Order defect rate based on 1 negative feedback
Hello,
Would appreciate advise on the following query.
I am a low volume seller, despite this, ive been successful with a couple of items.
I have received ONE defect rate, due to negative feedback (which is down to amazon incorrect listing of product im selling) and this has put my account to risk.
I’ve sold this item with success for over a year, and have received no feedback about listing error before. A customer made me aware that the listing did not say 1 but 3 items for the price set, which was something I did not change. They still went on to give bad feedback based on this, which is a bit vindictive (!)
Contacted amazon about this and I’m still waiting for clarification and for this to be rectified.
That aside, my customers have not complained about my service, I’ve received 1 direct message about delivery, which was resolved. 1 old public feedback which amazon will not remove but seem to be using to calculate odr metric
The message in the banner on my seller page suggests ‘Eligible’ users can take a quiz but I cannot see where to find such quiz?
How can 1 order out of 8 in the last 60 days affect odr to 12.5%, it’s an unfair calculation imho.
HOW CAN THIS BE Rectified & removeD?
Additionally, how do we encourage customers to leave positive feedback? Items delivered on time, no complaints. Only this 1 complaint about a listing I have no control over??
10 replies
Seller_7VbclcPFFRTnc
Have you tried getting it removed based on it being a product review ?
Additionally, have you removed your offer on the listing ?
Seller_esvgLzKXw2YAl
I hate to point out the obvious here, but it’s not down to Amazon incorrectly listing a product your selling. The responsibility is on yourself, to ensure that the listing matches what you are selling.
Listings can and do get changed and you have to be alert to this.
There is software that can do this for you.
However, whether or not you can get feedback removed, depends very much on exactly what the feedback states. If you have requested removal and appealed it, then there is very little that you can do about it.
Your only way past this, is to sell more items and get more positive feedback.
Seller_rGtEcZnu0JTRD
Because 1 order out of 8 is 12.5% of your total orders over that period, therefore 12.5% of your orders have a defect. I doubt your acount will be suspended though for 1 bad order, especially if you have removed yourself from the listing. This is a good reason to ensure you have several different products to sell, all the time you are doing such a small level of order, the chance of this happening is going to be high.
Another tip - before you list any item against an existing listing, read the listing and check the details, once you are happy the listing is correct, read it again to make sure before listing the item. Whilst you may not be the author of the listing, you are still resonsible as you chose to list against it, and Amazon will never accept “I did not write the listing” as an excuse should you ever need to appeal anything listing related.
