Hi fellow sellers,

I'm reaching out to share a recent frustrating experience with an A-to-Z Guarantee claim and to see if anyone else has dealt with a similar situation or has advice.

Order ID: 702-1046504-7913069

Claim Reason: "Package not received"

Product: Engine Valve Cover Gasket Set (CAD 74.15)

Carrier: FedEx (Tracking #286971492618)

Delivery Estimate: March 28 – April 4, 2025

Shipped: March 23, 2025

Marked Delivered by FedEx: Within the expected delivery window

Appeal Denied Reason: "Order was not shipped in a timely manner"

ODR Impact: Yes

Here’s what happened:

The item was indeed shipped a bit later than ideal, but it was still delivered to the buyer within the promised delivery window. Despite this, the buyer filed a “package not received” claim, and Amazon granted it, issued a full refund, and counted it against my Order Defect Rate (ODR).

I submitted an appeal with proof of delivery and tracking, but Amazon upheld their decision, citing that the item was not shipped in a timely manner—even though shipping delay did not affect the delivery timeline.

To me, this feels like a misalignment between policy enforcement and actual customer experience. The customer got their package within the delivery timeframe. Shouldn't that matter more?

I’ve always done my best to ensure fast shipping and customer satisfaction, and it’s frustrating to see a claim go against me despite fulfilling the delivery promise.

Has anyone else faced this issue? Is there a way to escalate this further?

Any insight or shared experience would be appreciated.

Best regards,

Burcin Cikinci

Aras Store USA