Order defect rate because customer cancelled order?
A customer cancelled an order in October so now my Order Defect Rate is at 50%. Apparently they go by how many items you sell. I sell Christmas Carol books that I wrote so my busy season is really November- December. There's also negative feedback but I haven't seen any bad shipping reviews.
I wasn't aware of any orders in October- I'm really good about getting orders out right away. Do you know how I can fix this?
Order defect rate because customer cancelled order?
A customer cancelled an order in October so now my Order Defect Rate is at 50%. Apparently they go by how many items you sell. I sell Christmas Carol books that I wrote so my busy season is really November- December. There's also negative feedback but I haven't seen any bad shipping reviews.
I wasn't aware of any orders in October- I'm really good about getting orders out right away. Do you know how I can fix this?
28 replies
Seller_OvL8C4BJWiuS9
If a customer cancelled an order, then it doesn't affect your ODR. If you cancelled it for them, then yes, it would affect your ODR. It stays on your ODR for 60 days (rolling cycle which is behind about 2 weeks), but yes, the more you sell, the lower it goes.
Seller_4zBzdtgCyS9EI
Make sure to simply NOT cancel orders for customers. Ask them to cancel from their order page...
Seller_OajtPIBAxyp36
I just found my Feedback Manager page and saw that a customer left the following negative feedback: "My order was cancelled with no communication from the seller at all. Very disappointed."
I checked my email and I never got a notification from Amazon Sellers on the date they ordered it! I always ship books right away! I don't understand what happened here.
I replied explaining that I never received an order notification and asked them to please try again.
Has this ever happened to anyone else? :(
Seller_qJXoMTLjoHd1j
Doesn't selecting "buyer cancelled" in the bottom of each order when canceling negate it from going on your ODR?
Seller_4zBzdtgCyS9EI
you CANNOT depend on Amazon to notify you. You need to check seller central daily. It only takes 30 seconds
Seller_NrQ5SQL5FHGGn
Honestly you can't blame the customer for being upset, you need to check your account.
Troy_Amazon
Hi @Harp_Sheet_Music
I understand you dealing with a high Order Defect Rate (ODR). Because of this, you may see a banner stating "Your Account is at risk". Within that banner, you may be seeing a yellow "Submit appeal" button. If this button does populate, you will need to take action on the account by following the workflow page you will see after clicking on that button. If no such button is visible within the banner, you will not need to take any action.
The ODR metric has time window of 60 days. After this window has passed, all affected orders will fall off the downloadable report and will no longer affect the ODR at that point in time. Once these orders roll off, you will see the metric come back toward the target of 1%. Additionally, any orders fulfilled without reported customer issues will also assist with bringing the metric back to the goal as well. The final way to bring the metric back into target area would be to resolve the claims involving any of the affected orders.
If the issue is an A to Z Claim, you may dispute the claim from your account. You can do so by accessing the "A to Z Guarantee Claims" page from the Performance tab within the main menu of your account. Any negative feedback or chargebacks will also affect the ODR metric.
This is the most likely cause for the elevated ODR. Negative feedback can be removed, but only under very specific circumstances. You can find further information about feedback here. For your purposes, I would recommend ensuring you are seeing all orders to avoid this issue going forward. You have already received guidance from the community and have stated you will be checking everyday. These are great steps to ensure all orders are met. You can also utilize your handle time and order handling capacity options to better control the volume of orders you are receiving (if this is part of the issue you are facing). You can change these options from "General Shipping Settings" tab on your shipping settings page. This can be accessed from the Settings wheel located at the top right of the screen within your account.
Please feel free to reach out with any further questions or account updates, and we will assist you as best we can.
Regards,
Troy
Seller_TvaTXH61RRGLO
The customer requested cancellation on Amazon or they asked you to cancel the order? IF they asked you and you canceled the order you took the ding and there is nothing you can do about it, just pay attention next time.
Seller_8UYHnTIxJNqVK
They have to request the cancelation. Sending a message to cancel will not do. If this happens again , Ask them to cancel through the app.
Seller_CyGI7lF1437gx
Make sure the customer puts the request to cancel in through Amazon. You will see it in your unshipped orders: "Customer request to cancel." if it is not there and you cancel, you will be responsible for the bad metric, and you cannot fix it. Also keep in mind if you ever oversell and you have to cancel an order due to it being your error, and you have an order for multiples, each unit canceled is its own metric. So you have an order for 3 items, and you cancel 2, that is considered 2 cancellations, and it will impact your metrics by 2. Best to also look at your pending orders that have not been approved to see if any inventory is committed.
