A-to-z Guarantee claim and Order Defect Rate
A customer requested a return and automatically approved on Jul 01, 2024. On July 3, 2024, he/she file an A-to-z Guarantee claim. On Jul 13, 2024, we received the returned item and issued the refund. However, Amazon "counted the claim against your Order Defect Rate" because "although you refunded the customer, you did so after the claim was submitted."
I think Amazon's policy requires us to issue the refund only after receiving the returned item. So how to solve this problem? Any suggestions?
A-to-z Guarantee claim and Order Defect Rate
A customer requested a return and automatically approved on Jul 01, 2024. On July 3, 2024, he/she file an A-to-z Guarantee claim. On Jul 13, 2024, we received the returned item and issued the refund. However, Amazon "counted the claim against your Order Defect Rate" because "although you refunded the customer, you did so after the claim was submitted."
I think Amazon's policy requires us to issue the refund only after receiving the returned item. So how to solve this problem? Any suggestions?
5 yanıt
Joey_Amazon
Hello there @Seller_bDU82rCGofI7u,
Thank you for utilizing the Forums.
If you share the Order ID and/or Claim ID. I'll be happy to take a look at your situation.
Thanks,
Joey
