Store at Risk - Account health

Countries

Read only
Australia
Belgium
Brazil
Canada
Egypt
France
Germany
India
Italy
Japan
Mexico
Netherlands
Poland
Saudi Arabia
Singapore
Spain
Sweden
Turkey
United Arab Emirates
United Kingdom
United States
United Kingdom
imgSign in
user profile
Seller_oX9PvPFynFCAf

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?

35 views
5 replies
Tags:Account Health
00
Reply
5 replies
user profile
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?

00
user profile
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

00
Follow this discussion to be notified of new activity