A to Z getting hit with ODR after refunds
Hello, i have a few cases where customers ship the return back to us and customer files an a to z right after.... we keep getting hit with ODR we receive the package and refund the customer after checking the merchandise which all happens the same day we get the delivery.
we cannot be responsible for every customer that abuses the A to Z button!
AMAZON EMAIL BELOW...
Hello,
Thank you for refunding the order below.
-- Order number: 111-7382645-8567411
-- Date of claim: April 5, 2024
-- Refund amount: $119.08
As the buyer did file a claim, we will still include the claim in your Order Defect Rate and performance metrics.
WHY ARE WE BEING HIT WITH ODR IF WE REFUND FULLY WITH NO ISSUES??
A to Z getting hit with ODR after refunds
Hello, i have a few cases where customers ship the return back to us and customer files an a to z right after.... we keep getting hit with ODR we receive the package and refund the customer after checking the merchandise which all happens the same day we get the delivery.
we cannot be responsible for every customer that abuses the A to Z button!
AMAZON EMAIL BELOW...
Hello,
Thank you for refunding the order below.
-- Order number: 111-7382645-8567411
-- Date of claim: April 5, 2024
-- Refund amount: $119.08
As the buyer did file a claim, we will still include the claim in your Order Defect Rate and performance metrics.
WHY ARE WE BEING HIT WITH ODR IF WE REFUND FULLY WITH NO ISSUES??
7 respuestas
Seller_7LrAV0m5llaI7
Because they filed an A to Z claim and Amazon had to step in because you didn't provide a refund when you shipped it back.
Seller_DdmPiA1p1S2Wu
If a buyer returns an item and then opens an A-Z claim, you can not refund the buyer until the A-Z claim has been closed as Amazon will consider you refunding the buyer as you are supposed to to be an admission of guilt that you were at fault and count it against your ODR. It's really stupid, but it's the Amazon way. Instead, the only thing you can do in this situation is to appeal the A-Z claim asking the A-Z department to close the claim because you need to refund the buyer for the return, but you can not do so with the A-Z Claim open as it will automatically close against you. Hopefully they will close the claim and then you can issue the refund. You can also message the buyer explaining that you can't issue their refund because of their A-Z claim and ask them to close it so that you can issue the refund. Buyers opening A-Z claims for returns that haven't even been received by the seller yet really are just preventing the timely refund of their order.
Tatiana_Amazon
Hi @Seller_XctrnMCRNHJ2p,
It looks like you already received correct information from @Seller_7LrAV0m5llaI7 and @Seller_DdmPiA1p1S2Wu so I just wanted to jump in and add a link to this particular part of the policy: After a claim is filed.
If a refund is given while a claim is still under investigation, it will be closed and will affect the order defect rate. As mentioned by TNValleyProducts, I would suggest allowing the claim to complete investigation then appeal it by providing the tracking information which will show that package had not returned to you yet.
Tatiana
