Hey there @Seller_ZgIYphjsPoXMm,

I hope this finds you well. I greatly appreciate your patience as I work to reply here.

"I’ve received an A-to-Z claim for order ID: 701-4968758-3101032 due to an invalid address provided by the customer. This has affected my ODR, which is now below 1%.

Order ID: # 701-4968758-3101032 ship to (RAMON MARIN SOLIS Ecatepec, EDO. MEXICO 55024 Mexico)

Shipping service: Cainiao Global Express-Standard

Tracking ID: CNMEX1001961076

global.cainiao.com/detail.htm?spm=a2d0j.7922267.0.0.47584141qvGh2m&mailNoList=LP00649785319893

This is message from the shipping company:

Delivery failed

Delivery attempt unsuccessful. Delivery address is incorrect

Has anyone faced this before? Can I contest this claim and request Amazon to reconsider the impact on the ODR? Any advice on avoiding such issues would be appreciated."

Have you made outreach to the customer to see if there is an issue with their address? How did you verify this address prior to shipping the product?

After an A-to-Z Guarantee claim is filed, there are four possible outcomes as seen below.

• You choose to provide a full refund
• Amazon investigates the claim
• The claim is automatically granted
• Claim is withdrawn by the customer

Tracking shows that the package is returning to you: If the tracking shows that the item was undeliverable to the customer or refused, and we receive tracking information indicating that the package is returning to you, we will automatically refund the customer and debit your account for the claim amount. It does not impact your account health or order defect rate (ODR).

Is the item being returned to you?

All the best,

Stevie.