Help Please - Account at risk due to ODR over 1%
Hi,
I have had one of the dreaded notifications from Amazon, I have been selling on here for 5+ years but due to all of the issues with Royal Mail pre Christmas my ODR has gone over 1%. That combined with the usual Christmas drop off of orders means the percentage is increasing daily. I have been asked for a plan to rectify it but have no idea what to say other than all the A-Z claims Amazon settled in the customers favour, nearly all received the book after the claim. Can anyone suggest what to write or help?
Thanks
Burash Ltd
4 replies
Seller_7VbclcPFFRTnc
what postage method did you use and where from? Buy shipping, post office etc ?
Abella_AMZ
Hello @Burash_Ltd,
This is Abella from Amazon and would help you with your questions.
From the post above, I understand that you have concerns as your Order defect rate has been impacted due to A-Z guarantee claims.
Thank you @The_Little_Shop for the inputs.
The Order Defect Rate is a key measure of your ability to provide a good customer experience. ODR represents the percentage of orders with one or more indicators of poor customer service during a given 60-day time period.
Our policy is that sellers maintain an ODR under 1% in order to sell on Amazon. An order defect rate above 1% may result in a restriction of your selling privileges, including suspension of seller-fulfilled offers.
As per the policies, the below types of claims impact your ODR:
-
Claims that are granted to the buyer and for which Amazon determines that you were at fault.
-
Claims for which you refunded the buyer after the claim was filed.
-
Claims for which you or Amazon cancelled the order.
While you have stated that the orders were delivered after the claims were raised by customer, have you reached out to support team by raising a case explaining the reason for delay in deliveries if not then I would recommend raising a case to Support team by clicking here.
To reduce the A-Z claims always take all the precautions, proactive preventive measures.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Regards,
Abella.
