Below is the message I have sent to Amazon 3 times with the explanation of an A-to-Z Claim that was granted when it shouldn't have been. Since it was granted, the customer was able to keep the 600 item, it threw my ODR over 1%, Amazon removed the "featured Offer" from entire catalog, products went from 2nd organically to 40th in search, I can't spend on marketing (PPC) because you cant advertise any product without having the "featured Offer". We are now selling 0 per day when we usually sell over 100k per month. Anybody know what can be done?

Message to Amazon:

Hello, we are looking for assistance with an A-to-Z Claim for order 114-9494917-3581849 that we strongly believe should not have been granted and more importantly should not impact our ODR. Due to this A-to-Z Claim impacting our ODR it has put us at a 1.19% ODR. This has subsequently made are account lose the “Featured Offer” on every single product in our inventory. Due to the loss of the “Featured Offer” we have had our products pushed from organically ranking in the 2nd or 3rd position to being the 30th or 40th positioned product on those keywords. This has completely flatlined sales with 0.00 in sales in many days, and it has created a situation where we cannot run marketing campaigns on Amazon to even try to get some of the lost sales back. This also creates a situation where our ODR is going to continue to increase because we are getting no sales due to not being visible to customers, and also not being able to spend marketing dollars on PPC to even try to get in front of customers.

This is the explanation of this issue in detail with corresponding attachments for reference. (Customer) purchased TWO (2) TVSES5865 units on January 4th, 2025. Both products were shipped on January 6th and delivered on January 7th. On January 15th, Customer requested a return authorization of ONE (1) enclosure because he could not fit a sound bar inside the enclosure. We do not sell sound bar enclosures, and we do provide our interior and exterior dimensions of our product in four (4) different places on our Amazon product listing page. On January 16th, WE DID in fact respond through Amazon messages platform regarding the return with our standard policy on returns and instructions on what to do next. See attached document “Email Response to (Customer)”. We have done it this way for 10+ years on Amazon. We received no response from the Customer after sending the message on February 16. The reasons we strongly disagree with your decision to grant the A-to-Z Claim and also impact our ODR are as follows. (1) The customer’s original return reason was “Item defective or doesn’t work” because he “cannot fit a soundbar inside of the enclosure”. We do not state anywhere in our listing that you can fit a soundbar in the enclosure and we also put full internal and external dimensions on our product listings in four (4) different places. (2) The customer clearly purchased two enclosures and was only asking to return one enclosure. If the items were defective, then he would have asked to return both enclosures. He also only filed the A-to-Z claim on one of the two enclosures. This is likely because he accidentally purchased two of the same products and did not need the second enclosure. (3) And the third and MOST IMPORTANT reason we do not agree with your decision is because the entire reason you are stating we are losing the A-to-Z Claim is because we did not respond to the customer. This is factually incorrect, and you can clearly see in the attached document and also by looking in Amazon messages, to this customer, from us, that we DID in fact message this customer regarding the return request.

At this point, the customer was not only able to keep the second enclosure with a value of 608.83, and we did not get it back, but we are also losing up to and likely over 100,000.00 per month in lost sales. We process over 1.25 million dollars in sales annually through Amazon, our account health is excellent, and we always try to do the right thing within reason. We are asking and begging that somebody actually review this case and at the very least change the outcome so it does not affect our ODR. Please provide us with some assistance so the ODR will go down and our listings can regain the “Featured Offer”. Thank you for your understanding in this matter.

Hi Mods,

We had an A-to-Z opened before we received the returned item.

After we saw the A-to-Z claim opened, we messaged the buyer. Buyer said she did not open the A-Z claim, he/she only contacted Amazon about question related to refund. So the A-Z claim was opened by the Amazon customer service agent who the buyer contacted with.

This is against Amazon A-Z policy; the customer service agent should know that the package is not returned to the seller at that time by check the return tracking number.

On 6/7/2024, buyer messaged us said she followed our instruction to contact the Amazon customer service agent but she was told Amazon customer service agent cannot close the A-Z claim for her, this is also not true.

Now the A-to-Z claim has been granted and againt our ODR.

Amazon A-to-Z team denied our appeal without checking the message history.

The order number is 111-7448768-5818614.

Hope Mods here can help us.

Thank you

Hello everyone,

I'm here for some help about what should we do when we get the return package but the A-z claim is still under review? Any suggestions would appreciated

The customer emailed to us that the chair didn't work and wanted to return it back. We had made pre-paid return label exempt for the chair, so we asked for the exact problem she had with the chair, so we could offermore solution for her. No reply for her, so we email to her again, and told that she may need to pay the return shipping fee if it's her reason for this return and attached the Amaozn policy screenshot. Then we got the A-z claim. We emailed to her with the prepaid return label once we notice the claim, and she returned the package back soon. The package was delivered on 14th, May, but the claim is still under review. So we replied to Amazon that we would full refund to the customer as we got return the package.

In most time, we would get an email from Amazon that allowed us to make the refund with no impact on ODR. But nothing received this time, we could do nothing but just wait. Then we explained to the team about this situation again, and still no reply. Then on 22th, May, we lost the claim. And our appeal was denied again becuase Amazon thought we didn't refund to customer after we got the returned package.

So we should full refund to the customer when we get the pacakge and it doesn't affect the ODR no matter the claim is still under review or not? Any ideas about that?@Seller_c2KLMXKhUYF3u@Seller_s3amN64nZ4y9V@Seller_nS0jcFQNDLG3e