Seller controllable return rate (SCRR)

Seller controllable returns refer to orders that were returned by the customer or were refunded by Amazon owing to product related issues such as:

Customer receiving a defective/damaged product.
Customer faced size and fitting issues.
Quality of the product is not as per customer’s expectation.
Inaccurate and incomplete information is provided on the product detail page.

Note: Product returns due to product delivery handled by Amazon, customer change of mind are not taken into account while calculating Seller Controllable Return Rate (SCRR).

How is SCRR calculated?

SCRR is calculated in percentage, in the manner identified below:

SCRR = Number of Orders Returned (or refunded by Amazon for non-returnable items) owing to product related issues / Total Number of Shipped Orders, irrespective of delivery channel.

Example:

Number of Orders returned due to seller controllable reasons	10
Total Numbers of Shipped orders	100
Seller Controllable Return Rate	10%

Click here to view the metric on STEP dashboard.

To know more about the metric, watch the following video in English and Hindi:

To view SCRR for your listings and look at customer feedback, you can go to the Voice of The Customer (VOC) dashboard on Seller Central. To access VOC dashboard, click on ‘Voice of the Customer’ under ‘Performance Tab’ in Seller Central.

Note: High SCRR can impact your Buybox eligibility and overall visibility of your products on Amazon. These actions are taken when SCRR on your listings is significantly higher than the average SCRR of other listings in the category you sell in.

For returnable products, you can download the return reports through the following links:

Easy Ship: Click here.
Fulfillment by Amazon (FBA): Click here and select Returns in the menu located on the left hand side of the page.

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