Your account is at risk of deactivation Your Order Defect Rate is 100%; the target is 1%
HELP.
This morning I woke up to this message on the seller hub.
“ Your account is at risk of deactivation
- Your Order Defect Rate is 100%; the target is 1%.
This is regarding an order fulfilled by seller (the one and only in the last six months as I use FBA).
They left a negative feedback because of the delivery being late.
Funny enough the order has been delivered the same day the feedback has been left
I contacted the buyer few times and refunded £10 as goodwill gesture for the delay, however they don’t answer and I am guessing they are not removing the feedback.
Amazon refuses to remove the feedback as it isn’t eligible for removal.
I normally sell with FBA and this was the only FBS order and it unfortunately makes 100% negative.
What can I do?
Seller_LGcFRUwJdg45L
Hello @Carmella_s_beauty,
From your post I understand that your Order defect rate is trending at 100% for FBM orders and you want to know how this can be removed.
The order defect rate is calculated with both the FBA and FBM orders, if you combine both the orders then you will get the actual Order defect rate, if its falls below 1% there is no need to worry or else the concerned team can put your account under review if it went above the threshold of 1%.
Thank you for getting in touch, let us know if you have any further queries.
Regards,
Dhoni
10 replies
Seller_7VbclcPFFRTnc
you need to prepare a POA just in case they ask for it
are you able to do more FBM orders to dilute the percentage ? (just make sure you extend your handling times if you can’t meet the EDD)
Seller_77IcbQKVGdZo0
There is nothing you can do, you can follow the advice @The_Little_Shop has given you to try and mitigate the high ODR
II suspect you will not get deactivated for a single negative feedback especially if your account is generally of good standing. From my own experiences when I went through a rough period with ODR I was only sent performance notifications and not suspended. My ODR was not as high at 100% but was a fair way over 1% and there were several orders that impacted the ODR not just one.
Seller_gOlDFgS5Li5Jc
unlikely you will be deactivated for 1 complaint but you need to prepare a poa just in case as suggested by the little shop
1- root cause-WHY it happened
2- what you have immediately put into place
3- what you will do going forward to ensure the same thing doesent happen again
post here when you have completed it keep it short to the point with bullet points no emotional content and maybe add links to policies broken to show you have read and now understand them
you could also say you have studied seller university since and now have a much better understanding of how things work (but dont just say it i would advise studying it)
good luck
Seller_LGcFRUwJdg45L
Hello @Carmella_s_beauty,
From your post I understand that your Order defect rate is trending at 100% for FBM orders and you want to know how this can be removed.
The order defect rate is calculated with both the FBA and FBM orders, if you combine both the orders then you will get the actual Order defect rate, if its falls below 1% there is no need to worry or else the concerned team can put your account under review if it went above the threshold of 1%.
Thank you for getting in touch, let us know if you have any further queries.
Regards,
Dhoni
Seller_KjHQOlTKYaPEw
I feel your pain.
I’d only been selling on Amazon for 5 months when I got my first NEG…and as I’d only got about 20 total feedback at the time, my % went really low
It was a nail polish that arrived with the bottle broken.
So, without thinking to contact me the buyer just left a big fat negative.
Strangely, she ordered the exact same shade from me a week before and left no comment so that one was obvs intact on arrival… she must have realised surely that this sort of thing happens
Of course I replied to her comments, saying I wish she’d contacted me re the problem, I added I’d messaged her with a solution.
I offered her a refund AND a replacement I was bending over backwards to get this neg removed.
I explained I was a new seller & was keen to make amends, I asked if she;d consider revising the bad feedback on receipt of her refund.
A month later she finally replied asking for a “just” a refund
She’s got her refund but now she won;t bother to amend the feedback
I’ve just decided in the last few days I’m jumping ship (before I’m pushed due to my low VTR) so I’m not caring anymore
I do wish you luck though,. with your buyer
Seller_m9cozrMuSqF6W
Hi Carmella_s_beauty
I have the same message on my dashboard this morning. A customer didn’t look at the product properly and left negative feedback in January. I replied to her message and asked her to have a second look. Then she messaged me she can see what she was looking for. The negative feedback stays. I couldn’t get SS to remove the negative feedback.
