Hello @JiAlex_Amazon@Ricardo_Amazon@Lucre_Amzn @Josh_Amazon

Order ID: 702-2922104-6937051

I am writing to appeal against the A-Z Guarantee claim applied to my account, which has had a negative impact on my Order Defect Rate (ODR). I have summarised the situation in detail below and respectfully request that my appeal be evaluated.

The customer stated that they wanted to return the order. As soon as I received this request, I initiated the return process in accordance with Amazon's return policies and returned the product immediately.

However, the refund that was supposed to be made to the customer within the scope of Amazon's return process was not made by Amazon on time. The payment remained in 'pending' status. This caused a delay to the payment, resulting in the customer filing an A-Z Guarantee claim.

Amazon held me responsible for this delay, issuing an A-Z warning which negatively affected my ODR score. However, I completed the return process in full and on time, and the delay was due to the refund being pending in Amazon's system.

Reason for my appeal:

I acted in accordance with Amazon's seller policies when processing the return and completed the process on time.

The refund delay was due to a glitch in Amazon's return process, which was beyond my control.

It is unfair to attribute the A-Z guarantee claim to the seller in this case because the problem lay with Amazon's return payment process, not mine.

For the above reasons, I respectfully request that this A-Z Guarantee claim be removed from my account and that the negative impact it has had on my ODR score be corrected. I also request that you review this situation to ensure that it does not further harm my seller performance metrics.

As a new seller on Amazon, I am meticulously reviewing all processes. If the problem was caused by my own fault, I would accept it, but it is very frustrating to be penalised for something that was not my fault. Thank you for your understanding.