我回应了AZ，在努力尝试帮助买家了，很显然是他自己不去联系取货啊，但我还是输了。用的是Amazon shipping,结果是卖家退款。在此之前我开了个case，
case内容：
An AtoZ Claim has been opened for INR on an order using Amazon Shipping. As per Amazon policy, Amazon handles INR claims themselves. Please remove this AtoZ claim from my account and handle it, as per Amazon Policy.
Also, tracking shows "Carrier is unable to gain access to front door to deliver the package. Please contact the carrier to resolve"
Customer made NO attempt to contact the carrier about the carriers inability to
deliver the package, as they were required to do by Amazon Policy prior to
filing an AtoZ Claim. Seller attempted to do this FOR the customer but an AtoZ
was filed.
亚马逊回复：
Thank you for contacting us.
With reference to your email, I understand that your concern is regarding the A to Z claim on Order ID --- which should be removed as per the Amazon Policy as buyer have to contact the carrier about the carriers inability to deliver the package. I really apologize for the inconvenience caused to you.
I have searched and found that as per the case situation this A to Z claim should be removed. However, please wait for the result of the A to Z investigation as the team is investigating right now and it is under review by our specialized team. If the buyer founds guilty you did not have to refund any amount to buyer . rest be assured we have already forwarded your request to the team and they will work on this expedited basis and it will be removed soon from your account. We will make sure that you should not bear any kind of loos in this transaction.
The A-to-z Guarantee Claim status on Order ID ---, is "Under Review.” Amazon Seller Guarantee is investigating this issue. You can contact seller-guarantee@amazon.com or payments-guarantee@amazon.ca if you wish to provide additional details about your side of the claim.............(etc)
说是在“under review”，亚马逊卖家保障团队在调查这个问题，然后就是一封冻结的信，因为我账户ODR过高，是的，被冻结，listing也被移除，邮件如下：
Hello,
Your order defect rate is higher than the goal of less than 1%. As a result, you may no longer sell on Amazon.com, and your listings have been removed from our site.
Please ship any open orders. If you have funds in your account, they will be available after any amounts paid for A-to-z claims or chargebacks on your orders have been deducted. This usually takes about 90 days, but funds may be held longer.
You can see your balance and settlement information in the Payments section of Seller Central. If you have questions about those, please send an email to payments-funds@amazon.com.
If you want to appeal this decision, click the Appeal button next to this message on the Performance Notifications page in Seller Central (https://sellercentral.amazon.com/gp/customer-experience/perf-notifications.html).
Sincerely,