Buyer Claims Not Received - Tracking Shows Delivered, Negative Feedback Impacted My ODR
Hello fellow sellers,
I’m dealing with a frustrating situation where a buyer claims they didn’t receive their order, but tracking confirms it was delivered. Unfortunately, the buyer has already left negative feedback, which has affected my Order Defect Rate (ODR).
Order Details:
Order ID: 701-4041282-5546621
Tracking Status: Marked as delivered by the carrier
Buyer’s Message: "I didn’t get the order still know"
Buyer Action: Left negative feedback
I initially responded professionally, explaining that the package was delivered and advising the buyer to check with neighbors, mailbox, or any secure location. I also suggested they contact the carrier for further details.
Since tracking confirms delivery, is there a way to remove the negative feedback, as this was not a seller fulfillment issue? If the buyer files an A-to-Z claim, do I have a strong case for disputing it? Should I proactively contact Amazon Support to provide tracking details and dispute the feedback? What are the best practices to prevent such cases from negatively impacting my ODR in the future?
This is really frustrating because I fulfilled my end, yet my account health is being impacted. Any advice or similar experiences would be greatly appreciated!
Best,
ARAS STORE USA
Buyer Claims Not Received - Tracking Shows Delivered, Negative Feedback Impacted My ODR
Hello fellow sellers,
I’m dealing with a frustrating situation where a buyer claims they didn’t receive their order, but tracking confirms it was delivered. Unfortunately, the buyer has already left negative feedback, which has affected my Order Defect Rate (ODR).
Order Details:
Order ID: 701-4041282-5546621
Tracking Status: Marked as delivered by the carrier
Buyer’s Message: "I didn’t get the order still know"
Buyer Action: Left negative feedback
I initially responded professionally, explaining that the package was delivered and advising the buyer to check with neighbors, mailbox, or any secure location. I also suggested they contact the carrier for further details.
Since tracking confirms delivery, is there a way to remove the negative feedback, as this was not a seller fulfillment issue? If the buyer files an A-to-Z claim, do I have a strong case for disputing it? Should I proactively contact Amazon Support to provide tracking details and dispute the feedback? What are the best practices to prevent such cases from negatively impacting my ODR in the future?
This is really frustrating because I fulfilled my end, yet my account health is being impacted. Any advice or similar experiences would be greatly appreciated!
Best,
ARAS STORE USA
5 replies
Seller_kNAboD6kRgVt7
If you did not request a signature upon delivery, you will very very likely not win an A-Z claim. You are responsible for it getting to the buyer, and must be able to prove it was not stolen from their porch, or delivered to the wrong address, etc. You can appeal an A-Z loss, and Amazon may even take it off your ODR, but not give you any refund money back.
This is also not a reason for removal of feedback, unless it is FBA.
There isn't really much you can do to avoid this behavior. Amazon's customers have been trained how to get free stuff. You just have to build these losses into your prices. It will likely happen again. With high priced items, request a signature upon delivery. For the rest, consider it part of the cost of doing business. Sad but true.
Christine_Amazon
Hello @Seller_xs5yIXb06NKQk
Christine here from Amazon Forums.
If you are concerned about incorrect feedback that meets our criteria, you can request for removal of the feedback by following the steps outlined below:
- Go to the Feedback Manager.
- In the Recent Feedback table, next to the specific Order ID, select Request removal under the Actions column.
You can check more in the link below:
Can Amazon remove buyer feedback?
Regarding your second question, as long as you covered the points in this help page and if the seller submits an A to Z claim, you can present your appeal, and as more evidence you have, that will help your case.
Let me know if you have any other question regarding this topic.
Christine.
