Order Defect Rate (ODR) impacted: FRUSTRATING
Hi everyone, I hope you are all well?
We ship 99% of our orders using Royal Mail 24 (Large Letter) (CRL) and our VTR has been at 100% since VTR was introduced. We follow all Amazon guidelines and policies.
Our order defect rate sits at 0.13% and these defects refer to Customer A to Z’s for “Non Delivery”
Question: I thought that providing we follow all Shipping guidelines that we should never receive a Defect when Amazon refund a customer via the A to Z claim.
Clearly we are responsible for Picking, Packing and Speedy delivery - but we have no control over timely delivery once shipped. In that regard surely 100% of our A to Z’s should NOT include a Defect because we’ve shipped everything via Amazon Buy Shipping Royal Mail 24 (Large Letter) (CRL) and our VTR is at 100% ?
QUESTION: What is your ODR ? Is our ODR high at 0.13 or is this Low by comparison to yours or about average ?
I challenge every Amazon granted A to Z and about 60% of the time - the refund is not reversed but they remove the Defect. If we NEVER challenged the AtoZ Order defect I am very sure we would have lost our account by now.
Thank you…
Order Defect Rate (ODR) impacted: FRUSTRATING
Hi everyone, I hope you are all well?
We ship 99% of our orders using Royal Mail 24 (Large Letter) (CRL) and our VTR has been at 100% since VTR was introduced. We follow all Amazon guidelines and policies.
Our order defect rate sits at 0.13% and these defects refer to Customer A to Z’s for “Non Delivery”
Question: I thought that providing we follow all Shipping guidelines that we should never receive a Defect when Amazon refund a customer via the A to Z claim.
Clearly we are responsible for Picking, Packing and Speedy delivery - but we have no control over timely delivery once shipped. In that regard surely 100% of our A to Z’s should NOT include a Defect because we’ve shipped everything via Amazon Buy Shipping Royal Mail 24 (Large Letter) (CRL) and our VTR is at 100% ?
QUESTION: What is your ODR ? Is our ODR high at 0.13 or is this Low by comparison to yours or about average ?
I challenge every Amazon granted A to Z and about 60% of the time - the refund is not reversed but they remove the Defect. If we NEVER challenged the AtoZ Order defect I am very sure we would have lost our account by now.
Thank you…
2 replies
Seller_LPQTXAx3oIrLt
I have A-Z’s (Item not received) from using Buy Shipping and they also count against our ODR. The latest one was shipped with Buy Shipping, and on time. Our ODR should not be affected if you read the Amazon guidelines…
I don’t know what the benefit of using Buy Shipping is if the protection part of the policy is wrong, or doesn’t work 
Seller_K71iKhD8kX1da
What is your ODR ? Is our ODR high at 0.13 or is this Low by comparison to yours or about average ?
0.06% - and all related to negative feedback. Would be lower if we did FBA but have to take some of the unjust feedback on the chin with FBM. The target ODR target is below 1% so you don’t have much to worry about.
