I will keep it brief,

MFN (non prime) order sent via Amazon Shipping.

Package reaches the local delivery hub to the customer and then no more scans/updates

EDD+7 (last estimated delivery date + 7 days) for this order is 28th November. Which is the this date Amazon Shipping then consider the package lost and will allow a claim for a lost package.

Meanwhile A/Z Claim opened on 24th November and found in favour of customer.

Customer wants the item - and was frustrated at the lack of information available from Amazon Customer services.

We do not think the customer opened the claim or asked for the claim to be opened.

But this a/z has left us a defect (even though sent by Amazon Shipping) and liablity for the refund (£74.00)

we appealed the a/z and received a patronising reply saying we had to despatch orders within 2 days . . . . and the defect stood.

One of the comments on the opening of the a/z claim from amazon customer support was that the order had invalid tracking which is why the claim was being opened - "as all orders had to have valid tracking."

the tracking on the order is correct and shows multiple scans within Amazon Shipping.

@Seller_Huz6FT08OxHAR, @Seller_Udi0JNbTrsmUV, @Seller_z3k8APxGfbQEK

Can you please escalate the following? I have appealed only for the appeal to be rejected.

I raised a case with seller support but it was, again , rejected.

Many Thanks, Darren.

Please check the following order for which the A-Z defect has been incorrectly added to my account. The postage for this order was purchased via Amazons Buy Shipping and the order was shipped on time.

202-0727720-8137905

As per your own policy on A-to-z Guarantee claims : "If you purchase Amazons Buy Shipping and ship on time, you are protected against a-to-z claims where a customer reports problems with delivery. Those claims will not affect your Order Defect Rate but you are still responsible for the financial loss of these claims." (See https://sellercentral.amazon.co.uk/help/hub/reference/G200202220)

I purchased Amazons Buy Shipping and shipped on time. Therefore this order should not affect my ODR. Please strike the defect from my seller account.

Hi,

We have just had an A-Z claim for an order that was shipped using Amazon's Buy Shipping and as per Amazon Shipping Policy - "A-to-z Guarantee claims: If you purchase Amazon's Buy Shipping and ship on time, you are protected against a-to-z claims where a customer reports problems with delivery. Those claims will not affect your Order Defect Rate but you are still responsible for the financial loss of these claims."

We've had this before and appealed the decision saying this should not have affected our ODR as per Amazon's shipping policy. I even included the text where it states that, but have just received an email that the appeal was denied.

We've had this before a couple of times and usually Amazon changes the ODR affected to NO, but this time they just denied this. Can any mod here help us? The order in question is 205-2972702-2321158

Thank you!