Dear @Amazon Management Team and Fellow Sellers,

Order number 112-7505885-9850618

Return NEVER received back (confirmation easily available on UPS)

Originally we were told this will not be counted against our ODR as we NEVER received the item back adn after the appeal this was changed to order will be counted against our ODR again even though we never received the item back.

Details below

Reference an email I received from Amazon on Friday, January 24, 2025, at 1:55 PM EST, stating that a customer has filed an A-to-Z claim, and Amazon would be issuing a refund to the customer by deducting the funds from my account. The email further mentioned that this would *NOT* be counted against my Order Defect Rate (ODR).

In response, I submitted an appeal, as the label used for the return was issued by Amazon. However, despite this, the item was never actually received back, as confirmed by the UPS tracking information. As sellers, we believe it is our right to receive the return in order to inspect the item, verify the complaint (e.g., whether the item is faulty), and determine the appropriate next steps, including issuing a refund. We consistently strive to resolve issues within 24-48 hours and rarely reject any claims.

Unfortunately, the response I received from the A-to-Z claims team did not address the issue thoroughly. Did not understand the fact that we NEVER received the item back. Additionally, the review ended with the imposition of further penalties, counting this incident against our ODR, which I believe is unjust. The original email from Amazon explicitly stated that no ODR penalty would be applied, as the item was never returned.

I would appreciate your urgent attention to this matter and a fair review of the situation. I am confident that once the facts are fully reviewed, the decision will align with the original communication from Amazon regarding ODR impacts.

Thank you for your understanding and assistance and please help me how to resolve this.

Sincerely,

American