A-to-Z claim
Order ID: 701-8699716-6892212
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,
A-to-Z claim
Order ID: 701-8699716-6892212
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,
1 reply
Ricardo_Amazon
Hello @Seller_UlCGnXztftmMP,
Ricardo from Amazon here.
After sending this to our A-to-Z escalations team, it seems it was denied. It seems the tracking information doesn't show the item being delivered, which is why the decision was not overturned.
