Order Defect Rate 2.54% for 3 orders out of 100! 2 customers already said they received and 1 never message
I am just a small business and it took me 3 months to sell 60 units and my ASIN is a very light (0.3oz) and small (price $5) product so it is actually easier to ship via USPS first class envelope as FBM. (I am also a FBA seller with complementary key product)But that means sometime things will get lost and I won't have tracking number. So I got 2 customers who didn't receive and then I sent them replacements and they both took back their A-Z claims. I have appealed but appeal team said they will keep the original claim, how unfair. Then 3rd customer never message me on anything about not receive the item and just went straight to A-Z claim. I tried to contact the customer but never got a reply. How come Amazon is so unfair to seller to a point and I felt that it is because this ASIN falls under FBM, instead of FBA.
Order Defect Rate 2.54% for 3 orders out of 100! 2 customers already said they received and 1 never message
I am just a small business and it took me 3 months to sell 60 units and my ASIN is a very light (0.3oz) and small (price $5) product so it is actually easier to ship via USPS first class envelope as FBM. (I am also a FBA seller with complementary key product)But that means sometime things will get lost and I won't have tracking number. So I got 2 customers who didn't receive and then I sent them replacements and they both took back their A-Z claims. I have appealed but appeal team said they will keep the original claim, how unfair. Then 3rd customer never message me on anything about not receive the item and just went straight to A-Z claim. I tried to contact the customer but never got a reply. How come Amazon is so unfair to seller to a point and I felt that it is because this ASIN falls under FBM, instead of FBA.
2 respuestas
Atlas_Amazon
Hello @Vitalis_Creation
Thank you for the information regarding the order defect rate. We understand the concern when the metric gets off target. As of now, have you received any kind of request for an appeal on the account health page? If you do see the banner with an ‘appeal’ button, then you will want to provide an explanation to our team that explains what occurred.
If you see the banner without the button, then it is there to inform you of the metric being off target. In this situation, there is not any additional action required. We would recommend continuing to monitor the metric. The impact you are seeing from the current claims should fall off after about 60 days from when they were first received. For more information on the order defect rate and disputing the claims, check out the provided resources.
If you have any additional questions or updates to share, continue to refer here for additional guidance.
Your friend,
Atlas
