The customer returns the product without using the label, and the claim is established
Who can tell me,after applying for a return for a self-delivered order, I uploaded the return label. the customer did not return the product, but he filed a claim. why was my responsibility determined and the defect rate deducted?
The customer returns the product without using the label, and the claim is established
Who can tell me,after applying for a return for a self-delivered order, I uploaded the return label. the customer did not return the product, but he filed a claim. why was my responsibility determined and the defect rate deducted?
16 replies
Tatiana_Amazon
Hi @Seller_qF165PEtCmo5W,
Typically, if the seller purchases the shipping label outside of Amazon, they will be responsible for any non-delivery claims. One way to prevent this is by utilizing Amazon Buy Shipping services which will help protect you against claims on non-delivery.
Additionally, I would suggest reading through the following two help pages which lay out how to prevent A-to-Z claims and which A-to-Z claim situations may affect your ODR.
Let me know if this helps answer your question. I'm happy to help provide further clarification if needed.
Tatiana