Your account is at risk of deactivation Your Order Defect Rate is 100%; the target is 1%
HELP.
This morning I woke up to this message on the seller hub.
“ Your account is at risk of deactivation
- Your Order Defect Rate is 100%; the target is 1%.
This is regarding an order fulfilled by seller (the one and only in the last six months as I use FBA).
They left a negative feedback because of the delivery being late.
Funny enough the order has been delivered the same day the feedback has been left
I contacted the buyer few times and refunded £10 as goodwill gesture for the delay, however they don’t answer and I am guessing they are not removing the feedback.
Amazon refuses to remove the feedback as it isn’t eligible for removal.
I normally sell with FBA and this was the only FBS order and it unfortunately makes 100% negative.
What can I do?
Your account is at risk of deactivation Your Order Defect Rate is 100%; the target is 1%
HELP.
This morning I woke up to this message on the seller hub.
“ Your account is at risk of deactivation
- Your Order Defect Rate is 100%; the target is 1%.
This is regarding an order fulfilled by seller (the one and only in the last six months as I use FBA).
They left a negative feedback because of the delivery being late.
Funny enough the order has been delivered the same day the feedback has been left
I contacted the buyer few times and refunded £10 as goodwill gesture for the delay, however they don’t answer and I am guessing they are not removing the feedback.
Amazon refuses to remove the feedback as it isn’t eligible for removal.
I normally sell with FBA and this was the only FBS order and it unfortunately makes 100% negative.
What can I do?
Seller_LGcFRUwJdg45L
Hello @Carmella_s_beauty,
From your post I understand that your Order defect rate is trending at 100% for FBM orders and you want to know how this can be removed.
The order defect rate is calculated with both the FBA and FBM orders, if you combine both the orders then you will get the actual Order defect rate, if its falls below 1% there is no need to worry or else the concerned team can put your account under review if it went above the threshold of 1%.
Thank you for getting in touch, let us know if you have any further queries.
Regards,
Dhoni
Seller_LGcFRUwJdg45L
Hello @Carmella_s_beauty,
From your post I understand that your Order defect rate is trending at 100% for FBM orders and you want to know how this can be removed.
The order defect rate is calculated with both the FBA and FBM orders, if you combine both the orders then you will get the actual Order defect rate, if its falls below 1% there is no need to worry or else the concerned team can put your account under review if it went above the threshold of 1%.
Thank you for getting in touch, let us know if you have any further queries.
Regards,
Dhoni
Seller_LGcFRUwJdg45L
Hello @Carmella_s_beauty,
From your post I understand that your Order defect rate is trending at 100% for FBM orders and you want to know how this can be removed.
The order defect rate is calculated with both the FBA and FBM orders, if you combine both the orders then you will get the actual Order defect rate, if its falls below 1% there is no need to worry or else the concerned team can put your account under review if it went above the threshold of 1%.
Thank you for getting in touch, let us know if you have any further queries.
Regards,
Dhoni
10 replies
10 replies
Seller_7VbclcPFFRTnc
you need to prepare a POA just in case they ask for it
are you able to do more FBM orders to dilute the percentage ? (just make sure you extend your handling times if you can’t meet the EDD)
Seller_77IcbQKVGdZo0
There is nothing you can do, you can follow the advice @The_Little_Shop has given you to try and mitigate the high ODR
II suspect you will not get deactivated for a single negative feedback especially if your account is generally of good standing. From my own experiences when I went through a rough period with ODR I was only sent performance notifications and not suspended. My ODR was not as high at 100% but was a fair way over 1% and there were several orders that impacted the ODR not just one.
