About order defect rate
Hello, our order defect rate is increasing day by day due to the negative feedback we receive. The orders in question have been delivered to our customers. We lost BUYBOX, what should we do to fix this situation, please help. @Ricardo_Amazon @Sunnie_Amazon @Lucre_Amzn
About order defect rate
Hello, our order defect rate is increasing day by day due to the negative feedback we receive. The orders in question have been delivered to our customers. We lost BUYBOX, what should we do to fix this situation, please help. @Ricardo_Amazon @Sunnie_Amazon @Lucre_Amzn
0 replies
Seller_y7W9ccUlauftE
Negative feedback will stop counting for ODR after 60 days have passed. Just make sure not to get more negatives.
Emet_Amazon
Hello @Seller_mLBrRrxImgVnu,
Thank you for posting your concerns with one of the performance calculations.
Hello, our order defect rate is increasing day by day due to the negative feedback we receive.
Negative feedback will stop counting for ODR after 60 days have passed.
As mentioned this was due to a negative feedback impacting the order defect rate. As mentioned by @Seller_y7W9ccUlauftE, the ODR is calculated in a 60-day window, as of today this is: May 13, 2024 - Jul 11, 2024. When reviewing the date range, also look at the date of the order as that is when the timer starts for these types of situations.
Just make sure not to get more negatives.
thank you for information. We are careful not to receive negative feedback, but our order defect rate is increasing. Orders are not coming because the buybox rate is low. Is the only thing we can do for this to wait 60 days?
As a general suggestions, it is advised that you fully review the original concern, make sure that any issued raised are addressed and if possible implement any improvements to help prevent new issues from occurring. When it comes to this calculation you can see an increase at the overall order volume shrinks and the customer concern remains. Aside from improving the over all order volume, waiting out the time frame is you next best option in this situation.
I did also want to inquire if this impacted the account health, has you order defect rate increase above 1%?
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Emet_Amazon
Hello @Seller_mLBrRrxImgVnu,
Thank you for following up with your additional inquiry.
There is no problem with account health at the moment, only our order error rate continues to increase. Can I at least do something to prevent it from increasing? Where can I see how much time is left?
Surrounding the inquiry on seeing how much time is left, as noted in my original response, the mentioned date range can be found in the order defect rate section of the account health page. You will see the current 60-day date range on the top right of the window, just above the policy explanation and links. As a note this date moves forward by 1, each day.
You can additionally download the ODR report from this page in the bottom left, this will provide you with the current orders impacting the calculation, allowing you to confirm the order date. As mentioned in by original post as well, once you have the order date, you can calculate how many more days the remaining orders will stay in the calculations.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
