Order defect rate ruined my business
I've had a smooth sailing experience with my orders until recently, when a customer claimed to have received the wrong size. However, I double-checked and confirmed that I sent the correct size as specified in their order, so the customer is incorrect and lying. This single complaint unfortunately pushed my order defect rate above 1%, resulting in the loss of the buy box, which has now completely stalled my sales. I've reached out to Amazon's account health support for assistance, but the responses have been unhelpful. Their automated system simply rejects my requests, and the only advice I receive is to "sell more" to improve my defect rate. Ironically, I can't make sales without the buy box. It's incredibly frustrating not to receive a concrete solution to this issue, and it feels quite disheartening.
Any advice?
Order defect rate ruined my business
I've had a smooth sailing experience with my orders until recently, when a customer claimed to have received the wrong size. However, I double-checked and confirmed that I sent the correct size as specified in their order, so the customer is incorrect and lying. This single complaint unfortunately pushed my order defect rate above 1%, resulting in the loss of the buy box, which has now completely stalled my sales. I've reached out to Amazon's account health support for assistance, but the responses have been unhelpful. Their automated system simply rejects my requests, and the only advice I receive is to "sell more" to improve my defect rate. Ironically, I can't make sales without the buy box. It's incredibly frustrating not to receive a concrete solution to this issue, and it feels quite disheartening.
Any advice?
3 replies
Seller_OvL8C4BJWiuS9
Unfortunately, the answer is to sell more. That is the only way the number will go down.
Seller_Hi7wbO2Kbo6bl
That's a wrong attitude -- you cannot be certain of that. Maintaining that sort of attitude will reflect in your communications and actions.
I have received a top -- raspberry color ordered; raspberry color stated on bag -- which was a clear bag -- so it was easy to see the turquoise color.
By your mind frame, I have to be lying.
Cade_Amazon
Hello @Seller_D1k5x2TNPp26K,
Thank you for utilizing the seller forums. I hope all is well.
Based off of the information you have provided, I see that your order defect rate is above the 1% due to a customer claim and resulting in losing the buy box. I see that the community has provided guidance, but I wanted to reach out as well.
Per our order performance program policy, ODR is affected by negative feedback, a to z claims, and chargeback claims on all orders during a 60-day time frame. And all sellers must maintain an ODR under 1% or it may result loss or restriction of selling privileges.
Has the customer put in a negative feedback, a to z claim or a chargeback claim? The reason I ask this is because depending on the defect, you may be able to request a feedback removal or appeal the a to z claim and chargeback claims. Have you tried one of these options? As @Seller_OvL8C4BJWiuS9 has mentioned,
In order for your ODR numbers to go down, you will have to make more sales or wait for the 60-day time window to pass as well.
So we can offer the best guidance about the buy box, I will be transferring your information to a community manager. This way, you will be provided the best support available.
I would like to thank @Seller_OvL8C4BJWiuS9 and @Seller_Hi7wbO2Kbo6bl for their assistance and engagement in this thread.
If you have additional question or concerns, please let us know in this thread.
Best wishes,
Cade
