I refunded the customer without receiving the return, however A-Z claim counted agaist ODR
I received an A-Z claim notification from Amazon, urging me to resolve the issue promptly. The customer had sent the package back, but I never received it. Still, they insisted on an immediate refund. Despite the tracking status showing "Undelivered, returned to origin,"
I have no idea how they were able to retrieve the package.
Anyway, I issued the refund in good faith, hoping to close the claim without affecting my Order Defect Rate (ODR). ODR is important, right?
To my surprise, Amazon ruled the claim against me and deducted the amount from my account, which now impacts my ODR.
Can someone explain what went wrong here? Should I have held off on the refund? It just doesn’t make sense if customers can abuse the A-Z claim system like this.
I refunded the customer without receiving the return, however A-Z claim counted agaist ODR
I received an A-Z claim notification from Amazon, urging me to resolve the issue promptly. The customer had sent the package back, but I never received it. Still, they insisted on an immediate refund. Despite the tracking status showing "Undelivered, returned to origin,"
I have no idea how they were able to retrieve the package.
Anyway, I issued the refund in good faith, hoping to close the claim without affecting my Order Defect Rate (ODR). ODR is important, right?
To my surprise, Amazon ruled the claim against me and deducted the amount from my account, which now impacts my ODR.
Can someone explain what went wrong here? Should I have held off on the refund? It just doesn’t make sense if customers can abuse the A-Z claim system like this.
0件の返信
Seller_4zBzdtgCyS9EI
There lies your mistake. If you refund during an open A-Z, you are ALWAYS found at fault and case closed. Once the A-Z is open, you simply defend it with the facts and let it go where it goes. And then appeal the heck out of it, if they decide against you.
Joey_Amazon
Hello @Seller_sDpmZ4w4PDYa1,
Thank you for posting here at the forums!
If you wish, please share the A to Z Claim ID associated with this issue. I would like to review all of the details and determine what options you might have to proceed.