Seller_gOlDFgS5Li5Jc
unlikely you will be deactivated for 1 complaint but you need to prepare a poa just in case as suggested by the little shop
1- root cause-WHY it happened
2- what you have immediately put into place
3- what you will do going forward to ensure the same thing doesent happen again
post here when you have completed it keep it short to the point with bullet points no emotional content and maybe add links to policies broken to show you have read and now understand them
you could also say you have studied seller university since and now have a much better understanding of how things work (but dont just say it i would advise studying it)
good luck
Seller_LGcFRUwJdg45L
Hello @Carmella_s_beauty,
From your post I understand that your Order defect rate is trending at 100% for FBM orders and you want to know how this can be removed.
The order defect rate is calculated with both the FBA and FBM orders, if you combine both the orders then you will get the actual Order defect rate, if its falls below 1% there is no need to worry or else the concerned team can put your account under review if it went above the threshold of 1%.
Thank you for getting in touch, let us know if you have any further queries.
Regards,
Dhoni
Seller_KjHQOlTKYaPEw
I feel your pain.
I’d only been selling on Amazon for 5 months when I got my first NEG…and as I’d only got about 20 total feedback at the time, my % went really low
It was a nail polish that arrived with the bottle broken.
So, without thinking to contact me the buyer just left a big fat negative.
Strangely, she ordered the exact same shade from me a week before and left no comment so that one was obvs intact on arrival… she must have realised surely that this sort of thing happens
Of course I replied to her comments, saying I wish she’d contacted me re the problem, I added I’d messaged her with a solution.
I offered her a refund AND a replacement I was bending over backwards to get this neg removed.
I explained I was a new seller & was keen to make amends, I asked if she;d consider revising the bad feedback on receipt of her refund.
A month later she finally replied asking for a “just” a refund
She’s got her refund but now she won;t bother to amend the feedback
I’ve just decided in the last few days I’m jumping ship (before I’m pushed due to my low VTR) so I’m not caring anymore
I do wish you luck though,. with your buyer
Seller_m9cozrMuSqF6W
Hi Carmella_s_beauty
I have the same message on my dashboard this morning. A customer didn’t look at the product properly and left negative feedback in January. I replied to her message and asked her to have a second look. Then she messaged me she can see what she was looking for. The negative feedback stays. I couldn’t get SS to remove the negative feedback.
Seller_7VbclcPFFRTnc
you need to prepare a POA just in case they ask for it
are you able to do more FBM orders to dilute the percentage ? (just make sure you extend your handling times if you can’t meet the EDD)
Seller_7VbclcPFFRTnc
you need to prepare a POA just in case they ask for it
are you able to do more FBM orders to dilute the percentage ? (just make sure you extend your handling times if you can’t meet the EDD)
Seller_77IcbQKVGdZo0
There is nothing you can do, you can follow the advice @The_Little_Shop has given you to try and mitigate the high ODR
II suspect you will not get deactivated for a single negative feedback especially if your account is generally of good standing. From my own experiences when I went through a rough period with ODR I was only sent performance notifications and not suspended. My ODR was not as high at 100% but was a fair way over 1% and there were several orders that impacted the ODR not just one.
Seller_77IcbQKVGdZo0
There is nothing you can do, you can follow the advice @The_Little_Shop has given you to try and mitigate the high ODR
II suspect you will not get deactivated for a single negative feedback especially if your account is generally of good standing. From my own experiences when I went through a rough period with ODR I was only sent performance notifications and not suspended. My ODR was not as high at 100% but was a fair way over 1% and there were several orders that impacted the ODR not just one.
Seller_gOlDFgS5Li5Jc
unlikely you will be deactivated for 1 complaint but you need to prepare a poa just in case as suggested by the little shop
1- root cause-WHY it happened
2- what you have immediately put into place
3- what you will do going forward to ensure the same thing doesent happen again
post here when you have completed it keep it short to the point with bullet points no emotional content and maybe add links to policies broken to show you have read and now understand them
you could also say you have studied seller university since and now have a much better understanding of how things work (but dont just say it i would advise studying it)
good luck
Seller_gOlDFgS5Li5Jc
unlikely you will be deactivated for 1 complaint but you need to prepare a poa just in case as suggested by the little shop
1- root cause-WHY it happened
2- what you have immediately put into place
3- what you will do going forward to ensure the same thing doesent happen again
post here when you have completed it keep it short to the point with bullet points no emotional content and maybe add links to policies broken to show you have read and now understand them
you could also say you have studied seller university since and now have a much better understanding of how things work (but dont just say it i would advise studying it)
good luck
Seller_LGcFRUwJdg45L
Hello @Carmella_s_beauty,
From your post I understand that your Order defect rate is trending at 100% for FBM orders and you want to know how this can be removed.
