Hello,

I had a customer return an item and I attempted to process the refund at least 6-7 times. Each time it would go into "Prior Refund: Pending" and after about 10-15 minutes the status would disappear and require me to process again. I contacted Seller support multiple times over chat and phone. The first chat support told me to stop attempting to process the refund and inform the customer to contact Customer Support to get the refund processed, which seems like a terrible way to handle the situation, but I did it anyways. The customer contacted me and said the customer support told him he had to contact me to initiate the refund...Then I called SS and the person I spoke to attempted to initiate the refund as well and was also unsuccessful so he escalated the case. I informed the customer of the situation and that I was working on trying to get the refund processed. The customer then left me a very negative review on my product, stating I was trying to scam them. While the case was waiting Amazon action the customer filed an A to Z claim. I provided all of this same information, as well as the case ID in the A to Z claim stating that I approve the refund but due to system issues the refund will not process. I received the A to Z email stating that the claim was approved and it will not impact my ODR, BUT when I logged in to seller central, it did impact my ODR. I attempted an appeal, again providing all of the information with case ID stating that I do approve the refund but believe it should not impact my ODR because of system issues. Today I was notified that the claim is upheld and my ODR is impacted. Are there any MODS that can take a look at this and help out with the ODR impact?

Case ID: 14465376951

@TaylorR_Amazon