This is a conversation between myself & an Amazon agent today regarding two A-Z claims in favour of the buyer, both had basic tracking i.e. date & time of delivery & GPS pin.
Both Orders are marked for ODR as they have A-Z claims.
The order defect rate (ODR) 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. The following are the three components of ODR:
Negative Feedback Rate
A-to-z Guarantee Claim Rate
Credit Card Chargeback Rate
Also Buying labels through Amazon Buy shipping does not prevent your Order from being marked on ODR.
Since both these Orders are marked for A-Z claims, they cannot be removed from Order defect rate.
We request your understanding on the above.
I am sure I have read somewhere that sellers ODR is not impacted when using "Buy Shipping" all of my Amazon orders have the postage bought through the buy shipping labels.
So does anyone know the truth? & if we are protected then how the hell do we get these overturned.
Thanks in Advance.
Ed