The order defect rate is calculated with both the FBA and FBM orders, if you combine both the orders then you will get the actual Order defect rate, if its falls below 1% there is no need to worry or else the concerned team can put your account under review if it went above the threshold of 1%.
Thank you for getting in touch, let us know if you have any further queries.
Regards,
Dhoni
Seller_LGcFRUwJdg45L
Hello @Carmella_s_beauty,
From your post I understand that your Order defect rate is trending at 100% for FBM orders and you want to know how this can be removed.
The order defect rate is calculated with both the FBA and FBM orders, if you combine both the orders then you will get the actual Order defect rate, if its falls below 1% there is no need to worry or else the concerned team can put your account under review if it went above the threshold of 1%.
Thank you for getting in touch, let us know if you have any further queries.
Regards,
Dhoni
Seller_KjHQOlTKYaPEw
I feel your pain.
I’d only been selling on Amazon for 5 months when I got my first NEG…and as I’d only got about 20 total feedback at the time, my % went really low
It was a nail polish that arrived with the bottle broken.
So, without thinking to contact me the buyer just left a big fat negative.
Strangely, she ordered the exact same shade from me a week before and left no comment so that one was obvs intact on arrival… she must have realised surely that this sort of thing happens
Of course I replied to her comments, saying I wish she’d contacted me re the problem, I added I’d messaged her with a solution.
I offered her a refund AND a replacement I was bending over backwards to get this neg removed.
I explained I was a new seller & was keen to make amends, I asked if she;d consider revising the bad feedback on receipt of her refund.
A month later she finally replied asking for a “just” a refund
She’s got her refund but now she won;t bother to amend the feedback
I’ve just decided in the last few days I’m jumping ship (before I’m pushed due to my low VTR) so I’m not caring anymore
I do wish you luck though,. with your buyer
Seller_KjHQOlTKYaPEw
I feel your pain.
I’d only been selling on Amazon for 5 months when I got my first NEG…and as I’d only got about 20 total feedback at the time, my % went really low
It was a nail polish that arrived with the bottle broken.
So, without thinking to contact me the buyer just left a big fat negative.
Strangely, she ordered the exact same shade from me a week before and left no comment so that one was obvs intact on arrival… she must have realised surely that this sort of thing happens
Of course I replied to her comments, saying I wish she’d contacted me re the problem, I added I’d messaged her with a solution.
I offered her a refund AND a replacement I was bending over backwards to get this neg removed.
I explained I was a new seller & was keen to make amends, I asked if she;d consider revising the bad feedback on receipt of her refund.
A month later she finally replied asking for a “just” a refund
She’s got her refund but now she won;t bother to amend the feedback
I’ve just decided in the last few days I’m jumping ship (before I’m pushed due to my low VTR) so I’m not caring anymore
I do wish you luck though,. with your buyer
Seller_m9cozrMuSqF6W
Hi Carmella_s_beauty
I have the same message on my dashboard this morning. A customer didn’t look at the product properly and left negative feedback in January. I replied to her message and asked her to have a second look. Then she messaged me she can see what she was looking for. The negative feedback stays. I couldn’t get SS to remove the negative feedback.
Seller_m9cozrMuSqF6W
Hi Carmella_s_beauty
I have the same message on my dashboard this morning. A customer didn’t look at the product properly and left negative feedback in January. I replied to her message and asked her to have a second look. Then she messaged me she can see what she was looking for. The negative feedback stays. I couldn’t get SS to remove the negative feedback.
