Refunded for Customer’s Mistake and Penalised with ODR – How Is This Fair?
I’m posting this to share a recent case that I believe clearly demonstrates the level of injustice some of us sellers are facing and to ask, if this isn’t a hostile environment for third-party sellers, what is?
A customer bought a clay BBQ grill from me. Over a month after delivery, they broke it and then filed an A-to-Z claim. Despite the return window being long closed (Amazon's own 30-day policy), Amazon accepted the claim, refunded the customer, debited my account, and applied an Order Defect Rate (ODR) penalty to my account because i decline the return when customer request out of policy return.
Let’s be clear:
The product was delivered (only 3 days late, and the claim was NOT about delivery) but amazon always seeking problem to punish sellers
The customer caused the damage can see from picture below.
The return request was outside the allowed time frame by amazon rules!
I was simply following Amazon’s own policies by declining the return.
Yet I was hit twice: once financially with a refund from my own pocket, and again with an ODR penalty, which could affect account health and future sales.
I’ve appealed, of course they decline what else can be is it ? but the bigger issue is: how are we expected to run sustainable businesses under these conditions? If customers can break items, ignore return deadlines, and still be fully protected while we’re punished for following the rules, then what does seller protection even mean anymore?
Has anyone else experienced similar cases? This kind of treatment is not just unfair it borders on hostile. It’s time Amazon held itself to the same policy standards it expects from us.
@JiAlex_Amazon@Ezra_Amazon @Julia_Amazon@Julia_Amzn@Sarah_Amzn Can you please check this madness and delete this ODR from my account and return my money back please?
Refunded for Customer’s Mistake and Penalised with ODR – How Is This Fair?
I’m posting this to share a recent case that I believe clearly demonstrates the level of injustice some of us sellers are facing and to ask, if this isn’t a hostile environment for third-party sellers, what is?
A customer bought a clay BBQ grill from me. Over a month after delivery, they broke it and then filed an A-to-Z claim. Despite the return window being long closed (Amazon's own 30-day policy), Amazon accepted the claim, refunded the customer, debited my account, and applied an Order Defect Rate (ODR) penalty to my account because i decline the return when customer request out of policy return.
Let’s be clear:
The product was delivered (only 3 days late, and the claim was NOT about delivery) but amazon always seeking problem to punish sellers
The customer caused the damage can see from picture below.
The return request was outside the allowed time frame by amazon rules!
I was simply following Amazon’s own policies by declining the return.
Yet I was hit twice: once financially with a refund from my own pocket, and again with an ODR penalty, which could affect account health and future sales.
I’ve appealed, of course they decline what else can be is it ? but the bigger issue is: how are we expected to run sustainable businesses under these conditions? If customers can break items, ignore return deadlines, and still be fully protected while we’re punished for following the rules, then what does seller protection even mean anymore?
Has anyone else experienced similar cases? This kind of treatment is not just unfair it borders on hostile. It’s time Amazon held itself to the same policy standards it expects from us.
@JiAlex_Amazon@Ezra_Amazon @Julia_Amazon@Julia_Amzn@Sarah_Amzn Can you please check this madness and delete this ODR from my account and return my money back please?
0 replies
Seller_6HXPDZ2n6YG3n
this i want to sent appeal senior team but appeal has been closed. Can one of moderator please redirect this request to relevant department please?
@JiAlex_Amazon @Ezra_Amazon @Julia_Amazon @Julia_Amzn @Sarah_Amzn
Thank You
Dear Amazon Seller Support,
I am writing to formally dispute and escalate your decision regarding the A-to-Z claim for order 204-0326099-9290712. Your reason for denying my appeal—failure to respond within a “specified timeframe” is completely inaccurate. I responded the same day the claim was raised, which is well within Amazon’s own 48-hour policy.
Furthermore, the A-to-Z team requested that I provide a return label to the customer, despite the fact that the return window had already closed, and the item was clearly used and broken due to misuse. The product is made of clay, and this was stated in the listing. By your own policy, heavily used or damaged items are not eligible for return, especially outside the return window.
I have the right not to comply with such a request. The A-to-Z team’s instruction to provide a return label violated Amazon’s own return policy, and now I am being punished for refusing to participate in that violation? This is not acceptable.
You cannot simply take my money, issue an ODR, and penalize me for following the exact rules Amazon expects sellers to follow. This is a clear contradiction and unfair treatment.
I am requesting:
Immediate removal of the ODR related to this case
Reversal of the claim charge
A full internal review by an experienced A-to-Z Guarantee specialist
If this matter is not resolved fairly and promptly.
Thank You
Kind Regards
Seller_6HXPDZ2n6YG3n
I've just noticed that the original BBQ order includes a black metal cover, which is clearly visible in the product listing. However, in the photo provided by the customer, that cover is completely missing. How did your team overlook this detail?
Could you please add this information to my case? It’s clear the customer submitted a photo of a different item or at the very least misused without cover. Based on the image they provided, it’s difficult to even identify what the product is.
ALso product note in amazon product page :
NOTE: The unfired clay of this traditional style grill contributes to its thermal qualities but is inherently susceptible to moisture. Rain or high humidity can damage or destroy the clay structure. Keep the grill dry at all times and do not use water to clean.
NOTE: Natural diatomite clay material may vary in color from light tan to peach/pink. Color will not affect quality/performance.
@JiAlex_Amazon @Ezra_Amazon @Julia_Amazon @Julia_Amzn @Sarah_Amzn
Seller_ZQyopdiwkUHOZ
If they made the claim that the product is faulty, then the 30 day returns window is irrelevant.
Statutory return rights, by UK law:
"Repairs and replacements
If a customer has ‘accepted’ an item, but later discovers a fault, you may have to repair or replace it. The customer can still reject the item after it’s been repaired or replaced.
A customer has accepted an item if they’ve:
told you they’ve accepted it (having had enough opportunity to inspect the item before confirming they’ve received it)
altered the item
You must repair or replace an item if a customer returns it within 6 months - unless you can prove it was not faulty when they bought it.
You can ask a customer to prove an item was faulty when they bought it if they ask for a repair or replacement after 6 months.
Customers have up to 6 years to make a claim for an item they’ve bought from you (5 years in Scotland)."
Seller_qcjVSJtmMNXVq
Have a quick browse of the forums, your not the only one who's been victim of this. I personally open a small claims court for any buyer that tries to scam me now. Amazon won't do anything to protect your funds or business.
