Negative feedback 1 star left after customer cancelled order, Now account is at risk of deactivation
@Maja_Amazon @Spencer_Amazon @Winston_Amazon @Julia_Amazon @Sakura_Amazon_ @Simon_Amazon Hopefully someone can help.
Order 204-9073402-4368304. Buyer cancelled order almost immediately after purchasing the item. I refund within 10 minutes and they left a negative feedback with the comment "Na". The removal system and appeal denied my requests near immediately. Is there anything that can be done to help me here? See timeline below. I am not sure how else I could have handled it?
Tue, Aug 13, 7:39 AM Order Placed by customer
Tue, Aug 13, 8:02 AM Customer submitted cancellation request
Tue, Aug 13, 8:12 AM I accepted the cancellation and refunded customer
Later that day, customer left negative feedback.
I am now receiving notifications that Your Order Defect Rate is 1.69%; the target is 1%.
I would be most appreciative if a mod can help me with this as I am without any other option. Thank you.
Negative feedback 1 star left after customer cancelled order, Now account is at risk of deactivation
@Maja_Amazon @Spencer_Amazon @Winston_Amazon @Julia_Amazon @Sakura_Amazon_ @Simon_Amazon Hopefully someone can help.
Order 204-9073402-4368304. Buyer cancelled order almost immediately after purchasing the item. I refund within 10 minutes and they left a negative feedback with the comment "Na". The removal system and appeal denied my requests near immediately. Is there anything that can be done to help me here? See timeline below. I am not sure how else I could have handled it?
Tue, Aug 13, 7:39 AM Order Placed by customer
Tue, Aug 13, 8:02 AM Customer submitted cancellation request
Tue, Aug 13, 8:12 AM I accepted the cancellation and refunded customer
Later that day, customer left negative feedback.
I am now receiving notifications that Your Order Defect Rate is 1.69%; the target is 1%.
I would be most appreciative if a mod can help me with this as I am without any other option. Thank you.
4 replies
Seller_ZVAz3d5lZuGid
There was NO NEED to refund the customer. If the customer cancelled and you never shipped the item then you do not need to refund as no payment is taken for the goods until you confirm shipment.
Don't worry about your ODR - it will 'drop off' after a week - it is only a 7day metric.
Seller_ZJhFeE3tNKzfh
Sarah_Amzn
Hello @Seller_HjDZRqAXX8isR,
This is Sarah with Amazon.
I see that you have already created a thread regarding this topic.
I will be closing this thread as a duplicate of Negative feedback 1 star left after customer cancelled order
Kind regards,
Sarah.
