Order defect rate, A-to-Z claims and buying shipping services from Amazon
Hello, not too long ago my order defect rate went over 1% and my account was suspended. In my appeal I promised in future I would buy shipping services (mostly they are large letter rate packages). This was because I read the ODR policy where it says
The following types of claims do not impact your ODR:
-Claims with the reason “Item not received” on orders that you shipped with Amazon Buy Shipping Services
I received an a-to-z claim a week ago with no prior communication from the customer stating their order wasn’t received. It was, as expected, granted to the customer. I would have refunded if the customer contacted me anyway.
Now it’s showing on our order defect rate and once again the ODR is over 1%.
Is this normal? will it really count? if so why? what can I do?
Any advice will be appreciated. I tried to search for similar problems but couldn’t find any but im sure some of you have already been through this.
have contacted amazon help but I really doubt they will give a proper answer because they usually don’t.
The last time i thought i would be clever and contact seller-performance team and they suspended the account in response…and it was all bot replies anyway.
Another issue, i’ve used Royal mail signed for a few times as extra precaution when i’ve spotted apartment addresses. Only to have a customer complain via email because a signature would be required and they wouldn’t be home to sign for it or collect from a busy post office.
0 replies
Seller_zBcK3LwCAtBeW
Thank you for replying. No it was for Royal mail standard post, large letter rate. The ODR page does not mention tracking. With tracking, the claim would not be granted at all. Without it, the customer is refunded however it still shouldn’t affect the ODR.
Seller_KKcTTZzy6Jd6Q
For anything regarding metrics seller support can’t help you, you either have to get lucky and end up talking to a member of the performance team that’s doing standard support at the time, wait for seller support to forward your email or you have to contact seller performance directly.
seller-performance@amazon.co.uk
They generally respond quickly, you need to send the email from your main Amazon account email address.
Generally
One issue is that they don’t give priority to people that are taking pre-emptive action and then before they’ve fixed your metrics the automated systems can trigger the suspension.
It was implemented sometime around Feb this year, they announced it sometime around April.
Seller_zBcK3LwCAtBeW
So Amazon customer service called me today
Obviously from India
Just as expected the lady starts blabbering on about this whole case as if it’s about the a to z claim.
“Because you did not provide a tracking number…”
I stopped her and told her it’s not about the a to z claim. It’s about the fact I’ve used Amazon shipping services and therefore in the event of an item not received claim, it should not impact the ODR.
(Btw about the claim…the customer didn’t even message me first which is also against Amazon’s terms).
So this lady listens on and it is clear she has no idea what this means.
She told me she would get someone to look into this and sounded positive.
So now I get an email update from her and guess what it says?
“Because the claim was granted that is why it is impacted your odr”
This is beyond a joke. It is totally unjustified.
Are there any actual real people from this country who can deal with this?
