A Successful Appeal Case for Account Suspension (High ODR）
Sellers should not underestimate the order defect rate. ODR is a very important indicator that judge whether sellers can provide a good buyer shopping experience or not. Do not exceed 1% of this index. It is very adverse for your account safety if it exceeds 1%, Amazon even audits your store or removes your sales authority at some serious circumstance.(Order defect rate is the key measure of your ability to provide a good customer experience)
The following is the seller due to the order defect rate led to the removal of account sales cases:
Recently a seller's account defect rate non-compliance is not up to standad (two A-Z claims and small amount orders, so the percentage of the two claims is 1.59%), the very next morning to work, the seller log in account, he saw there are three messages, including a message that to remove his the sales authority.
After eighty mail communication, Amazon audit team finally restored his sales authority. He come up with the last one to share with my us.
First of all, tell Amazon which order in your account's performance does not meet the satandard, and apologize for this:
Recently i received 2 buyers' complaints about have not received their orders (Order ID : and ), and we confirmed shipment of an order (Order ID: ) before actually sending it. Both of these cause my account performance does not reach Amazon standards. I sincerely feel sorry about it.
2. Analyze the causes for the problem.
I believe there are two main reasons cause this happened:
①. As for confirmed shipment of an order before actually sending it. We have no stock in our office when buyer place an order, but we must confirm shipment within 2 days (valid time), it cause we fill in the Tracking number to confirm shipments before sending orders.
②4. The last point is how to operate their own account, to write a better plan.. As for buyers have not received their orders. it is because we choose a poor logistics partner, they couldn't update tracking information in time. Second, we confirm shipments before sending orders, so it will delay some days to arrive at buyers.
Next is the most important point, the action plan for the problem. Be sure to express your determination and what to do afterwards.
Personally think the best word to use here is "dacide", of course, only personal opinion, after all, may have a better way of expression.
In short, do everything possible to allow the Amazon team to see your sincerity and determination, impress them.
Plan of Action:
3.We are taking the following steps to improve our performance:
①. We decide to ready some stocks in our office, it will help us send orders in time and confirm shipments when we really sending them. then urgent our express partner to update tracking information in time to solve confirmed shipment of an order before actually sending it.
②. We decide to choose a reliable shipping method which can suitable sending to USA(ePacket and FEDEX), not only the speed but valid tracking is priority to help buyers have a good experience of shopping in our store. also if buyer couldn't received item within valid time, we will contact them and send item to buyer again by FREE.
In a words, we promise will not appear these complains in future and decide to try our best to make buyers feel satisfied during shopping.
4. The last point is how to operate their own account, to write a better plan.
Besides, we decide to arrange and complete listing(including expend shipment time and shipment method), also i have some new plans to operation my store, i want to change shipment method become FBA, in order to improve Customer shopping experience.