CX rating very poor
Why does a return affect our CX rating? The most returns are for items that do not fit. Also some are for the wrong item sent (FBA) or item broken and returned. The solution Amazon gives is to edit the listing description. Well we are unable to edit the listing. We did not create the original listing. Some items were sent FBA. Why is the account affected when it is beyond our control?
CX rating very poor
Why does a return affect our CX rating? The most returns are for items that do not fit. Also some are for the wrong item sent (FBA) or item broken and returned. The solution Amazon gives is to edit the listing description. Well we are unable to edit the listing. We did not create the original listing. Some items were sent FBA. Why is the account affected when it is beyond our control?
0 replies
Madeline_AMZ_481
Hi @Seller_6S387YeuyeC81
This is Madeline from Amazon to provide more support on your end.
Understand your frustration regarding how returns can impact your CX rating.
The suggestion to edit the listing description can be tricky when you didn't create the original listing, and for FBA items, this can be even more complex.
For further communication, you may create a case with reach out to our Amazon associate for assistance. Explain the situation and let them know that you are unable to edit the listing description since you didn't create the original listing. They may be able to guide you on how to address this specific issue.
For items sent through FBA, consider creating a case with FBA support. They have expertise in managing inventory and can help you understand any discrepancies related to the wrong items sent or item damage during shipping. They may also be able to assist in resolving these issues.
We encourage you to refer to the Selling policies and seller Track and reconcile shipmentsfor more understanding.
It's important to note that while some aspects may be beyond your control, maintaining a high level of customer satisfaction remains essential. By actively addressing issues and working with Amazon's support channels, you can mitigate the impact of returns on your seller account. Keep a close eye on your seller metrics, especially your CX rating. Continuously strive to provide excellent customer service, as positive interactions can help offset the impact of returns.
Please feel free to reply to this post if you have any further doubts or questions. We're here to welcome sellers like you and provide assistance whenever needed.
We hope the above information is helpful, thank you!
Thank you,
Madeline
