As a seller on the Amazon platform,
your final goal is to get the Buy Box. It’s strict and frightening, but not at
all unfeasible to master. In order to be eligible for a Buy box, you should
follow particular necessities. One of the most vital determinants to winning
a Buy box is the Amazon Order Defect Rate (ODR). At
the similar time, as a seller on Amazon, you always require to make sure you
pay more attention to the ODR. So, let’s look at this in for additional detail.
KNOW ORDER DEFECT RATE ON AMAZON
Order Defect Rate (ODR) is one of
the most significant performances of assessment metrics. Represented as a
percentage, ODR is the calculation of how well your business answers to
customers. It is made up of the following components:
1. A-TO-Z GUARANTEE CLAIM RATE
A-to-Z claims are made by customers when
they did not obtain a package they were expecting from you. This was formed
for customers to give them confidence in the platform in the event that a
business transaction does not go as the seller assured. It also covers the
conditions in which the item arrives and the entire time of delivery.
2. NEGATIVE FEEDBACK
RATE
Your business is in
risk every time your customers express dissatisfaction. This can vary from receiving a defective item after 30 days to your
capability to offer good customer experience in terms of communication.
As a seller on
Amazon, you must always value your customer experience. Take all essential
measures to avoid negative feedback; although, if you find yourself in
circumstances where customers are not glad about your business, try even harder
to make changes.
3. SERVICE CHARGEBACK RATE
A chargeback simply refers to a
saturation in which a card user informs their bank of a fraudulent transaction
made with their card. The bank will then check into the complaint from the
customer.
If the story checks out, the buyer
will be given a complete refund and, occasionally, an extra fee. A lot of scam
artists identify this and use these chargebacks to make quick money. As a
seller, you have to decide whether you will issue a refund and fight the
claim.
WHAT HAPPENS IF YOUR ODR REACHES 1%?
Initial, you lose the Buy Box
automatically for any products, you’re liable for shipping.
Next, Amazon can suspend or
terminate your account promptly, holding payments in order to refund customers.
Suspensions take place when your
Order Defect Rate is slightly over 1%. After seller privileges are removed, you
have 17 days to answer with a plan of action to be reinstated.
But if your ODR is severely above
1%, Amazon views it as a sign that serious issues are at play — things like
extremely late deliveries and numerous cancellations, which have a direct
impact on how consumers will view the marketplace itself.
This is why instead of a temporary
suspension and appeals process, your account could be ended altogether if you
obtain 3% of ODR.
HOW CAN YOU IMPROVE YOUR ORDER
DEFECT RATE?
Primary, assess and address feedback. We strongly
suggest cautiously reading ALL A-to-z claims and customer feedback — the primary
drivers of your ODR — to discover what’s causing them. Is it late shipments,
cancellations or mismatched expectations?
If you get a recurring difficulty,
make it a top priority. The sooner you overcome any issues, the less
possibility they’ll have to impact your rating. If you sell overseas, make sure
you can translate and know all A-to-z claims and customer feedback.
From time to time, you may come
across customer feedback that comprises obscene language or personally
identifiable information. Or you might find a lost review that’s planned for
the product itself, or that addresses issues around an order fulfilled by Amazon.
In these cases, simply inquire Amazon (via Vintek system) to edit the feedback
so it won’t influence your ODR.
Next, make speedy and free shipping
a top priority. If there’s one thing that’s bound to result in negative feedback,
it’s late delivery. Whether you fulfill orders in-house or depend on
third-party logistics, take pains to guarantee minimal handling times and
trustworthy shipment tracking.
Some sellers choose to use FBA
(Fulfillment by Amazon) after an ODR-induced suspension, since it assures
Amazon’s strict necessities will be met and can help products reappear in the
Buy Box promptly. You can even use it for a small selection of your
best-selling products, for a limited time period.
Keep in brain, too, that many
customers post A-to-z claims and negative feedback in January due to late
deliveries during Christmas. Your Order Defect Rate could be well under
1% all year, and then abruptly skyrocket if you fail to plan ahead for the
end-of-year holiday rush. For this reason, it’s especially vital to optimize
your fulfillment during the holidays.
AMAZON ORDER DEFECT RATE APPEAL
Running a successful online business
can be hard occasionally, especially when you face an Amazon order defect rate
appeal. Furthermore, Amazon has created a lot of necessities for its sellers.
Therefore, you must always look for ways to make sure your ODR appeal is just
right. This can be risky, and you may require help.
This is where Vintek team of
professionals comes into the picture. Our team will provide the experts to help
you address any problem you encounter based on your order defect rate with our Amazon Appeal
Service.
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