Lost A-Z claim when buyer opened it before the product arrived back
The customer opened an order return request on Oct 12, 2023, and shipped it back to us.
But he opened the A-Z claim before the return package was delivered 1 day.
We did issue a refund on the order return request after the package delivery but we lost on the A-Z Claim.
Amazon counted the claim against the Order Defect Rate into my account.
Is there any way can appeal?
Lost A-Z claim when buyer opened it before the product arrived back
The customer opened an order return request on Oct 12, 2023, and shipped it back to us.
But he opened the A-Z claim before the return package was delivered 1 day.
We did issue a refund on the order return request after the package delivery but we lost on the A-Z Claim.
Amazon counted the claim against the Order Defect Rate into my account.
Is there any way can appeal?
1 reply
Veronica_Amazon
Hello @Seller_MFH21lC1oBA4Q,
You may indeed appeal on the A-Z Claim that has been granted against you by the customer through logging onto Seller Central and navigating to Performance, A-Z Claims, Enter Order ID and Appeal. You can find some detailed information on this process and helpful tips via the help page below.
Appeal an A-to-z Guarantee Claim
Kindest regards,
Veronica_Amazon
