"Account at risk of deactivation" - and now i'm worried, help, please
Hi all,
I’m a fairly new seller - less than three months- and this morning I have received a notification on my app (which is still placed at the top of the home screen on) that my account is at risk of deactivation.
Quick background summary:
Two weeks ago I was traveling between multiple countries, and during this period somebody requested a refund for an item I had sold them some weeks prior. I didn’t action it for a few days because I could not (travel). The refund request was escalated to A to Z, and the outcome was my Order Defect Score was effected. This is the first and only time this has happened during my time on Amazon, I have had about 50 sales.
My question is, what do i do now? Is this just a warning for me to take notice of and be “better” moving forward, or do I need to do something to fix the issue? There doesn’t appear to be any clear communication from Amazon.
I hate to sound like a moaner, but it all seems a bit heavy handed. I processed a refund immediately (once I could), yet I seem to be getting a bit of grief.
Thanks all
8 replies
Seller_WAakuoXYnCguy
The % will go down if you increase your sales. If you reach 101 sales % will be under 1% and the notification will disappear.
If you have only 1 warning I dont think that Amazon will take any actions but be careful from now.
Seller_WAakuoXYnCguy
About your closed A-z case I dont think there is anything you can do. Its your fault you didnt react on time.
Seller_EJIX7rqDNQJi2
Don’t worry about this as you will not get suspended over a one time occurrence of your metrics exceeding the minimum performance targets.
You are correct, the “At risk” account status is just a warning to give you a heads up and as long as no additional defects are received, the notice will disappear after a few days.
Just keep processing orders and carefully monitor your account so that the metrics improve.
Seller_iNxbCx2Ukf22y
Hi @James_Wharton_ltd,
As @Kika mentioned, one occurrence does not necessarily mean account deactivation. At the same time, you should look at all of the reasons the return request was filed, and make sure to improve on any missteps that could have occurred in your current business methods.
It looks as if the inactivity led to the claim being filed against you. It is an Amazon policy to respond to buyers within 24 hours. Are there any measures you can put into place to ensure communication to your buyers if you happen to be traveling again?
Please update this topic with any further details or updates along the way as we are here to help you!
Best,
Arthur
Seller_Rbimzf3jxCmwV
Hi
I have received this notice too. So I’ve been free of fault on my account health. Been trading for 2 and half years. Some one complained about a defect and my percentage went up to 1.98%. It has gone up to 2% today. I have had 50 sales in the last month therefore I would suppose. The thing is what the buyer said was absolutely incorrect. She claimed I had not offered a refund and refused to allow her to send it back. What actually happened was that I said I would appreciate it if she sent it back from france the cheapest possible rate. the woman then informed me that she had given the item to a friend!
The messages clearly show I was asking for her to return it and she would get a full refund. It just seems so unfair that purchasers can affect your rate even when they tell porkies.
I am relieved that this is a kind of warning. It’s my first warning
thanks
AI
