Receiving an A-Z = A 'default fraud seller' to prove the opposite
Hi, out of blue, a customer filed an A-Z for an undelivered item (Order 206-1245643-6600336), which was tagged as DELIVERED on Aramex tracking as normal. OK, we thought it might be delivered to a wrong address and promptly refunded the buyer with an extra discount on any future purchase of theirs. We also offered a quick free replacement via Fedex. No response from the buyer, A-Z closed but its negative ODR impact stays.
We created a case (CASE 11280580142) to revert it, but the explanation for its denial was:
"...the customer has claimed A-Z claim for the order and you have approved the claim. In this situation, your Order Defect Rate (ODR) will be impacted and we do not have a option to manually revert this issue." Excuse me but what else was I supposed to do? Do you give us time to inquire about packages like this and try to get evidence to prove anything against what customers claim without contacting us first? I am in touch with the carrier but even if they provide a signed for POD, shall I be able to change things?
Hundreds of successful sales history, excellent customer communication and satisfaction rates are ignored and forgotten that quickly. Could you kindly reconsider your decision on this ODR impact please so that we continue doing our business normally without losing our boyboxes?
@Julia_Amazon @Julia_Amzn @Ezra_Amazon @Winston_Amazon @Simon_Amazon
@Sarah_Amzn
Receiving an A-Z = A 'default fraud seller' to prove the opposite
Hi, out of blue, a customer filed an A-Z for an undelivered item (Order 206-1245643-6600336), which was tagged as DELIVERED on Aramex tracking as normal. OK, we thought it might be delivered to a wrong address and promptly refunded the buyer with an extra discount on any future purchase of theirs. We also offered a quick free replacement via Fedex. No response from the buyer, A-Z closed but its negative ODR impact stays.
We created a case (CASE 11280580142) to revert it, but the explanation for its denial was:
"...the customer has claimed A-Z claim for the order and you have approved the claim. In this situation, your Order Defect Rate (ODR) will be impacted and we do not have a option to manually revert this issue." Excuse me but what else was I supposed to do? Do you give us time to inquire about packages like this and try to get evidence to prove anything against what customers claim without contacting us first? I am in touch with the carrier but even if they provide a signed for POD, shall I be able to change things?
Hundreds of successful sales history, excellent customer communication and satisfaction rates are ignored and forgotten that quickly. Could you kindly reconsider your decision on this ODR impact please so that we continue doing our business normally without losing our boyboxes?
@Julia_Amazon @Julia_Amzn @Ezra_Amazon @Winston_Amazon @Simon_Amazon
@Sarah_Amzn
3 replies
Seller_PQD1qZdYc2eG3
Why did you refund the buyer so quickly? Not all a-z claims are instantly granted - with my most recent one for non-delivery, Amazon asked the buyer for more information. I think that if you refund a buyer yourself, you cannot successfully appeal the claim. The ODR defect seems to be hit and miss with them.
I've found Aramex to be very helpful as they log all delivered parcels. They could have advised whether they'd received the parcel or not and if they had, could have provided the proof of the onward international forwarding. That could have been the proof needed to appeal a claim had you let Amazon make the a-z decision.
Seller_ZVAz3d5lZuGid
"... promptly refunded the buyer with an extra discount on any future purchase of theirs. We also offered a quick free replacement via Fedex."
If the tracking showed as delivered why on earth did you refund, AND offer a discount AND replace ? - By refunding you have basically admitted fault, even though the tracking showed as delivered, and now the customer will have a refund, and a second item - unless they maybe didn't accept your offer of a replacement ? I would always say NEVER send a replacement, but if the customer still wants the item, tell them to place another order.
Seller_D6kjCY0QHVSPC
Hi Hilda and JillyB, thank you for your responses. The address on the delivered log was not the buyer's city that's why I wanted to be proactive and courteous to the buyer. The same thing happened with Aramex again just recently, but it happens to be my best option so far since we don't want to send items via some other more economical options, you know.
The item was not expensive thanks to God. I don't know about you but after reading so so many things about these A-Z stuff and my previous experience with Amazon on several other marketplaces too, maybe it's time to consder moving to another platform. With all that counter seller attitude, I am losing my hope on Amazon I guess.
