Countries
Read only
Account Health - Your account is at risk of deactivation
Hi Everyone,
The majority of our orders are FBA, but we do have a handful every month through MFN that we ship ourselves.
We received a negative feedback (1 star) from a customer, on the day their order was dispatched, stating, "No returns option, also could not contact seller..!!"
We responded politely with "We do accept returns, which are initiated from the order page as per Amazon policy. We are also easily contactable and can confirm we haven't received any contact from yourself. In addition, you have posted this feedback before even receving the item as it was only dispatched yesterday and due for delivery tomorrow."
However, because we don't have a lot of MFN orders, and very very few leave feedback it's meant our Order Defect Rate has increased sharply to 3.7%, when it should be under 1%.
Amazon have placed a large box on our account homepage, stating that our account is at risk of deactivation. I won't go into all of the blah blah blah of why that is so unfair, as I'm sure a lot of you would also agree, but how likely is account deactivation likely to happen? It means one customer can ruin someone's Amazon business, through one unfair and unjust negative review. They never one tried contactign us, through any means, or have we ever refused a returns that's been within the returns policy.
Thanks in advance!
9 replies
Seller_ZJhFeE3tNKzfh
Going on previous threads and our own experience - unlikely that amazon will hit you for one customer. Can't say impossible obviously - but it is unlikely.
Seller_ae51e0CJoHqCX
Please check your account and see if you have account health assurance. If so then you are unlikely to see any further action unless you get hit with another. It is terrible as it leaves you on tenderhooks for about 6 weeks and you will see it everyday until the stats run out.
I had similar issues outside my home marketplace and it kind of got worse because your instinct is to do something in the sense trade your way out of it or suspend trade. Whichever way it goes it is still a gamble so you just have to be ultra carefull with non FBA orders.
As others have said, many have had them and the majority will survive. Easier said than done but try not to lose any sleep over it.
Seller_uPuf4V7GDz2aH
I had the same thing a couple of years back. It was the first and only MFN order I did at the time, and there happened to be an issue with the order. This made my defect rate 100% and the big red box came up, but as it was one order there wasn't any real risk of deactivation. Do speak to account health if you are concerned.
Seller_EkGoiphKgUnUI
Any other platform, you can be pretty certain that doing everything you can to serve customers quality products with a professional attitude, will ensure the security of your business.
Only on Amazon could the rug be pulled from beneath your feet at any moment. Could be a single brand suddenly issueing dozens of IPs at once, and your legit invoices from a reputable supplier are abreviated so Amazon claim theyre "edited"... If you have not done so already, supplement your business by selling on as many other marketplaces as you can, as one day you may need to rely on them at a time you cannot rely on Amazon.
Seller_XCEGK4W8O33Yk
Reading the thread with past experiences gives me some respite, cause I'm in the same scenario, 2 orders out of 140. Hopefully this gets resolved for us soon.
Abella_AMZ
Hello @Seller_6Shr2QtS8arzR,
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.
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 ODR above 1% may result in account deactivation.
If a customer is not fully satisfied with an order, it is highly recommended to resolve the issue directly with the customer. Resolving issues directly with the customer protects your order defect rate.
The key observation from the customer's comment is the inability to reach you, highlighting a lapse in customer service. As a seller, it is crucial to ensure prompt customer service to address any inquiries customers may have.
To reduce the negative feedback always take all the precautions, proactive preventive measures.
Also, the best thing you can do is to ensure there are no further problems nor returns on your account. Stay on the side of caution
If you need any further assistance, you can post here so that we or any of the sellers on forum can help you.
Regards,
Abella.
Similar Discussions
