A customer was granted an A-Z claim citing the order was not delivered. I submitted an appeal and the claim was still granted but they removed the hit on my ODR. In the comments, Amazon states they are fully aware that the customer did receive the items and yet they are still granting them the claim.

Amazon team, please review this and provide a reimbursement for this claim that should have not been granted. Here is the information and comments:

Granted

Seller-funded: Apr 23

Order Defect Rate (ODR) impacted: No

Appeal by: May 23

Order ID: 111-5306355-3789018

Product Amount: USD 235.16

Claim date: April 23, 2025

Why is this happening?

The customer reported an issue with delivery. In this case, the tracking information indicates delivered, but the customer did not receive the package. Because you provided sufficient information that proves order was actually received by the customer, we will not count the claim against your Order Defect Rate. Show less