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Thread: a-z claim funded by amazon but then it hit our metrics
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Permlink Replies: 6 - Pages: 1 - Last Post: 13 Aug, 2017 11:20 AM by: Major Threads: [ Previous | Next ]
outdoor gear an...

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Registered: 07 Jan, 16 9:40 PM
Posted on: 13 Aug, 2017 11:04 AM  
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We had an a-z claim filed for an order, we answered the a-z claim within the three day time and were able to show via USPS tracking information that the order was in fact delivered to the customer. Amazon sent us a reply stating the following.

Hello,

We have granted the claim for this order and issued a refund to the buyer:

    • Order Number:
    • Date of Claim: August 10, 2017

We have found no reason to believe that you are responsible for this claim. We have issued a refund to the buyer, but we will not debit your account for that refund.

So they found no reason to believe we are responsible but this is showing on our ODR metrics as if it was our fault.
how can i get this removed from our ODR?
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Lake

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Registered: 01 Mar, 12 2:05 PM
Posted on: 13 Aug, 2017 11:06 AM   in response to: outdoor gear an... in response to: outdoor gear an...  
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Buyer won, you lost but Amazon paid the claim.

You keep the metrics hit.
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outdoor gear an...

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Registered: 07 Jan, 16 9:40 PM
Posted on: 13 Aug, 2017 11:08 AM   in response to: Lake in response to: Lake  
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if its found as they said not to be our responsibility then why would it be held against us? also why do we not have the option to appeal the finding?
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Major

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Registered: 08 Mar, 13 1:47 AM
Posted on: 13 Aug, 2017 11:09 AM   in response to: outdoor gear an... in response to: outdoor gear an...  
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if the reason for the claim was "Item Not Received" your metrix will NOT be hit. (on amazon bought shipping label's only)
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outdoor gear an...

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Registered: 07 Jan, 16 9:40 PM
Posted on: 13 Aug, 2017 11:13 AM   in response to: Major in response to: Major  
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The reason is item not received,
but it is still on our metrics.
we were never given the option to appeal the decision.
Amazon only stated that they found no reason to believe we were responsible for the claim. so why is it on our metrics and how can I get rid of it.
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Major

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Posted on: 13 Aug, 2017 11:16 AM   in response to: outdoor gear an... in response to: outdoor gear an...  
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a usual case will hit the metrics no difference who's winning.

its the fact that you had an a-z. Just like a car accident. its a fact and can not be appealed.

except if its a label thru amazon buy shipping which is claim "Item Not Received"

check your metrics next week and you will not see that you had an a-z (only if it was thru amazon buy shipping) calm

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Major

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Registered: 08 Mar, 13 1:47 AM
Posted on: 13 Aug, 2017 11:19 AM   in response to: outdoor gear an... in response to: outdoor gear an...  
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check the Performance Metrics to see if your metrics is hit.

i had 3 INR received in the past 4 weeks and its showing 0 a-z.

thats how amazon works as of now. (was different a while back)
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