Dear Mod,
I am writing to escalate my appeal regarding the A-to-Z Guarantee claim granted for Order ID# 402-3762716-0477105. This claim resulted in an AED1,038.87 debit from my account and has unfairly impacted my Order Defect Rate (ODR) due to factors entirely beyond my control.
**Case Details:**
The buyer initiated a return on 2nd November 2024, and I promptly authorized the return on 3rd November 2024 (RMA: DNkpqjRfRRMA). As my business model involves dropshipping, Amazon’s Online Return Center generated a prepaid DHL label for the buyer (Tracking Info: 5593929224). The label cited my default return address as:
AMAZON RETURNS
3837 BAY LAKE TRL STE 113
NORTH LAS VEGAS, NV 89030-4428
Unfortunately, this DHL label was flagged as **INVALID**, leaving the buyer unable to use it to complete the return. Despite this issue, an A-to-Z claim was filed and granted to the buyer, while the product was never returned and remains with the buyer.
**Key Points for Consideration:**
1. **Amazon-Generated Prepaid DHL Label Issue:**
- The prepaid DHL label was generated by Amazon’s Online Return Center—a process completely outside of my control.
- The label was flagged as invalid by DHL, making it unusable for the buyer. As a result, the buyer could not complete the return, which led to the A-to-Z claim.
2. **Violation of Amazon’s Own Return Policy:**
- According to Amazon’s return policies for international orders, including returns from the UAE, buyers are responsible for covering return shipping costs unless otherwise agreed upon. Despite this policy, Amazon’s system generated a prepaid return label for an overseas buyer, which itself turned out to be invalid.
3. **Unfair ODR Impact:**
- The claim decision penalizes me as a seller for technical and procedural errors within Amazon’s own system.
- The invalid label issue is not representative of my performance or compliance with Amazon’s policies.
4. **Buyer Retains the Product:**
- The buyer retains possession of the product due to the invalid return label, leaving me at a financial loss and further compounding the issue.
**Request:**
I am kindly requesting the following actions:
1. **ODR Reinstatement for Order ID# 402-3762716-0477105:**
- The root cause of the issue is a technical fault in Amazon’s system, and the granted claim does not reflect my seller performance.
2. **Reimbursement for the Product Cost:**
- The buyer has retained the product due to Amazon’s procedural error with the return label, resulting in an unfair financial loss.
**Conclusion:**
This case highlights a significant operational disconnect in Amazon’s return process, especially for international orders. I urge Amazon to address these systemic issues to prevent further ODR impacts and financial losses for sellers.
Thank you for your understanding and assistance. I look forward to a resolution that fairly acknowledges these circumstances.
Sincerely,
