Canada Post Strike: Resulting A-to-Z claims and ODR impact
How To Solve These Problems!!
I am writing about the A-to-Z claim and its subsequent impact on my order defect rate (ODR).
Order #701-5784810-1261040
The A-to-Z claim for the aforementioned order states, "The buyer did not receive the package, and our records indicate that you shipped this order after the maximum handling time had elapsed." To make matters more distressing, this order is not available in the 'Request Appeal' section, which limits my ability to contest this decision.
I disagree with the late ruling. Actually, I shipped the goods within the specified shipping window. However, due to the Canada Post strike, carriers were delayed in submitting information and picking up scans after the call. It appears that Amazon used the carrier's information submission and outbound status, rather than my actual shipping time, as the starting point for the shipment.
Given these circumstances, I kindly request that the impact of this A-to-Z claim on my ODR be removed or, alternatively, that I be granted the right to 'Request Appeal' within the A-to-Z claims process. I believe that holding me accountable for a delay caused by external, unforeseen circumstances beyond my control is unfair and does not align with Amazon's commitment to seller support and fairness.
@Ricardo_Amazon @Christine_Amazon @Daryl_Amazon
Canada Post Strike: Resulting A-to-Z claims and ODR impact
How To Solve These Problems!!
I am writing about the A-to-Z claim and its subsequent impact on my order defect rate (ODR).
Order #701-5784810-1261040
The A-to-Z claim for the aforementioned order states, "The buyer did not receive the package, and our records indicate that you shipped this order after the maximum handling time had elapsed." To make matters more distressing, this order is not available in the 'Request Appeal' section, which limits my ability to contest this decision.
I disagree with the late ruling. Actually, I shipped the goods within the specified shipping window. However, due to the Canada Post strike, carriers were delayed in submitting information and picking up scans after the call. It appears that Amazon used the carrier's information submission and outbound status, rather than my actual shipping time, as the starting point for the shipment.
Given these circumstances, I kindly request that the impact of this A-to-Z claim on my ODR be removed or, alternatively, that I be granted the right to 'Request Appeal' within the A-to-Z claims process. I believe that holding me accountable for a delay caused by external, unforeseen circumstances beyond my control is unfair and does not align with Amazon's commitment to seller support and fairness.
@Ricardo_Amazon @Christine_Amazon @Daryl_Amazon
11 replies
Seller_MNiiVbtIFXAL4
Thank you for sharing your experience regarding the recent challenges with delayed shipments. Unfortunately, we’re also facing the same issue, and it has severely impacted our business.
Many of our shipments have been held up at customs or are stuck in the postal backlog due to delays caused by external factors. As a result, the tracking information has not been updated in time, and Amazon has defaulted these orders as “lost.” At the same time, customers—understandably frustrated—have filed A-to-Z claims, further complicating the situation.
Due to the accumulation of these A-to-Z claims, our Account Health metrics (specifically, the A-to-Z Guarantee Rate and Order Defect Rate) have fallen below the acceptable thresholds. This has led to the suspension of our selling privileges. To make matters worse, despite multiple attempts, Amazon has rejected our account reinstatement requests.
This situation feels incredibly unfair, as we shipped all orders on time and provided accurate tracking information. However, external factors like customs delays and postal disruptions are entirely beyond our control.
We truly hope Amazon can take these exceptional circumstances into account and offer a more reasonable resolution for affected sellers like us.
Seller_y1Kyc689fniUr
We've had a similar experience as well, however we were able to appeal. It didn't matter though, because it got declined a second time. The tracking information on our shipment even stated there were delays due to labour dispute. Luckily, we only had one shipment get caught with Canada Post during the strike, but delays with other couriers caused additional issues with our account. Amazon seems uninterested in making any concessions for sellers affected by the strike and seems to only care about their customer - even though all Canadian customers were very aware of the strike situation, to me it seems Amazon allowed buyers to take advantage of the strike to get free product by using the A-Z claim process when it's an unfair situation for the seller
Seller_bSnqvAQftSIFB
Same here.... the sense of entitlement from people is disgusting and the way Amazon handles things (or lack thereof) is a joke. Customer ALWAYS wins with Amazon. The strike cost me over $20k in lost sales as it was, then add these things on top of it. Makes it near impossible for a small business to succeed. GREED on all parts.
Seller_yU10W2TDP8gOW
I am also receiving A to Z Claims because Canada Post is still holding the packages. This is very frustrating!!
Ricardo_Amazon
Hello @Seller_TICBJJpYfLBV1,
I've sent this request to our A-to-Z Escalations team.
Once I receive a response I will be letting you know.
Seller_jsA6DJnoo2y22
I have same problem with a to z . Customer received the order after the window date. Because of Canada postal strike. I already sent message to buyer that you will receive the package in two days because it clearance at Canada international postal. Then also the buyer claim for a to z. I already checked the product with the buyer then also the amount deducted from my account. I don’t know what to do. So appeal it but Amazon not accepting it. I don’t know what the next step. And it impact on my ODR too.
Seller_MsCEZiCbwLa0y
Subject: Request for Review and Removal of A-to-Z Claims Affected by Canada Post Strike
HELP ME PLEASE!!!
@Daryl_Amazon
@Ricardo_Amazon
@Sunnie_Amazon
@Jurgen_Amazon
@Lucre_Amzn
@Christine_Amazon
Dear Amazon Support Team,
I am reaching out regarding a series of orders affected by the Canada Post strike, which disrupted shipping services across Canada during the fulfillment period. Despite our proactive efforts to minimize delays, such as utilizing alternative carriers and maintaining timely communication with customers, some of these orders have resulted in A-to-Z claims due to the unavoidable delivery delays caused by this nationwide disruption.
These claims unfairly impact our seller performance metrics, as the delays were entirely due to external factors beyond our control. The Canada Post strike was a widespread logistical issue that affected all deliveries during this time, regardless of the shipping methods used.
We kindly request Amazon to review the following impacted orders and evaluate whether the A-to-Z claims can be removed from our account metrics:
Order and Case Details:
Order ID: 701-6856996-9349040
Order ID: 701-5043985-9625069 Case ID: 16982355621
Order ID: 701-5266227-3865048 Case ID: 16982293451
Order ID: 702-6258536-5651411 Case ID:16943197311
Order ID: 702-8820591-5964220
Order ID: 701-4662295-8524236 Case ID:16939235981
Order ID: 702-8274742-3759402
Order ID: 701-2638563-7456200 Case ID: 16934358131
We greatly appreciate Amazon’s understanding and support in addressing this issue, as it directly resulted from an external shipping disruption. Please let us know if additional details or documentation are required to facilitate this request.
Thank you for your time and assistance in resolving this matter.
