How to decrease my order defect rate (ODR)
Hello,
I'm writing to seek assistance with a recent issue regarding negative feedback on our account.
A buyer left negative feedback because they ordered a ring without specifying the size. We tried reaching out multiple times to get the size but received no response. Since the shipping deadline approached, we had to cancel the order to maintain our account metrics. However, the buyer complained that they weren't informed or given an explanation, resulting in negative feedback.
This has affected our Order Defect Rate (ODR), which currently stands at 6.67% with only 15 orders in the last 60 days. We've tried to request feedback removal with screenshot attachment as a proof, but unfortunately, it didn't meet the guidelines for suppression. We've also attempted to contact the buyer without success.
We've exhausted various strategies like promotions, coupons, and campaigns to boost orders, but there hasn't been any improvement. We've even confirmed with the seller center that our listing is active and all settings are correct, yet our sales remain at zero and the ODR keeps increasing.
We're concerned that if this continues, our account might be deactivated. Could you please provide any suggestions or assistance to address this issue effectively?
Thanks
2 replies
Seller_0KNcMoJG4OU6A
I went and looked at your listings. I found at least one ring that lets you add to cart without choosing a size. Not sure if that one is intentional. That would be the first line of defense here... make sure someone can't cart an item without giving you the necessary info... ie. a size.
Are you saying that just this one cancellation is causing ongoing increase in your ODR? That would be because as time goes on, if you're not selling more, then your one cancelled order continues to be a higher % of orders from the last x days. That'll eventually go away if you ship more orders or reach the end of the lookback period.
We had a situation where a customer contacted us through amazon to ask for help lighting the wood wick candle they bought from us. Since they said they "couldn't get it to light" within that contact text, Amazon counted that as a defect even though it was resolved and the customer never officially complained or returned the item. We had to just wait it out.
With us low-volume sellers, there are definitely lulls... one day we get 5 or 6 orders and another we get none.
Not sure if any of that helps.