Unfair A-to-Z Claim and ODR Impact - Seeking Support
Case ID: 17644475401.
In recent days, we have received three consecutive a-z claims from buyers, two of which were due to "Package didn't arrive". Although we provided proof of delivery from the customers, Amazon insists that we did not provide "sufficient evidence" and has forced refunds to the buyers; The remaining one is that the buyer said it was "Dfferent from what I ordered". We received a return from the buyer, but the product was severely damaged and there was no possibility of it being used. Of course, as you may have thought, despite providing pictures to indicate this, it was still refunded directly.
Order ID: 111-6680711-5370617
Claim Amount: $1,761.60
Order ID: 113-2185613-4220228
Claim Amount: $1,231.77
Order ID: 114-1173486-4427469
Claim Amount: $540.48
The total refund amount reached $3533.85, and all three a-z claims were included in ODR without exception, posing a great threat to our Account Health.
Of course, we also contacted Amazon customer service to file an appeal, but the result still hasn't changed, case ID: 17644475401.
There is a very unreasonable situation now, that is, even if we provide detailed evidence, Amazon will stand on the buyer's side after the buyer says they have not received it, and the seller can only bear the loss. There is no payment, no machine, and this is the final result for us as sellers. If the signed proof of delivery provided by the logistics company cannot prove that the customer has received the machine, what else can be proven?
These two buyers claim not to have received the machines, one is a twin barrel milking machine weighing 188 pounds and measuring 33.46 x 29.13 x 36.02 inches; The other one is a commercial sugarcane juicer, weighing 240 pounds and measuring 25.59 x 17.72 x 38.98 inches. Both handling and unloading require elevators or forklifts to move, and logistics companies are very cautious about delivering such large machines, requiring advance phone appointments for delivery. Now, the buyer says they haven't received it, which is really ridiculous.
As a result of these claims, our ODR has increased, and will cause further financial loss. We feel these situation has been unfairly handled, and despite our efforts to resolve it. We are seeking advice from anyone who has faced a similar issue or who may have suggestions on how to navigate this situation effectively.
Thank you for your time and consideration. I greatly appreciate any insights or advice you may have to help me resolve this matter.
@Josh_Amazon@Danny_Amazon@Nano_Amazon
Unfair A-to-Z Claim and ODR Impact - Seeking Support
Case ID: 17644475401.
In recent days, we have received three consecutive a-z claims from buyers, two of which were due to "Package didn't arrive". Although we provided proof of delivery from the customers, Amazon insists that we did not provide "sufficient evidence" and has forced refunds to the buyers; The remaining one is that the buyer said it was "Dfferent from what I ordered". We received a return from the buyer, but the product was severely damaged and there was no possibility of it being used. Of course, as you may have thought, despite providing pictures to indicate this, it was still refunded directly.
Order ID: 111-6680711-5370617
Claim Amount: $1,761.60
Order ID: 113-2185613-4220228
Claim Amount: $1,231.77
Order ID: 114-1173486-4427469
Claim Amount: $540.48
The total refund amount reached $3533.85, and all three a-z claims were included in ODR without exception, posing a great threat to our Account Health.
Of course, we also contacted Amazon customer service to file an appeal, but the result still hasn't changed, case ID: 17644475401.
There is a very unreasonable situation now, that is, even if we provide detailed evidence, Amazon will stand on the buyer's side after the buyer says they have not received it, and the seller can only bear the loss. There is no payment, no machine, and this is the final result for us as sellers. If the signed proof of delivery provided by the logistics company cannot prove that the customer has received the machine, what else can be proven?
These two buyers claim not to have received the machines, one is a twin barrel milking machine weighing 188 pounds and measuring 33.46 x 29.13 x 36.02 inches; The other one is a commercial sugarcane juicer, weighing 240 pounds and measuring 25.59 x 17.72 x 38.98 inches. Both handling and unloading require elevators or forklifts to move, and logistics companies are very cautious about delivering such large machines, requiring advance phone appointments for delivery. Now, the buyer says they haven't received it, which is really ridiculous.
As a result of these claims, our ODR has increased, and will cause further financial loss. We feel these situation has been unfairly handled, and despite our efforts to resolve it. We are seeking advice from anyone who has faced a similar issue or who may have suggestions on how to navigate this situation effectively.
Thank you for your time and consideration. I greatly appreciate any insights or advice you may have to help me resolve this matter.
@Josh_Amazon@Danny_Amazon@Nano_Amazon
0 yanıt
Danny_Amazon
Hello @Seller_9e3U5P71AiXQs- and thank you for sharing these scenarios.
As I review them now, I do see the claim associated with Order ID 113-2185613-4220228 has been updated following your appeal to be funded by Amazon with no impact to your ODR, and the claim associated with Order 111-6680711-5370617 has also been removed from impacting ODR.
I do not see that an Amazon Buy Shipping label was used for these orders though. Using a 'Claims protected' buy shipping label does provide certain protections from customer claims of not receiving an item, even if a delivery scan is present, as a customer may have still not received an item due to theft or an incorrect party signing for and receiving an item. You may wish to consider if such shipping methods are appropriate for your business to help avoid such claims.
For Order 114-1173486-4427469, it appears the claim was decided as no refund was provided to the customer who returned the item within the given timeframe. Know that you can apply restocking fees to items returned damaged or materially different in accordance with this help page.
I hope this information proves helpful, and thank you again for taking the time to post to the seller forums for some guidance on A-to-z Claims.
-Danny
