I am a low-volume seller and with some bad luck, I got into the bad books of Amazon.
I understand that with a more than 1% ODR, my account will get suspended or terminated. But I am still within the ‘safe’ limits according to Amazon’s metrics, why are all my buy boxes gone?
On the other end, I am trying to work on those defects so that I can remove the counts from my account. But all these A-Z cases that are in my account are ‘pending’ and stay pending for weeks. Even at pending status, they are still counted in ODR. I tried to email seller support to resolve the issue, they just ask me to simply wait it out.
A-Z Case 1) Item delivered. The customer provided an incorrect address. Customers claim non-receipt. and request us to resend the order to the new address after delivery.
Status: pending 16th Aug
A-Z Case 1) Item not delivered. The customer provided an incorrect address and contact number, thus delivery cannot be completed by Fedex. Customers claim non-receipt. While I am trying to get his complete details, the customer replies with a new address without his contact number. When I asked again, he goes unresponsive and opened a claim.
Status: Appealed and pending since 13th Aug
A-Z Case 3) Customer starts a return. Customer starts A-Z after not getting a refund. A-Z awards a refund to the customer even when the customer has yet to send the return out. No shipping updates on the return tracking.
Status: Appealed and pending since 22nd July