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Order Defect Rate Issue
Greetings everyone,
On the 3rd of June, a customer opened an A to Z guarantee claim about his package. The tracking was showing the parcel was delivered 2 days before the expected delivery date. I inquired about it from the logistics company and they replied that the parcel was properly delivered to the same address which was given by the buyer. This was my first A to Z guarantee claim and I opened a case and provided all the information to the Amazon support team.
They said:
Why is this happening?
The customer reported an issue with delivery. In this case, the tracking information indicates 'delivered', but the customer did not receive the package. Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate.
I was ok with this because it didn't affect my account but today when I opened my account it said that my account is at the risk of deactivation because the ODR is 2.47 and the limit is 1. As a new seller, I don't get enough orders and it is 2.47% of my all orders. All my other matrices are perfect. Can someone please tell me how can i fix this issue? The parcel was delivered, but I lost my product which was worth 89 pounds and this is affecting my account too.
Thank You
1 reply
Sarah_Amzn
Hello @Seller_zH6p6onklwtFV,
I'm Sarah with Amazon.
Can you please share the order ID so I can take a look?
Kind regards,
Sarah.
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