A-to-Z claim for item shipped ON TIME and through Amazon's "Buy Shipping". ODR is affected
Dear Amazon Performance Team,
I am writing to appeal the recent A-to-Z Guarantee claim, which was granted to the buyer with the reason "Item not received."
We have just had an A-Z claim for an order that was shipped using Amazon's Buy Shipping and as per Amazon Shipping Policy - "A-to-z Guarantee claims: 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."
We've had this before and appealed the decision saying this should not have affected our ODR as per Amazon's shipping policy. I even included the text where it states that, but have just received emails that the appeal was denied.
We've had this before a couple of times and usually Amazon changes the ODR affected to NO, but this time they just denied this. Can any mod here help us? Order ID: # 111-9146131-7993003
Thank you!
A-to-Z claim for item shipped ON TIME and through Amazon's "Buy Shipping". ODR is affected
Dear Amazon Performance Team,
I am writing to appeal the recent A-to-Z Guarantee claim, which was granted to the buyer with the reason "Item not received."
We have just had an A-Z claim for an order that was shipped using Amazon's Buy Shipping and as per Amazon Shipping Policy - "A-to-z Guarantee claims: 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."
We've had this before and appealed the decision saying this should not have affected our ODR as per Amazon's shipping policy. I even included the text where it states that, but have just received emails that the appeal was denied.
We've had this before a couple of times and usually Amazon changes the ODR affected to NO, but this time they just denied this. Can any mod here help us? Order ID: # 111-9146131-7993003
Thank you!
3 respuestas
Seller_bEFW9uFAB1g1u
@Rose_Amazon @KJ_Amazon @Danny_Amazon @Sandy_Amazon @Tiff_Amazon @Blake_Amazon @Roberto_Amazon @Quincy_Amazon @Emet_Amazon
Seller_bEFW9uFAB1g1u
@Rose_Amazon @KJ_Amazon @Danny_Amazon @Sandy_Amazon @Tiff_Amazon @Blake_Amazon @Roberto_Amazon @Quincy_Amazon @Emet_Amazon
Any update from amazon？
Danny_Amazon
Hello @Seller_bEFW9uFAB1g1u- and thank you for posting about this order and claim experience.
Danny here, commenting to confirm I have surfaced this internally to request some additional review of this claim decision to ensure the correct determination is reached. While the investigation of my escalation may take several business days, I'll be sure to tag you in this comment thread when I receive any further information.
Best,
Danny
