Hi everyone,

I’m reaching out regarding a recent A-to-Z claim that was granted against my account (Order ID: 702-3307911-4403438), which negatively impacted my Order Defect Rate (ODR).

The order was shipped on time via FedEx (Tracking: 288629889040) and delivered to the address provided — which turned out to be a freight forwarder. As many of you know, once a package is handed off to a freight forwarder, sellers lose all visibility and control of the shipment beyond that point.

In this case:

The package was confirmed delivered by FedEx.

The customer still opened a claim stating "Package never showed up".

Amazon granted the claim and issued a refund — which I accepted as seller-funded.

However, I dispute the ODR impact, as all seller obligations were met and the issue occurred after delivery to a third-party freight handler.

I’ve already appealed through the normal channel explaining the situation and including proof of delivery, but the ODR impact still remains. Has anyone successfully disputed similar cases, especially involving freight forwarders?

Appreciate any insights or if an Amazon rep could help clarify how ODRs are handled in such scenarios.

Thanks,

Burcin C.

Aras Store USA