ODR Penalty with PROOF of Return – Amazon, This Needs Fixing! 🚨 (Order 702-1443435-9109804)
Hello,
@Ricardo_Amazon@Sunnie_Amazon@Lucre_Amzn@Daryl_Amazon@Christine_Amazon@Jurgen_Amazon
I'm reaching out as I'm being wrongfully penalized on our ODR for A-to-z Claim on Order ID 702-1443435-9109804.
The item was returned due to better price available, not due to seller error. The customer received it via CanPar D420352470000187792001 and returned it via FedEx Ground 283663790857 which as per the tracking, "Monday, 12/23/24
12:45 PM Dropped off at FedEx Authorized ShipCenter-B TO B COPY AND OFFICE SERVICE
PENTICTON, BC"
Additionally, the customer's message confirmed that B to B Copy had the package and he gave them the return slip labels and FedEx label to return it. The item was returned with obvious signs of use, and issued 50% refund as per Amazon's policies.
The claim did not issue any additional refund to the customer, as we did issue the correct refund as per Amazon's policies, however the ODR is affecting our account despite the return not being due to seller error, due to "claiming it was never received by the customer", which is clearly not the case.
I get responses like "the item is lost, you can contact the courier for reimbursement", what?? It was delivered and returned by the customer, they clearly do not check the files or read the case at all.
Please assist to remove this claim from our ODR, thank you!
ODR Penalty with PROOF of Return – Amazon, This Needs Fixing! 🚨 (Order 702-1443435-9109804)
Hello,
@Ricardo_Amazon@Sunnie_Amazon@Lucre_Amzn@Daryl_Amazon@Christine_Amazon@Jurgen_Amazon
I'm reaching out as I'm being wrongfully penalized on our ODR for A-to-z Claim on Order ID 702-1443435-9109804.
The item was returned due to better price available, not due to seller error. The customer received it via CanPar D420352470000187792001 and returned it via FedEx Ground 283663790857 which as per the tracking, "Monday, 12/23/24
12:45 PM Dropped off at FedEx Authorized ShipCenter-B TO B COPY AND OFFICE SERVICE
PENTICTON, BC"
Additionally, the customer's message confirmed that B to B Copy had the package and he gave them the return slip labels and FedEx label to return it. The item was returned with obvious signs of use, and issued 50% refund as per Amazon's policies.
The claim did not issue any additional refund to the customer, as we did issue the correct refund as per Amazon's policies, however the ODR is affecting our account despite the return not being due to seller error, due to "claiming it was never received by the customer", which is clearly not the case.
I get responses like "the item is lost, you can contact the courier for reimbursement", what?? It was delivered and returned by the customer, they clearly do not check the files or read the case at all.
Please assist to remove this claim from our ODR, thank you!
Ricardo_Amazon
Hey @Seller_1idNlTUpfKbZW,
Apologies for the delay. As you can imagine there are hundreds of orders being affected due to the Strike.
In this particular case, I am glad to inform you the ODR hit has been removed.
24 replies
Ricardo_Amazon
Hey @Seller_1idNlTUpfKbZW,
Ricardo from Amazon here.
I'd like to inform you, I've sent this to our A-to-Z escalations team.
Once I receive a response, I will be letting you know.
Ricardo_Amazon
Hey @Seller_1idNlTUpfKbZW,
Apologies for the delay. As you can imagine there are hundreds of orders being affected due to the Strike.
In this particular case, I am glad to inform you the ODR hit has been removed.
Seller_xFKnjTdfBjPxZ
Dear Amazon Team, HELP ME PLEASE ...@Ricardo_Amazon
The issues with the below order ID are related to the carrier and are not connected to us. However, this situation has negatively impacted our ODR (Order Defect Rate). This is affecting our business and customer satisfaction.
We always strive to provide high-quality service, but carrier-related issues are beyond our control. Therefore, we kindly request your urgent assistance in removing the A-to-Z ODR impact.
Thank you in advance for your support, and we look forward to a prompt resolution.
701-7251140-0622610 - Case ID: 16968634461
701-4825227-8930663 - Case ID: 16976122791
702-5552021-1400212 - Case ID: 17002472721
702-9336307-9797053 - 1.Case ID: 16939483051 - 2.Case ID: 16956249571
702-2925229-9164213 - Case ID: 16955982291
Best regards,
NOVAMART
Seller_1idNlTUpfKbZW
Awesome, you're the best as always, thank you!!
Seller_xFKnjTdfBjPxZ
Dear Amazon Seller Performance Team, @Ricardo_Amazon @Daryl_Amazon
I hope this message finds you well. We are facing similar challenges to those mentioned in previous communications and are having significant difficulties managing the situation. The negative impact on our Order Defect Rate (ODR) and A-to-Z claims is making it increasingly difficult for us to run our business.
During the Christmas season, combined with adverse weather conditions, we experienced delays in fulfilling some orders. These delays were completely outside of our control. Additionally, we are also facing significant challenges due to the widespread impact of the Canada Post strike, which is disrupting regional shipping schedules. As a result, some customers have opened A-to-Z claims, which have negatively affected our account health and ODR.
