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Need Help Resolving A-to-Z Claim – Customer Wants to Withdraw but Can’t
Hi everyone,
I’m facing an issue with an A-to-Z claim and would appreciate any advice.
The situation:
The customer had two orders, and we shipped both successfully (tracking shows delivered).
Due to a minor delay, we communicated with the customer, offered a partial refund, and they were happy.
However, they opened an A-to-Z claim just to inquire about the package status (not realizing it would escalate).
The customer wants to withdraw the claim but is unable to do so (they’re elderly and unfamiliar with the process).
We’ve sent a free replacement as a goodwill gesture (tracking: C00HHA0560648498, delivered), and the customer confirmed they no longer need the claim.
What we’ve tried:
- Contacted Amazon Seller Support multiple times (phone + appeals).
- Provided proof of delivery, customer messages, and replacement tracking.
- Explained that the customer is willing to withdraw but doesn’t know how.
Despite our efforts, the claim remains open and is affecting our Order Defect Rate (ODR).
Has anyone dealt with a similar situation? How can we get Amazon to close this claim since the customer is satisfied and no refund is needed?
Any help would be greatly appreciated!
Thanks,
Ethan
@JiAlex_AmazonHelp please.
4 replies
Seller_6oA09Nhj52unl
Have you asked your customer to contact Amazon support and let them know? They can call and say they want to cancel or withdraw the claim.
Seller_OvL8C4BJWiuS9
We had a situation where the buyer didn't intend to file a claim-trigger happy Amazon filed it. It was a lot of back and forth from us and the buyer with Amazon and it was finally resolved and closed out, but it took about a week.
Seller_4zBzdtgCyS9EI
Amazon does not recognize or consider any arrangements made with the buyer outside of Amazon's process.
