Order Defect rate
someone left me a bad review that really was not even legit saying "i paid over retail price for this doll" which resulted in my order defect rate going above 1 percent. i dont have much time to sale right now so that number just keeps going up its now at 4.17. is there anything i can do? everytime i call they basically just tell me not to worry. i read online there is a quiz i can take to help but i do not see this as an option
1 reply
LeviDylan_Amazon
Hello @Seller_qtur8QQn8E8d3,
Thank you for posting questions about your account, here on the Forums.
I see that your order defect rate (ODR) has gone over target and you have questions about how to address this.
Now when it come to your ODR, all seller must maintain under 1% to meet customers' expectations. The metric is calculated on a 60 day time window located on the right side of your order defect rate page. That is a rolling time frame that moves forward 1 day, each day and once the defect falls out of the time window, it will no longer affect your ODR metric.
You mentioned that the defect was related to a negative feedback. If you received negative feedback from a buyer, we recommend that you try to identify what caused the negative experience and work with the buyer to resolve the problem. Have you reached out to the buyer regarding the negative feedback as of yet? After resolving their concerns, you can ask them to update the negative feedback or remove it from the website. Remember that pressuring or incentivizing a buyer to remove or modify negative feedback is a violation of our policies.
In the at-risk banner at the top of your account health page, do you see a "submit appeal button" on the right hand side? If not, the at-risk banner is a warning and there is no required action from you at this time. However, I do suggest to monitor your account daily in case the is a request for more information. If you do see a "submit appeal" button in the at-risk banner, you will be required to either complete a quiz or questionnaire within 72 hours or your account will be deactivated.
I look forward to learning more. Once you have reviewed the information and questions above, please feel free to respond here. The Forums community and I are here to support you.
Wishing you the best,
LeviDylan
