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Nowadays, A third-party seller will lose buy box for a long time due to A to Z claims
If you are a third-party new seller, it is not easy for you to start selling products normally. If one or two orders are submitted A to Z claims by customers and granted Yes by Amazon, it means you will have to go through a long process of losing your buy box without any appeal channels. You will loss buy box if the A-to-z Guarantee claims rate above 0.5%,It means that if you sell 200 orders and one order is in dispute, The claim be granted yes,then you have to prepare for the loss of your buy box. So, when the customer finds you, you should refund them without any reason, even if the order is over $1000.Other wise,if you refunded after the claim be submitted,The claim would be granted yes and counted the claim to your ODR,because you refunded to customer after the claim submitted.Their behavior is to help customers obtain free products,Not only did you lose the order payment, but your account performance also added an Order defect.It's useless for you to keep explaining the reasons and appeal the claim. They have a fixed and rigid rule to review it.If you ask help to seller support,you will get an Template reply or never reply,For example the case ID 15524561851,15530291801.
Order Defect Rate 0.9% Target: under 1%
Order Defect Rate consists of three different metrics:
Negative feedback 0.3% A-to-z Guarantee claims 0.6% Chargeback claims 0%
You can see that our ODR is at the 1% target, but it doesn't work. They seem to have a default rule that if your A to Z claims exceed 0.5%, you will lose your buy box.
7 replies
Roberto_Amazon
Hello! @Seller_hoW4Z0yHvi60g
Thank you for using the Forums. I acknowledge that not keeping the buy box is difficult to handle. There are a number of factors that can influence the buy box, ODR being an important metric that is taken into consideration.
ODR along with other metrics will be part of the buy box eligibility as outlined below, our Support teams do not have the influence to change how the buy box is selected nor do we have additional insights on why you are not winning it:
How do I become eligible for the Featured Offer?
Thank you for your understanding,
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