Hello, I have a concern regarding one of my shipped orders that the carrier lost. After explaining the situation to the customer, I provided them with an offer of either a replacement or a refund using the Amazon template form. While the customer received a full refund, I received a 3.5% defect rate in the "A-to-z guarantee claims" section, which puts my account at risk of deactivation. I am confused as to why this happened, as I had already agreed to provide the customer with a refund or replacement. It seems that the customer still opened a claim, even though I had already offered a solution.

I have no option to appeal because there are no any claims in the A-to-z claims menu. Thank you for your assistance.

My orders 702-4036851-8820214,701-9969236-4105043,702-0111879-6121824,702-7260939-6979410 received A-to-Z claims for the same reason"Package didn't arrive", which are approved as soon as I received the claim, and was immediately refunded in full, but not included in the order defect rate.

I do not understand why didn't Amazon allow time for the survey to go through and get a refund.We have contacted some customers actually later found the package, but more after receiving a refund will not reply to the message.Who can help me?

If you are a third-party new seller, it is not easy for you to start selling products normally. If one or two orders are submitted A to Z claims by customers and granted Yes by Amazon, it means you will have to go through a long process of losing your buy box without any appeal channels. You will loss buy box if the A-to-z Guarantee claims rate above 0.5%,It means that if you sell 200 orders and one order is in dispute, The claim be granted yes,then you have to prepare for the loss of your buy box. So, when the customer finds you, you should refund them without any reason, even if the order is over $1000.Other wise,if you refunded after the claim be submitted,The claim would be granted yes and counted the claim to your ODR,because you refunded to customer after the claim submitted.Their behavior is to help customers obtain free products,Not only did you lose the order payment, but your account performance also added an Order defect.It's useless for you to keep explaining the reasons and appeal the claim. They have a fixed and rigid rule to review it.If you ask help to seller support,you will get an Template reply or never reply,For example the case ID 15524561851,15530291801.

Order Defect Rate 0.9% Target: under 1%

Order Defect Rate consists of three different metrics:

Negative feedback 0.3% A-to-z Guarantee claims 0.6% Chargeback claims 0%

You can see that our ODR is at the 1% target, but it doesn't work. They seem to have a default rule that if your A to Z claims exceed 0.5%, you will lose your buy box.