Store at Risk - Account health
We don't sell a lot of stuff, usually 15-30 items a month.
One item was lost in shipping, the buyer opened a case and all of a sudden our store is at "risk" with a "5%" defect rate.
How worried should I be?
Store at Risk - Account health
We don't sell a lot of stuff, usually 15-30 items a month.
One item was lost in shipping, the buyer opened a case and all of a sudden our store is at "risk" with a "5%" defect rate.
How worried should I be?
5 replies
Seller_IQo80d99W2DzP
I would be very concerned if that is 5% overall for say A-Z, but not if just 5% this week/month.
Did you use Buy Shipping?
What is the 5% defect, as A-Z Claim, or just 5% late delivery?
Sakura_Amazon_
Hello @Seller_oX9PvPFynFCAf,
@Seller_IQo80d99W2DzP shared a lot of helpful information here.
It's better to act proactively right now to decrease the chances of receiving more A- Z claims.
First, it's important to understand the root cause of the issue:
- Did you contact your carrier?
- Did they give you some explanation for why the package is still in transit?
- Did they fix the issue?
- Do they have some solutions for you?
Also, did you inform the buyer about the issue?
Did you propose some solutions to them?
Once you identify the root cause, you can implement preventative steps:
- What will you change to avoid this issue happening again?
- Are you going to use the same carrier or the same shipping method?
As @Seller_IQo80d99W2DzP mentioned, you can contact Seller Support to provide them with all this information.
Also, if you have a professional selling plan, you can contact Account Health Support to discuss your Order Defect Rate.
You can do it by going to Performance - > Account Health - > in the top-right corner, you should see a yellow Contact us button.
I hope it helps
Regards,
Sakura
