Urgent Help Needed: Incorrect A to Z claim decision destroying our metrics
Hello everyone
Order was placed on 10/24 and shipped 10/25
11/01 - Customer opened a return request with 'Bought by mistake' reason
11/13 - Customer opened an A to Z claim with 'Different from what I ordered' reason. No other communication. I never understood why she opened A to Z claim with this reason.
11/14 - Return received and customer was refunded. The product was the same product she was on product page. 'Different from what I ordered' is invalid.
After these, A to Z claim was closed and my Order Defect Rate (ODR) was impacted. I appealed to the claim decision but have not received an answer / updates since 11/23. Please help. What are my options?
Urgent Help Needed: Incorrect A to Z claim decision destroying our metrics
Hello everyone
Order was placed on 10/24 and shipped 10/25
11/01 - Customer opened a return request with 'Bought by mistake' reason
11/13 - Customer opened an A to Z claim with 'Different from what I ordered' reason. No other communication. I never understood why she opened A to Z claim with this reason.
11/14 - Return received and customer was refunded. The product was the same product she was on product page. 'Different from what I ordered' is invalid.
After these, A to Z claim was closed and my Order Defect Rate (ODR) was impacted. I appealed to the claim decision but have not received an answer / updates since 11/23. Please help. What are my options?
2 replies
Seller_WAZNnMBpd99sI
None.
Once you receive an a-to-z, if you issue any refund the a-to-z will count against your metrics.
Your only hope would have been to demand Amazon close close the a-to-z before you issued the refund
(Kinda tricky that, as a return not refunded within a week is normally auto-refunded)
* if RFS- under $100 item- you were screwed to begin with...
Tatiana_Amazon
Hi @Seller_R4hOLdZklxSS0,
Tatiana from Amazon here.
@Seller_WAZNnMBpd99sI is correct that once a refund is provided for an order with an A-to-Z claim it will impact your order defect rate. You can read more about reason why a claim will be granted and when it will impact your ODR at this help page.
I understand the confusion and frustration here though so I'd like to take a closer look at the order ID if you can provide that to me here.
Tatiana
