Hi all,

We have recently been seeing a trend where a customer is able to open an ATOZ claim - WHILE the product is still en-route to our warehouse after they started a return. We are very attentive to claims/ emails etc. and respond rapidly to these claims and have often had these claims either closed with a message conveying that the case was closed but we must issue refund, or the customer can reopen the claim OR simply the claim would be under review for a few days, and we would have the unit returned back to our warehouse.

The problem we have here is that, as soon as the refund is processed by us - this ATOZ claim is automatically closed with an email "We do see you issued the refund, so we closed the claim but have counted it against YOU."

This would make a simple return - transition into an ATOZ claim and hit our ODR metrics directly. We have three claims sitting on our account under the same reason/ problem. While we have been successful once in requesting an appeal and overturning the decision of simply not counting the claim against us - a lot of the times the claim would just be under review for weeks and then we would end up with an automated email of denial as if we requested to overturn a decision for refund.

Can we please have any mods step in and review this for us and perhaps resolve the three ATOZ claims we currently have "under review" corrected so the ODR rate can be corrected and true to its nature.