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Order defect rate
The order defect rate is 2%, and I face the risk of account deactivation. How can I reduce this order defect rate? Will it automatically recover after a while?
2 replies
Seller_qTJiCxRI8PpIZ
Double-check your stock to make sure you still have all of your products. Make sure that you are checking your orders several times a day and sending everything out on time. The best thing you can do is make sure there are no issues with every order you send out from here on out. Depending on your sales volume it will fall off before too long.
Stevie_Amazon
Greetings @Seller_JfoNDs72inwqy,
I hope this finds you well. Thank you for your patience as the moderating team and I work to respond to you here.
I would like to provide you insight into the order defect rate and order performance program policy as well as provide you with a few resources to utilize as you work to prevent the same types of issues moving forward.
The order defect rate is calculated based on the number of A-to-Z guarantee claims, negative seller feedback, and chargeback claims received within a 60-day time period. This particular measurement was developed and implemented in order to help sellers monitor their customer service performance, amongst other aspects of their business. Amazon expects all sellers to maintain an order defect rate of under 1% at all times.
"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."
What was the reason for any of the complaints received? For example, if there was an A-to-Z guarantee claim made by your customer, what was the reason chosen for that claim?
Please feel free to reply here with more details and we can work with you to put a plan in place where need be, as the community and I are here to support you!
Also, thank you kindly to @Seller_qTJiCxRI8PpIZ for engaging here! You are greatly appreciated.
All the best,
Stevie.
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