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Messages: Preventable contact rate and Buyer dissatisfaction rate
This is more of a rant, but my Preventable Contact Rate and Buyer Dissatisfaction Rate are skyrocketing.
This is because of Amazon's "Your item may be lost" emails.
These emails encourage people who did recieve the items to get in touch to try and get a freebie, increasing my Preventable Contact Rate. And when I show them the proof that the items were delivered, they mark the conversation as "Not resolved" which goes against the Buyer Dissatisfaction Rate. Please note that none pursue it once presented with the evidence.
I'd tag a mod, but is there any point?
EDIT: And to add salt to the wound, I've just had an Item Not Received claim from two and a half years ago, on which I'm certain to lose an A-Z.
If a mod does see this, Order 203-5822312-2813944 shipped 24-Sep-2023 16:05 GMT.
0 replies
Seller_k2X0L9mVRT0pW
A mid won’t see this unless you tag them in
Seller_ZQyopdiwkUHOZ
They can't make an A-to-Z claim for an order that far back. There is a window of time after the order's last promised delivery date that an A-to-z can be opened.
There have been instances in which Amazon's customer service agents have been able to do so on a buyer's behalf, but they are extremely rare. I doubt you have anything to worry about with that 2 year old order.
Seller_76AUwmqvSyRIM
"Preventable contact rate"
FGS, is this yet another metric that I am not aware of?
Seller_d8YGbIjNqwFxn
Do these metrics actually have any impact on your account though? Are there any penalties for not meeting them?
Assuming they don't then I wouldn't worry about it.
I don't believe I have this metric on my account though. It maybe something they haven't rolled out to everyone at this point.
Seller_540qgZMXuuXdD
It doesn't seem to have had any impact yet! It might only be a matter of time before Amazon roll it out.
I just find it ludicrous that it's affected by those emails. The messages are preventable - Amazon, stop sending those "you're item may be lost" emails.
Seller_540qgZMXuuXdD
Actually, I am going to tag mods into this thread.
@Spencer_Amazon @Ezra_Amazon
The Preventable Contact Rate and Buyer Dissatisfaction Rate are skyrocketing because of Amazon's "Your item might be lost" emails.
Today, I spent over an hour dealing with Amazon customers who demanded a refund where no refund should be due.
Seller_KJmU5xliSK0Bl
I am the same my contactable rate is too high, I like to give messages personally instead of templates, it's more of a human thing and stops the customer from getting irate. I totally agree on the item maybe lost messages from Amazon, when they are delivered and tracked by Royal Mail. I have lost out on 2 items which showed as delivered with a GPS co-ordinate, however another was given in my favour with the same info given as defence. Please Please stop the item may be lost Amazon, this is the cause for the contact rate.
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