72 hours to address ODR 2.44%
Hi,
Just received a call and voicemail which I assumed was a scam but after checking my account I can see I need to send an appeal.
I completely understand the need for Amazon to address my ODR but the majority of my defects are down to customer error.
I sell used products and I'm having constant returns, negative feedback and A-Z's regarding:
1) Buyer assumes item is brand new even though it's clearly listed Used, with images and description
2) Buyer assumed item comes in original box because Amazon stock image has the box, even though we detail in our description it's UNBOXED.
3) Buyers returning products and A-Z cases being opened before the return has even been returned to us
Of course I'm going to attempt to address this but I'm very annoyed that I keep receiving defects for simple buyer mistakes, and now I'm at the risk of losing my account (and livelihood) over a metric which in almost every case, is buyer error. I'm already spending a lot on returns and to have this is just mentally exhausting me.
I have a quiz to fulfil and an appeal to send back. Should I simply explain most problems are down to the buyer? I'm not sure how to address my appeal.
72 hours to address ODR 2.44%
Hi,
Just received a call and voicemail which I assumed was a scam but after checking my account I can see I need to send an appeal.
I completely understand the need for Amazon to address my ODR but the majority of my defects are down to customer error.
I sell used products and I'm having constant returns, negative feedback and A-Z's regarding:
1) Buyer assumes item is brand new even though it's clearly listed Used, with images and description
2) Buyer assumed item comes in original box because Amazon stock image has the box, even though we detail in our description it's UNBOXED.
3) Buyers returning products and A-Z cases being opened before the return has even been returned to us
Of course I'm going to attempt to address this but I'm very annoyed that I keep receiving defects for simple buyer mistakes, and now I'm at the risk of losing my account (and livelihood) over a metric which in almost every case, is buyer error. I'm already spending a lot on returns and to have this is just mentally exhausting me.
I have a quiz to fulfil and an appeal to send back. Should I simply explain most problems are down to the buyer? I'm not sure how to address my appeal.
0 Antworten
Seller_9fA2L82vl2c6V
I completed the course and received a re-activated email, although my account wasn't deactivated. I may start increasing my FBA stock to avoid this in the future.
Seller_ae51e0CJoHqCX
Yes, you need to be careful with this as Amazon is customer centric and sellers are not seen in the same regard.
Amazon do not care about customer errors or misunderstanding, the way Amazon view it is if customers are experiencing similar issues, the only way the confusion and misunderstandings can be removed is to prevent them from being sold or get you to change your ways to prevent ongoing issues.
Afterall this is what the metrics are there for. Amazon are really more suited for the retail market and maybe second hand books. I would take steps to analyse the products causing you the issue and withdraw them whilst replacing with products that you are not receiving the issues for. You need to trade your way out of the bad metrics.
Blaming these issues on the customer is not going to help you with Amazon and at the end of the day they do not care who's fault it is, they are black and white in getting you to be proactive to prevent it.
