Countries
Read only
Why Is It Seller Funded When It's Claim Protected?
We received a message from the buyer regarding an INR (Item Not Received) issue. We guided the buyer through the process of filing an A-to-Z claim, knowing that the item was both claim and delivery protection eligible. However, the customer persistently demanded an immediate refund without following the claim process. Despite our repeated requests to follow the correct procedure, Amazon refunded the buyer at the seller's expense. We appealed the A-to-Z claim twice, but Amazon seems determined to uphold the seller-funded decision without explaining how or why it was attributed to the seller when we never initiated the refund. Can anyone please provide guidance?"
Order Defect Rate (ODR) impacted: No
No action currently required
Order ID: 112-5062495-7271440
Product Amount: USD 34.59
Claim date: January 22, 2025
Why is this happening?
The customer reported an issue with delivery. In this case, the tracking information indicates delivered, but the customer did not receive the package. Because you provided sufficient information that proves order was actually received by the customer, we will not count the claim against your Order Defect Rate.
0 replies
Seller_WBnGS7Ix3XiDX
When I see this, I ask this question... was the item shipped over $100 ?
I see this a lot when this happens, & the sale is over $100.
Danny_Amazon
Hello @Seller_90IjXd1pKDqFT- and thank you for surfacing this claim scenario here on the seller forums.
As I review the claim details now, it appears the claim was updated to be funded by Amazon without any impact to your ODR following your appeal. Please let me know if you see anything different from your end, but I am glad to see this should be resolved!
Thanks much,
Danny
Similar Discussions
