Good morning, I am hoping i can get any type of help. I am now on my 3rd A-Z claim in the past 60 days which has now affected my Order Defect Rate which is now affecting my sales. As They have now removed the buy box from all my listings. I keep having buyer's opening up claims stating "Package didn't arrive" which 10000% false. Both of these customers had issues with their orders claiming their items were defective and wanted a refund. One of the two claims I sent a replacement. The other one kept insisting on a refund without returning my items. I told them I would not give them a refund without my items being returned. All this communication between the buyers and I was done through Amazon messaging. Tracking shows all these items were delivered on time. These buyers openly admitted to using my items in Messages so why is Amazon letting them open up an A-Z claim stating they never received anything??

1 of the A-Z Claims I have lost already and have appealed.

The other is still under review but I am pretty certain I am going to lose just as i did the other one.

I did not buy shipping through Amazon but I do have my UPS account linked to my account.

I am not going to let these buyers take advantage of me. Am I doing something wrong?

Also to put into perspective I have done $20k in sales the 2 weeks prior to this happening. Since this has happened I have had 0 orders.

I just would not like these claims to NOT affect my ODR so I can have the buy box back on my listings to receive sales again and move on.

Regarding A-to-z claims, I have submitted a claim for an order for more than a month but it has not been reviewed yet. I contacted Amazon customer service and was told that I could only wait.

Because two orders made 2 years ago were also in this situation and were also in the review status. Two years have passed and the A to Z for these two orders has still not been processed.

Reference case 16485730991.

Can you help me solve this problem?

@Seller_l3eCP9f1PtJXC

@Seller_PIHyltK09pbl3

@Seller_l7Jtck9jxnEA0

@Seller_zukQNO61PzGck

@Seller_RsATYbG9XP0HP

A customer purchased 2 items from us, we shipped both in the same package, using a USPS label we purchased on Amazon, and updated the orders - orders # 112-9005085-8501847 and 112-2058158-6508260. The package was lost and we advised the buyer to file an A-Z Claim. The buyer was refunded the money and Amazon funded 112-2058158-6508260 (the less expensive item), but debited us for 112-9005085-8501847 (the more expensive item). We have appealed a couple of times, emailed, chatted, and had phone calls with amazon, but no one can explain why one item was "Amazon-funded" and the other was "seller-funded" - we followed the guidelines and the package was lost through no fault of ours, why are we being penalized?