no longer feels like a partnership with Amazon it feels like we're being treated as the enemy. Every action taken against sellers seems increasingly hostile, rather than supportive or fair.
Jona_Amazon
Hi @Seller_6HXPDZ2n6YG3n,
I'm Jona from Amazon.
I have checked your case and I can see that you have issued the refund to the customer. However, as the buyer did file a claim, the claim will still be included in your Order Defect Rate and performance metrics. The information you have received from the AtoZ Team is correct.
Best,
Jona
Seller_6HXPDZ2n6YG3n
@Julia_Amazon @Julia_Amzn @JiAlex_Amazon
Can you please review my case?
The customer never responded to any of my messages or questions in an effort to resolve the issue. I was given an ODR for a late or non-delivery order, but after I provided proof of delivery, the claim reason was changed to “customer filed a claim.”
This seems highly suspicious as if the intention is to penalise the seller regardless of the actual circumstances. If there’s no valid reason, it feels like one is simply being created.
If you check the communication history, you’ll see the customer never responded directly to a single message we sent. Since when does a seller receive an ODR because the customer is uncooperative and unresponsive?
