We are reaching out to seek assistance and bring attention to two consecutive A-Z Guarantee claims that have severely impacted our Order Defect Rate and put our Seller-Fulfilled account at risk of deactivation.

1. Order ID: 026-5297747-1153144

• A-Z claim filed on April 30, 2025, and was granted to the customer.
• The returned item had missing parts, and we clearly explained this in our appeal to the A-Z team. However, all we receive in response is the generic message: “We have reviewed the buyer’s claim and the information you provided for order 026-5297747-1153144. Although we understand your position, we stand by our decision.”
• We have appealed multiple times via the A-Z dashboard and even contacted a Seller Support Partner, but the case keeps getting routed back to the A-Z team with no resolution.

2. Order ID: 203-7364653-2413957

• A-Z claim filed on May 19, 2025, for a returned watch, but the watch itself was missing in the return package.
• We are still actively appealing this case and have also filed a claim with Royal Mail.
• These types of return abuse cases are placing an unfair burden on us as sellers. We’re doing everything right—responding to customers, providing evidence, and appealing through the correct channels—yet the outcome is always in the buyer’s favor without any clear explanation.

We respectfully request the following:

• A manual review of both A-Z claims mentioned above.
• Removal of the ODR impact from these two cases, as they stem from return fraud or loss beyond our control.

Please, any help from one of the team would be greatly appreciated@Ezra_Amazon @Julia_Amazon @Sakura_Amazon_ @Sarah_Amzn @JiAlex_Amazon@Simon_Amazon @Spencer_Amazon @Winston_Amazon

This is a critical matter, and we hope for the community admins’ support in escalating this to the proper team. Thank you for your understanding and help.

Sincerely,

big_panda