Amazon says we're over the 1% ODR, but account health shows .26% ODR?
On February 13th we received a notice from Amazon that we had exceeded the 1% ODR. Since then, our account health dashboard has only shown that we are only at a .26% ODR. I opened a case with Amazon to clarify this, and getting a straight answer out of them is near impossible. I'm waiting for clarification from them, but am hoping that a MOD can step in and take a look at our account. When inquiring about our defect rate, support gave us this confusing answer:
'We would like to inform that we have identified that your Order Defect Rate has exceeded the target rate. We advise you please avoid this messages. it will not impact your business. '
What does this mean? 'We advise you please avoid this messages. it will not impact your business.'
Amazon says we're over the 1% ODR, but account health shows .26% ODR?
On February 13th we received a notice from Amazon that we had exceeded the 1% ODR. Since then, our account health dashboard has only shown that we are only at a .26% ODR. I opened a case with Amazon to clarify this, and getting a straight answer out of them is near impossible. I'm waiting for clarification from them, but am hoping that a MOD can step in and take a look at our account. When inquiring about our defect rate, support gave us this confusing answer:
'We would like to inform that we have identified that your Order Defect Rate has exceeded the target rate. We advise you please avoid this messages. it will not impact your business. '
What does this mean? 'We advise you please avoid this messages. it will not impact your business.'
2 respostas
Stevie_Amazon
Hi there @Seller_6UnqM5af7cwSH,
I hope this finds you well!
I understand you recently received a notice in regards to your order defect rate. I would like to provide you further insight into the applicable policy and resources for you to utilize moving forward.
Amazon's order performance program policy is a transparent process for sellers where Amazon provides insight to the standards set for order fulfillment, shipping, and customer services. These are derived from order defect rate, late shipment rate, cancellation rate, and valid tracking rate.
Since then, our account health dashboard has only shown that we are only at a .26% ODR. I opened a case with Amazon to clarify this, and getting a straight answer out of them is near impossible. I'm waiting for clarification from them, but am hoping that a MOD can step in and take a look at our account. When inquiring about our defect rate, support gave us this confusing answer:
'We would like to inform that we have identified that your Order Defect Rate has exceeded the target rate. We advise you please avoid this messages. it will not impact your business. '
If your seller-fulfilled offers are at risk of deactivation, you may be eligible to take a quiz to avoid the deactivation. For eligible sellers, the option will appear in the banner at the top of your Account Health page where you will be given an opportunity to take a five-question quiz regarding the ODR policy. You have 72 hours to take the quiz. If you pass the quiz, no plan of action (POA) will be required from you, or will your listings be deactivated. We recommend that you look for and take the quiz whenever available, as this is the best way to maintain your account health.
There is communication sent any time a metric goes over the intended target. Was there previously a time when you were over the 1%? Alternatively, was there any time you were close to exceeding that target, even if it was one day? The performance notification and banner present when this occurs is designed to alert sellers such as yourself, so you can quickly address any rising issues before there is a further, bigger impact to your account and business.
What was the main reason for any A-to-Z Claims, feedback, or chargeback claims you received?
All the best,
Stevie
