Help from A to Z
Order ID: 702-6724285-9234628
Dear Amazon Support,
We would like to provide clarification regarding the ongoing issue with the customer's order. According to the tracking information, the product has been DELIVERED to the customer. However, the customer has filed an A-to-Z claim, and a full refund has already been processed.
As a result, the customer will have received both the product and the refunded amount. This puts our store in a difficult position, and we would like to highlight that this issue occurred beyond our control. We kindly request your assistance in informing the customer about the delivery of the product and ensuring they return the item.
Furthermore, this situation has negatively impacted our store's performance metrics. We kindly ask that you reverse the ODR (Order Defect Rate) penalty, as we have taken every possible step to support the customer. Please note that we are committed to providing the best possible service and continually strive to prevent such issues in the future.
Thank you for your understanding and support in resolving this matter.
Best regards,
Help from A to Z
Order ID: 702-6724285-9234628
Dear Amazon Support,
We would like to provide clarification regarding the ongoing issue with the customer's order. According to the tracking information, the product has been DELIVERED to the customer. However, the customer has filed an A-to-Z claim, and a full refund has already been processed.
As a result, the customer will have received both the product and the refunded amount. This puts our store in a difficult position, and we would like to highlight that this issue occurred beyond our control. We kindly request your assistance in informing the customer about the delivery of the product and ensuring they return the item.
Furthermore, this situation has negatively impacted our store's performance metrics. We kindly ask that you reverse the ODR (Order Defect Rate) penalty, as we have taken every possible step to support the customer. Please note that we are committed to providing the best possible service and continually strive to prevent such issues in the future.
Thank you for your understanding and support in resolving this matter.
Best regards,
7 replies
Seller_7LrAV0m5llaI7
The customer can't return something that they don't have in their possession. Did you have a signature confirmation of delivery?
Jurgen_Amazon
Hello @Seller_kUfLOnYNs9swB,
Thank you for bringing this matter to the Amazon Forums. We appreciate your commitment to resolving customer issues.
After reviewing the order details, I can confirm that the Estimated Delivery Date (EDD) was December 12, 2024. However, according to the tracking information, the package wasn't delivered until January 8th, 2025.
In this case, the order was not delivered within the promised timeframe. As a result, we are unable to escalate this issue or remove any negative feedback related to the delay, as it falls outside our standard policies for late deliveries.
We understand this situation can be frustrating for sellers, especially when delays are beyond your control. To mitigate such issues in the future, we recommend:
- Regularly reviewing and updating your shipping methods
- Considering weather and seasonal factors when setting EDDs
- Maintaining clear communication with customers about potential delays
Thank you for your understanding and continued dedication to customer satisfaction. If you have any further questions, please don't hesitate to reach out.
Best regards,
Jurgen
Seller_kUfLOnYNs9swB
Dear Jürgen,
Thank you for your response. I would like to share some important details about the order:
Although the product was delivered late, there was no damage or issue with it.
The customer initiated an A-to-Z claim and received a full refund. However, they also sent a message confirming they received the product and are satisfied with it.
This situation has put us, as sellers, in a very difficult position. The product was shipped on time, but the delay occurred beyond our control.
We have done everything possible to ensure customer satisfaction, yet our performance metrics have been negatively affected, and our orders have been suspended. This places a significant strain on our business.
The feedback we received from the customer was as follows:
"I received the product, got my money back, thank you."
Considering this, I kindly request your support in removing the impact on our Order Defect Rate (ODR). Additionally, I suggest that when reviewing your policies, such cases that affect sellers disproportionately should also be taken into account to prevent similar issues in the future.
Thank you for your understanding and support. Please let me know if you need any further information or documentation.
