Hello @Seller_pMhJUjfKzPff5

Thank you for posting your inquiry to the Forums.

Regarding A-Z Claims, I see that the claims opened on your account are for "package didn't arrive". Please note that Amazon Buy Shipping shipments qualify for A-to-z claims protections against "Package didn’t arrive" claims when all of the following conditions are true:

1. The buyer was reimbursed by Amazon for not receiving their package.
2. The shipping label was purchased with Amazon Buy Shipping and was a "Claims Protected" shipping service. The "Claims Protected" badge will be displayed in the Amazon Buy Shipping user interface before purchase and in the order details page Shipping label purchase section after the label is purchased. (Note: "Late Delivery Risk" labels are ineligible for protections).
3. The order was shipped on time, which will be considered at the moment of the carrier’s first scan, not when you confirm shipment.

In reference to the order defect rate, I would suggest reaching out to our Account Health team for additional guidance. You can do this by navigating to your Account Health page and utilizing the "Contact Us" button on the right hand side of the page.

I have included some resources below for your reference if needed:

• Amazon Buy Shipping protections
• Order defect rate
• Amazon’s A-to-z Guarantee claims

Regards,

Quincy_Amazon