Account is at risk of deactivation
Hi
Actually today my seller account mentioned by red is at risk of deactivation, because they said the defected rat order is more than %1 , and the reason for that happened is because was 2 customer orders claimed in A-toZ , but the customer they got refund , but still affects my account health, how can I get sorted this issue?, and these issue cab affect my IPI account?
9 replies
Seller_qZO3ZCjoBXEeL
So the A-Z was awarded. They will eventually roll off. All you can do is keep selling and make sure you don’t get any more negative customer experiences.
Abella_AMZ
Hello @SEL_BOOKS_FRED,
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.
To reduce the A-Z claims always take all the precautions, proactive preventive measures.
We would request you to look at your impacted orders, try to find the reason for why the customers are raising A-Z claims and take pro active actions accordingly.
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.
Seller_ZjFxBI3V4VOU8
Hello. about my account! I did not understand why I was at such a risk. If you check my conversations with customers, I send my orders on time. I do my best to satisfy the customer. You will see that the last orders are due to the shipping company. You will see that I have sent it again and again without charge a few times for my customers to receive it. but why is my account at risk because the shipping company EVRI is making the problematic transport? Please do your checks and fix my account. THANKS
Seller_yk3kzHpjMMa4B
Hi @SEL_BOOKS_FRED
I am Mary here to assist you.
From the post above, I understand that you have concerns as your Order defect rate.
Thank you @Sequin for your inputs.
Our policy is that sellers maintain an ODR under 1% in order to sell on Amazon.
As you stated above the increase of the ODR percentage. The percentage of ODR is calculated on the basis of the number of defects to the number of orders in the last 60 days time period.
The percentage will gets reduced when you fulfill more orders.
The ODR metric will get refreshed automatically after 60 days from the date of defects.
If you need any further assistance, you can post here so that we can help you.
Regards,
Mary.
