A to z Claim counted again ODR
Hello,
A customer returned an item and it was delivered on 11/15 and we issued a refund on 11/16. However, Amazon counted the claim against me even though I refunded on time. I submitted an appeal and they stated that they uphold their decision.
Can A mod look into this for me?
Order: 113-6401899-5325817
@Tatiana_Amazon @SEAmod @Joey_Amazon
A to z Claim counted again ODR
Hello,
A customer returned an item and it was delivered on 11/15 and we issued a refund on 11/16. However, Amazon counted the claim against me even though I refunded on time. I submitted an appeal and they stated that they uphold their decision.
Can A mod look into this for me?
Order: 113-6401899-5325817
@Tatiana_Amazon @SEAmod @Joey_Amazon
2 yanıt
Seller_4zBzdtgCyS9EI
any A-Z not found in your favor is a ding. If you refund while the A-Z is open, Amazon sees that as you taking responsibility for the case. Never refund an open A-Z
Danny_Amazon
Hello @Seller_bOZWgAoHggIb9- and thank you for posting.
It is true that if a refund is issued by the seller after a claim has been submitted, this will impact your ODR metric.
Per our Help page on A-to-z Claims: "You can issue a full refund to the customer by clicking Refund customer as the investigation is under progress and the claim will be closed. This will impact your order defect rate. If you issue a refund to the customer, you may choose to request that the customer return the item before you process the refund."
I hope this helps clarify the process for future claims.
Best,
Danny
