A-to-Z Claim - Order ID 702-6525587-0451444 - Incorrect Claim “Different from What I Ordered”
Hello,
We recently received an A-to-Z claim that was granted on March 7, 2025, regarding order 702-6525587-0451444 for the product Petsly Anti Cat & Dog Urine Spray - 500ml. The buyer selected "Different from what I ordered" as the reason for the claim, but the actual issue described in the comments does not align with that claim type.
Claim Summary:
Order Date: January 28, 2025
Delivery Estimate: Feb 4–11, 2025
Claim Date: March 7, 2025
ODR Impacted: Yes
Refund Amount: CAD 49.04
Customer Complaint: Product was ineffective after use
Customer also mentioned: "Seller does not accept used products" – which is inaccurate.
Our Response:
The buyer did not contact us before filing the claim.
We never refused a return; in fact, we were preparing to send a prepaid return label even though the return window had already expired.
The buyer's claim that we do not accept returns of used items is incorrect — they never initiated direct communication with us to clarify return options.
The product received was exactly as described and as ordered. The buyer used the product and later deemed it "ineffective," which is a matter of personal satisfaction, not a case of “different item.”
Request:
We kindly request a review and reconsideration of this A-to-Z decision. The claim was miscategorized and unfairly impacts our Order Defect Rate (ODR). We also ask that Amazon review how this type of claim—where the buyer uses a product and later expresses dissatisfaction—can be more accurately handled in line with Amazon’s policies.
Thank you,
Burcin C.
Aras Store USA
A-to-Z Claim - Order ID 702-6525587-0451444 - Incorrect Claim “Different from What I Ordered”
Hello,
We recently received an A-to-Z claim that was granted on March 7, 2025, regarding order 702-6525587-0451444 for the product Petsly Anti Cat & Dog Urine Spray - 500ml. The buyer selected "Different from what I ordered" as the reason for the claim, but the actual issue described in the comments does not align with that claim type.
Claim Summary:
Order Date: January 28, 2025
Delivery Estimate: Feb 4–11, 2025
Claim Date: March 7, 2025
ODR Impacted: Yes
Refund Amount: CAD 49.04
Customer Complaint: Product was ineffective after use
Customer also mentioned: "Seller does not accept used products" – which is inaccurate.
Our Response:
The buyer did not contact us before filing the claim.
We never refused a return; in fact, we were preparing to send a prepaid return label even though the return window had already expired.
The buyer's claim that we do not accept returns of used items is incorrect — they never initiated direct communication with us to clarify return options.
The product received was exactly as described and as ordered. The buyer used the product and later deemed it "ineffective," which is a matter of personal satisfaction, not a case of “different item.”
Request:
We kindly request a review and reconsideration of this A-to-Z decision. The claim was miscategorized and unfairly impacts our Order Defect Rate (ODR). We also ask that Amazon review how this type of claim—where the buyer uses a product and later expresses dissatisfaction—can be more accurately handled in line with Amazon’s policies.
Thank you,
Burcin C.
Aras Store USA
0 replies
A-to-Z Claim - Order ID 702-6525587-0451444 - Incorrect Claim “Different from What I Ordered”
Hello,
We recently received an A-to-Z claim that was granted on March 7, 2025, regarding order 702-6525587-0451444 for the product Petsly Anti Cat & Dog Urine Spray - 500ml. The buyer selected "Different from what I ordered" as the reason for the claim, but the actual issue described in the comments does not align with that claim type.
Claim Summary:
Order Date: January 28, 2025
Delivery Estimate: Feb 4–11, 2025
Claim Date: March 7, 2025
ODR Impacted: Yes
Refund Amount: CAD 49.04
Customer Complaint: Product was ineffective after use
Customer also mentioned: "Seller does not accept used products" – which is inaccurate.
Our Response:
The buyer did not contact us before filing the claim.
We never refused a return; in fact, we were preparing to send a prepaid return label even though the return window had already expired.
The buyer's claim that we do not accept returns of used items is incorrect — they never initiated direct communication with us to clarify return options.
The product received was exactly as described and as ordered. The buyer used the product and later deemed it "ineffective," which is a matter of personal satisfaction, not a case of “different item.”
Request:
We kindly request a review and reconsideration of this A-to-Z decision. The claim was miscategorized and unfairly impacts our Order Defect Rate (ODR). We also ask that Amazon review how this type of claim—where the buyer uses a product and later expresses dissatisfaction—can be more accurately handled in line with Amazon’s policies.
Thank you,
Burcin C.
Aras Store USA
A-to-Z Claim - Order ID 702-6525587-0451444 - Incorrect Claim “Different from What I Ordered”
Hello,
We recently received an A-to-Z claim that was granted on March 7, 2025, regarding order 702-6525587-0451444 for the product Petsly Anti Cat & Dog Urine Spray - 500ml. The buyer selected "Different from what I ordered" as the reason for the claim, but the actual issue described in the comments does not align with that claim type.
Claim Summary:
Order Date: January 28, 2025
Delivery Estimate: Feb 4–11, 2025
Claim Date: March 7, 2025
ODR Impacted: Yes
Refund Amount: CAD 49.04
Customer Complaint: Product was ineffective after use
Customer also mentioned: "Seller does not accept used products" – which is inaccurate.
Our Response:
The buyer did not contact us before filing the claim.
We never refused a return; in fact, we were preparing to send a prepaid return label even though the return window had already expired.
The buyer's claim that we do not accept returns of used items is incorrect — they never initiated direct communication with us to clarify return options.
The product received was exactly as described and as ordered. The buyer used the product and later deemed it "ineffective," which is a matter of personal satisfaction, not a case of “different item.”
Request:
We kindly request a review and reconsideration of this A-to-Z decision. The claim was miscategorized and unfairly impacts our Order Defect Rate (ODR). We also ask that Amazon review how this type of claim—where the buyer uses a product and later expresses dissatisfaction—can be more accurately handled in line with Amazon’s policies.
Thank you,
Burcin C.
Aras Store USA
A-to-Z Claim - Order ID 702-6525587-0451444 - Incorrect Claim “Different from What I Ordered”
Hello,
We recently received an A-to-Z claim that was granted on March 7, 2025, regarding order 702-6525587-0451444 for the product Petsly Anti Cat & Dog Urine Spray - 500ml. The buyer selected "Different from what I ordered" as the reason for the claim, but the actual issue described in the comments does not align with that claim type.
Claim Summary:
Order Date: January 28, 2025
Delivery Estimate: Feb 4–11, 2025
Claim Date: March 7, 2025
ODR Impacted: Yes
Refund Amount: CAD 49.04
Customer Complaint: Product was ineffective after use
Customer also mentioned: "Seller does not accept used products" – which is inaccurate.
Our Response:
The buyer did not contact us before filing the claim.
We never refused a return; in fact, we were preparing to send a prepaid return label even though the return window had already expired.
The buyer's claim that we do not accept returns of used items is incorrect — they never initiated direct communication with us to clarify return options.
The product received was exactly as described and as ordered. The buyer used the product and later deemed it "ineffective," which is a matter of personal satisfaction, not a case of “different item.”
Request:
We kindly request a review and reconsideration of this A-to-Z decision. The claim was miscategorized and unfairly impacts our Order Defect Rate (ODR). We also ask that Amazon review how this type of claim—where the buyer uses a product and later expresses dissatisfaction—can be more accurately handled in line with Amazon’s policies.
Thank you,
Burcin C.
Aras Store USA
