Amazon has accounted this order into ODR despite proof of delivery (POD) – Need Advice
Dear Amazon Seller Support Team
I’m reaching out for guidance regarding an A-to-Z claim that was ruled in the buyer’s favor, even though we provided clear evidence of successful delivery. Here’s what happened:
Order ID: 111-1936292-5274601
Case ID: 17494572821
Order Details: The order consisted of four packages via FedEx, shipped on time and delivered to the buyer in two shipments.
Delivery Attempts: all 4 packages had arrived within the promised delivery window, but the customer was not home to accept them. As per standard procedure, the courier left the packages in the designated mailroom.
Customer Claim: The buyer later stated that none of the four packages were found in the mailroom, despite FedEx’s Proof of Delivery (POD) confirming the drop-off.
FedEx Investigation: FedEx conducted an on-site investigation, and the customer verbally admitted to receiving the packages.
Amazon’s Decision: Despite submitting the verified proof of delivery of 4 packages, Amazon refunded the buyer in full and penalized our account metrics.
Key Questions:
Is a FedEx verified proof of delivery not enough to prove delivery?
Has anyone successfully appealed a similar case? What additional evidence helped?
How should we escalate this to Seller Performance for reconsideration and remove this order from our ODR?
We fulfilled all obligations—timely shipping, valid tracking, and FedEx’s confirmation—yet the claim was approved. Any advice or shared experiences would be greatly appreciated.
@Joey_Amazon@Quincy_Amazon@Dominic_Amazon@Rose_Amazon@Tatiana_Amazon@Dougal_Amazon@Jameson_Amazon@SEAmod@Danny_Amazon @Ricardo_Amazon
Amazon has accounted this order into ODR despite proof of delivery (POD) – Need Advice
Dear Amazon Seller Support Team
I’m reaching out for guidance regarding an A-to-Z claim that was ruled in the buyer’s favor, even though we provided clear evidence of successful delivery. Here’s what happened:
Order ID: 111-1936292-5274601
Case ID: 17494572821
Order Details: The order consisted of four packages via FedEx, shipped on time and delivered to the buyer in two shipments.
Delivery Attempts: all 4 packages had arrived within the promised delivery window, but the customer was not home to accept them. As per standard procedure, the courier left the packages in the designated mailroom.
Customer Claim: The buyer later stated that none of the four packages were found in the mailroom, despite FedEx’s Proof of Delivery (POD) confirming the drop-off.
FedEx Investigation: FedEx conducted an on-site investigation, and the customer verbally admitted to receiving the packages.
Amazon’s Decision: Despite submitting the verified proof of delivery of 4 packages, Amazon refunded the buyer in full and penalized our account metrics.
Key Questions:
Is a FedEx verified proof of delivery not enough to prove delivery?
Has anyone successfully appealed a similar case? What additional evidence helped?
How should we escalate this to Seller Performance for reconsideration and remove this order from our ODR?
We fulfilled all obligations—timely shipping, valid tracking, and FedEx’s confirmation—yet the claim was approved. Any advice or shared experiences would be greatly appreciated.
@Joey_Amazon@Quincy_Amazon@Dominic_Amazon@Rose_Amazon@Tatiana_Amazon@Dougal_Amazon@Jameson_Amazon@SEAmod@Danny_Amazon @Ricardo_Amazon
3 replies
Seller_OvL8C4BJWiuS9
Did you buy shipping from Amazon? If not, whatever proof you submit will not be accepted.
Danny_Amazon
Hello @Seller_x4KlqN4R8imX1- and thank you for detailing this experience for the seller forums community.
As the other seller in this thread has alluded to, using Amazon Buy Shipping services, and specifically the "Claims Protected" labels do provide certain protections against 'Item Not Received' claims from customers. Our teams also recommend capturing a signature on delivery when possible, and particularly for expensive items. In reviewing your provided Order ID, I do not see that Amazon Buy Shipping was used. This does make it more difficult to confirm if any package theft, or other issues with the delivery, may have occurred and prevented the customer from receiving the shipment.
Moving forward, you may wish to investigate if Buy Shipping does make sense for your business, as it can help avoid such situations.
I hope this helps, and thank you again for posting.
-Danny
