Another dumb A- Z metrics hit
Another frivolous A-Z claim that resulted in a metrics hit today because Amazon refuses to follow their own policies.
Customer placed an order, received it on time (FBM.) 3 days later the customer enters a return request for reason ordered by mistake. Amazon issues a return label. The very next day the customer enters another return request, this time for the reason that the item was materially different. 3 days later, on Nov. 18, the customer files an A-Z claim. At this point the customer has not used either return label- neither has received a first scan. Amazon notifies us of the claim, but does not request any info. Amazon contacts the customer on the 18th, and we assume tells him to ship the return. Today the customer finally does ship the return. At that point, AMAZON issued a refund, and Amazon deducted the return shipping cost from that refund.
We get the message from Amazon: We have closed an A-to-z Guarantee claim of $42.69 on the order xxxxxxxxxxxxxx because you issued a refund to the customer. No further action is required from you at this time, but we have counted the claim against your order defect rate.
We have had this happen a couple dozen times in the past few months. It’s ridiculous for these to be counted against the seller metrics. We did nothing! Amazon should never have allowed the claim to start with. Yes we responded asking for the metric hit to be removed but we know from experience it won’t happen.
1 reply
Danny_Amazon
Hello @Seller_3QIhzNaiqbTwC- thanks for detailing this order and claim scenario here on the forums.
I'd be happy to look at the claim specifics along with you to better understand why the ODR impact may have been applied here. Could you kindly share the Order ID in question so I can see the specifics?
In the meantime, I'll make sure the ODR help page is close by, which details what types of claims would impact ODR, and the A-to-z Guarantee help page, which outlines situations where a claim may be granted and the issue determined to be the seller's responsibility.
Thanks in advance,
Danny
Another dumb A- Z metrics hit
Another frivolous A-Z claim that resulted in a metrics hit today because Amazon refuses to follow their own policies.
Customer placed an order, received it on time (FBM.) 3 days later the customer enters a return request for reason ordered by mistake. Amazon issues a return label. The very next day the customer enters another return request, this time for the reason that the item was materially different. 3 days later, on Nov. 18, the customer files an A-Z claim. At this point the customer has not used either return label- neither has received a first scan. Amazon notifies us of the claim, but does not request any info. Amazon contacts the customer on the 18th, and we assume tells him to ship the return. Today the customer finally does ship the return. At that point, AMAZON issued a refund, and Amazon deducted the return shipping cost from that refund.
We get the message from Amazon: We have closed an A-to-z Guarantee claim of $42.69 on the order xxxxxxxxxxxxxx because you issued a refund to the customer. No further action is required from you at this time, but we have counted the claim against your order defect rate.
We have had this happen a couple dozen times in the past few months. It’s ridiculous for these to be counted against the seller metrics. We did nothing! Amazon should never have allowed the claim to start with. Yes we responded asking for the metric hit to be removed but we know from experience it won’t happen.
Another dumb A- Z metrics hit
Another frivolous A-Z claim that resulted in a metrics hit today because Amazon refuses to follow their own policies.
Customer placed an order, received it on time (FBM.) 3 days later the customer enters a return request for reason ordered by mistake. Amazon issues a return label. The very next day the customer enters another return request, this time for the reason that the item was materially different. 3 days later, on Nov. 18, the customer files an A-Z claim. At this point the customer has not used either return label- neither has received a first scan. Amazon notifies us of the claim, but does not request any info. Amazon contacts the customer on the 18th, and we assume tells him to ship the return. Today the customer finally does ship the return. At that point, AMAZON issued a refund, and Amazon deducted the return shipping cost from that refund.
We get the message from Amazon: We have closed an A-to-z Guarantee claim of $42.69 on the order xxxxxxxxxxxxxx because you issued a refund to the customer. No further action is required from you at this time, but we have counted the claim against your order defect rate.
We have had this happen a couple dozen times in the past few months. It’s ridiculous for these to be counted against the seller metrics. We did nothing! Amazon should never have allowed the claim to start with. Yes we responded asking for the metric hit to be removed but we know from experience it won’t happen.
1 reply
1 reply
Danny_Amazon
Hello @Seller_3QIhzNaiqbTwC- thanks for detailing this order and claim scenario here on the forums.
I'd be happy to look at the claim specifics along with you to better understand why the ODR impact may have been applied here. Could you kindly share the Order ID in question so I can see the specifics?
In the meantime, I'll make sure the ODR help page is close by, which details what types of claims would impact ODR, and the A-to-z Guarantee help page, which outlines situations where a claim may be granted and the issue determined to be the seller's responsibility.
Thanks in advance,
Danny
Danny_Amazon
Hello @Seller_3QIhzNaiqbTwC- thanks for detailing this order and claim scenario here on the forums.
I'd be happy to look at the claim specifics along with you to better understand why the ODR impact may have been applied here. Could you kindly share the Order ID in question so I can see the specifics?
In the meantime, I'll make sure the ODR help page is close by, which details what types of claims would impact ODR, and the A-to-z Guarantee help page, which outlines situations where a claim may be granted and the issue determined to be the seller's responsibility.
Thanks in advance,
Danny
Danny_Amazon
Hello @Seller_3QIhzNaiqbTwC- thanks for detailing this order and claim scenario here on the forums.
I'd be happy to look at the claim specifics along with you to better understand why the ODR impact may have been applied here. Could you kindly share the Order ID in question so I can see the specifics?
In the meantime, I'll make sure the ODR help page is close by, which details what types of claims would impact ODR, and the A-to-z Guarantee help page, which outlines situations where a claim may be granted and the issue determined to be the seller's responsibility.
Thanks in advance,
Danny
