My order defect rate is 5%
Hello I’ve been selling some item via fbm over Xmas. The delivery service has been shocking & they’ve lost quite a few parcels. This has led to A-Z claims against me, Which has increased my order defect rate. They currently had my payment locked so I can’t request any money, It’s a fair few of my capital as-well. Can anyone help in ways to get this sorted. Thanks
2 replies
Seller_7VbclcPFFRTnc
Unfortunately you’ll need to hope they don’t suspend you so have a POA ready
Unfortunately they may keep a reserve on your account for quite a while
Seller_LFKERFA4Bh0rH
Hello @Universal_Convenienc
Thank you for writing to us. This is Jennie from Amazon.
With the aforementioned information, I completely understand that your order defect rate got impacted due to the A-Z claims. In this case, please go to the A-Z claims and review the claims received by the customer to check what type of issues are they facing.
The order defect rate is the percentage of orders that resulted in a negative feedback, claim, or service chargeback within a set time.
As you are already aware of the root cause that is due to the delivery service, so plan strong preventive measures that you could implement to avoid negative feedbacks or claims in future from the customer which impacts your order defect rate.
As you stated that it is because of the delivery service, I would recommend you to check what was the issue with your them and if you could change the delivery service.
Please keep a check on your account health dashboard and performance notifications regularly to ensure if the account is in a healthy status or if team is requesting you to submit any information regarding the order defect rate.
You can also view the order defect rate policy : https://www.sellercentral.amazon.dev/help/hub/reference/G200285170
Hope this helps !
Regards,
Jennie.
