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Order Defect Rate
Hello Amazon Account Health Team,
On June 21, 2024, my account was suspended due to verification. After my account was suspended, I received complaints on eight of my orders. However, since my account was closed, I didn't have the chance to communicate with my customers. During this period, we requested full refunds for all A-to-Z guaranteed orders and contacted the A-to-Z Support Team.
However, since my account was closed for a month, my customers did not respond to our messages. As a result, the Order Defect Rate (ODR) has continuously increased, and I have been unable to stop this due to the suspension.
I kindly request that you address this issue and help restore my account to its previous state. I would like to reactivate my account and resolve this issue by communicating with my customers.
Thank you in advance for your assistance.
5 replies
Seller_OvL8C4BJWiuS9
You are responsible for your account and its reactivation. Post the notice you received in reference to the reason for deactivation.
LeviDylan_Amazon
Hello @Seller_N2zfBCmuR6J5E,
Thank you for posting here on the Forums.
I see that since your account deactivation your ODR has increased due to multiple A to z claims and you would like some guidance on how to get this resolved.
Since you mentioned that your account is now reactivated, the ODR will be calculating how many orders with defects out of the total number of orders in a 60 day time window. The goal metric for ODR is under 1%. The time window is a rolling time frame that increases by one day each day. I suggest to download you ODR report to learn which days the defects occurred. Once the defect date falls out of the time window it will no longer affect your ODR metric.
Do you have an at-risk banner for ODR at the top of your account health page? If so, do you see a submit appeal button? If there is an appeal button you must take action in the next 72 hours or your account may be deactivated. If you do not see an appeal button in the banner, this is a warning and you are not required to take any action at this time, however, I do suggest to monitor your account daily until the at-risk banner has been removed.
I suggest to review the following resources about this topic for clarity...
-Order Defect Rate (ODR) overview
Once you have reviewed the information and questions above, please respond here for further guidance. The Forums community and I are here to support you.
Wishing you the best,
LeviDylan
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