So I've always been able to have A-Z Claims that affect my ODR removed because I use Amazon Buy Shipping. That's the stated policy:

"If you purchase Amazon’s Buy Shipping and ship on time, you are protected against a-to-z claims where a customer reports problems with delivery. Those claims will not affect your Order Defect Rate but you are still responsible for the financial loss of these claims." (See https://sellercentral.amazon.co.uk/help/hub/reference/G200202220)

But in the recent 60 day monitoring period I've had a multitude of items shipped by Royal Mail, which have been raised as A-Z claims, and I have gone back and forth with both seller support and the account health specialists who each say that they agree with me that the defects should not affect our metrics (in writing too) but that they don't have access to remove the strikes on their side and I must speak to the other team.

So I literally speak to account health specialist, get told to speak to seller support, get told by seller support to speak to account health specialist and so on. I can't get hold of the original people I spoke with on either team of course.

All these orders were shipped on time and I used Buy Shipping.

205-0420195-1700338

206-2725703-7487539

203-8270281-4623519

026-8450564-6705932

203-4502138-2417956

204-6041928-4106766

026-3071201-3427554

206-9762101-4097163

204-2495330-8509130

203-5554276-5518724

206-5077296-7781925

206-2575543-6118724

202-0835991-0435543

202-7940003-3327529

203-5543162-5701940

202-0483249-2201124

202-2167827-7312317

202-5505828-1173167

202-5888223-0625111

202-8338268-6581157

202-8501921-6637952

205-2900270-5793109

026-9868287-4461906

203-7182958-6190753

@Maja_Amazon - as a moderator can you look into this for me? Seller support and account health specialists are whole heartedly agreeing that the defects should be removed but no one is taking any responsibility for actually removing them they just keep blaming each other