We would like to note that these customers have not initiated any return requests for the products they received. We kindly request your assistance in resolving these issues and helping to mitigate the negative impact on our account health.
Furthermore, we are seeking guidance and support regarding the negative feedback we have received from customers. Any advice or assistance you can offer would be greatly appreciated.
Thank you for your time and consideration. We look forward to your support in resolving these matters.
701-6746518-7551419 - Case ID: 16992769781
702-9336307-9797053 - 1.Case ID: 16939483051 - 2.Case ID: 16956249571
702-5661208-9079447 - Case ID: 17008389061
701-1723578-3705812 - Case ID: 17008743651
702-3745844-3032242 - Case ıd : ID 16950957511
701-4393277-7760256 - Case ID: 16955495171
702-2925229-9164213 - Case ID: 16955982291
701-2092434-2149020 - Case ID: 16983342051
702-5030430-1543416 - Case ID: 17012747751
702-3017880-4023404 - Case ID: 17012748471
702-0312659-4475424 - Case ID: 17013906061
701-7251140-0622610
702-5552021-1400212
701-4825227-8930663
702-5560018-5977015
701-1088411-3709059
I had negative feedbacks which were removed, but the order effect still hasn't been removed. Could you please help me with this?
Negative Feedback :
702-8487245-1714650
701-7251140-0622610
Best regards,
Novamart
Seller_yUqTePYi7G2tM
Hello,
@Ricardo_Amazon @Sunnie_Amazon @Lucre_Amzn @Daryl_Amazon @Christine_Amazon @Jurgen_Amazon
I'm reaching out regarding an issue with our Order Defect Rate (ODR), which increased due to unjust A-to-z claims based on unfair evaluations. However, after your reassessment, our ODR rate was reduced, reflecting the accurate situation.
Despite this correction, our Buy Box eligibility has not been reinstated. The claims were not due to seller error, and all necessary actions were taken according to Amazon's policies.
We kindly request a thorough review of our account and assistance in restoring our Buy Box eligibility, as this issue is significantly impacting our business.
This issue is also affecting my Nembo Archer store.
Seller ID: A2XD8RB0QVSOMY
Thank you for your prompt attention to this matter.
Best regards,
Nembo Archer
Seller_wO8AVUJM739w0
HELP PLEASE!!!!!
@Ricardo_Amazon
702-1574469-7277062
Seller_OF4lAj9WLqUV6
@Ricardo_Amazon
@Sunnie_Amazon
@Lucre_Amzn
@Daryl_Amazon
702-7963430-5309837
Dear Amazon, Although I sent return label to the cilent, he went to A to Z. taken his refund from us. We were just waiting for the material to arrived to us. We got A to Z, customer taken hi money back but we are still waiting for pack which is never arrived. Please help me to remeove A to Z effect of this order. We realy appreciate that.
Shop 365
Seller_wO8AVUJM739w0
HELP PLEASE!!!!!!
@Ricardo_Amazon
@Sunnie_Amazon
@Lucre_Amzn
@Daryl_Amazon
702-1574469-7277062
Dear Amazon, Although I sent return label to the cilent, he went to A to Z. taken his refund from us. We were just waiting for the material to arrived to us. We got A to Z, customer taken hi money back but we are still waiting for pack which is never arrived. Please help me to remeove A to Z effect of this order. We realy appreciate that.
Seller_earUgAgqW8enf
Dear Amazon Customer Service,
@Ricardo_Amazon
@Sunnie_Amazon
@Lucre_Amzn
@Daryl_Amazon
@Christine_Amazon
@Jurgen_Amazon
Regarding order 702-2836176-0195461, the customer wanted to return the product, and we promptly sent a free return label. However, the customer simultaneously filed an A-to-Z Guarantee claim. We are unsure why this happened since we fulfilled all our responsibilities. Despite our actions, our ODR (Order Defect Rate) was still negatively affected.
The customer returned the product and received a full refund, resolving the issue. However, our ODR has not been corrected. We kindly request your assistance in reviewing and updating our ODR.
Thank you for your time and attention to this matter. We appreciate your help and wish you a great day.
Best regards,
Seller_earUgAgqW8enf
@Ricardo_Amazon
@Sunnie_Amazon
@Lucre_Amzn
@Daryl_Amazon
@Christine_Amazon
@Jurgen_Amazon
Dear Amazon Team,
We would like to contact you regarding order 701-6714522-5561013. Due to the busy holiday season, the Canada Post strike, and the impact of winter conditions on transportation, there have been delays in the shipping service. This situation is entirely beyond our control and is related to the courier companies.
The product has been delivered to the customer, but the customer has submitted an A-to-Z Guarantee claim, which has negatively impacted our ODR (Order Defect Rate). The payment for the product has also been received by you.
The shipping delays are not related to us. We fulfilled our responsibility by delivering the product on time, without damage or issues. We believe we have performed our duties as a seller. However, the delays caused by factors outside our control and the physical conditions mentioned are beyond our ability to intervene. Unfortunately, this situation, which is beyond our control, has negatively impacted the health of our account.
Please I request ODR to be corrected
