Request for Moderator Escalation – Incorrect A-to-z Claim & ODR Impact
Dear Moderators,
@Ricardo_Amazon @Christine_Amazon @Lucre_Amzn @Sunnie_Amazon @Daryl_Amazon
We respectfully request your assistance escalating a case involving an A-to-z Guarantee claim that was incorrectly granted and is now being unfairly counted against our Order Defect Rate.
- Order ID: 701-8942133-9354653
- Case ID: 18011666671
The buyer returned a used pair of Sony WH-CH720N headphones with visible dirt and scratches. After a full inspection, we confirmed the item was fully functional—no defect in sound, connection, or ANC performance. The buyer originally cited sound quality dissatisfaction, not a defect, when requesting the return.
We issued a 50% refund on June 6, 2025, in full compliance with Amazon’s stated policy for items returned in used condition, not due to seller error:
amazon.ca/gp/help/customer/display.html?nodeId=GKQNFKFK5CF3C54B
The A-to-z claim was filed 20 days later, on June 26, with new allegations of defect. The buyer never responded to our refund explanation, and the claim contradicts the original reason. Despite this, Amazon debited us an additional $108.10 and counted it against our ODR, citing that we "did not respond"—even though the refund had already been issued weeks earlier.
We appealed the claim with complete details and proof, but the appeal was denied without addressing the key facts or timeline.
We kindly request moderator assistance to:
- Escalate the case to a senior investigator
- Reimburse the $108.10 debited from our account
- Remove the A-to-z claim’s impact from our Order Defect Rate
Thank you very much for your support in correcting this.
John
Request for Moderator Escalation – Incorrect A-to-z Claim & ODR Impact
Dear Moderators,
@Ricardo_Amazon @Christine_Amazon @Lucre_Amzn @Sunnie_Amazon @Daryl_Amazon
We respectfully request your assistance escalating a case involving an A-to-z Guarantee claim that was incorrectly granted and is now being unfairly counted against our Order Defect Rate.
- Order ID: 701-8942133-9354653
- Case ID: 18011666671
The buyer returned a used pair of Sony WH-CH720N headphones with visible dirt and scratches. After a full inspection, we confirmed the item was fully functional—no defect in sound, connection, or ANC performance. The buyer originally cited sound quality dissatisfaction, not a defect, when requesting the return.
We issued a 50% refund on June 6, 2025, in full compliance with Amazon’s stated policy for items returned in used condition, not due to seller error:
amazon.ca/gp/help/customer/display.html?nodeId=GKQNFKFK5CF3C54B
The A-to-z claim was filed 20 days later, on June 26, with new allegations of defect. The buyer never responded to our refund explanation, and the claim contradicts the original reason. Despite this, Amazon debited us an additional $108.10 and counted it against our ODR, citing that we "did not respond"—even though the refund had already been issued weeks earlier.
We appealed the claim with complete details and proof, but the appeal was denied without addressing the key facts or timeline.
We kindly request moderator assistance to:
- Escalate the case to a senior investigator
- Reimburse the $108.10 debited from our account
- Remove the A-to-z claim’s impact from our Order Defect Rate
Thank you very much for your support in correcting this.
John
0 replies
Sunnie_Amazon
Hello, @Seller_1idNlTUpfKbZW,
I know this situation is really frustrating, and it's having a big impact on your business. I'm sorry you're dealing with this.
Amazon has something called the A-to-z Guarantee. It's there to make sure customers get what they ordered, in good condition, and on time - whether they buy directly from Amazon or from other sellers like you.
Sometimes things go wrong, and that's okay. We give you time to gather information and explain your side of the story. We look at each case carefully and try to be fair to everyone.
Not only that, but we know that sometimes packages get delayed because of shipping problems or customs issues. This can happen to anyone, even Amazon!
If a customer doesn't get their order by the date we promised, they can contact our customer service. We'll look into what happened and might send a new item or give a refund.
Here's some helpful info:
If we decide in the customer's favor, they don't have to send the item back. But don't worry - you have 30 days to appeal if you think we made a mistake. This is your chance to give us any new information.
Here are some additional tips on A-to-Z Guarantee claims:
Preventing A-to-Z Claims:
- Ship orders on time and use a reliable carrier
- Clearly communicate your shipping policies to customers
- Package items securely to prevent damage
- Respond promptly to customer inquiries
Handling A-to-Z Claims:
- Gather all evidence and documentation about the order
- Communicate proactively with the customer to resolve the issue
- Submit a detailed appeal within 30 days if you disagree with the decision
- Provide tracking information, delivery confirmations, and any other relevant proof
The key is to be transparent, responsive, and provide as much supporting evidence as possible. This gives you the best chance of successfully appealing an A-to-Z claim.
These help pages have more information for you:
- Amazon’s A-to-z Guarantee claims
- Appeal an A-to-z Guarantee claim
- How to respond to an A-to-z Guarantee claim
- Prevent an A-to-z Guarantee claim
Before I raise this concern to our escalations team, could you please share your Case ID where you can confirm you already sent all proof and any applicable details?
-Sunnie
