I have Hit 1.5 ODR and MY sales shouted down its mathematically imposible to get back !
We have 1.5% ODR from a 2000 Order in the last 60 days; However, we are a merchant fulfill business meaning all our products a MCF and now we have lost the Feature offer eligibility meaning no sales and a increasing of the ODR each day since it will be not orders to dilute the ODR.
Also imposible to win an appeal even giving away the product and the refund to the customer.
Somebody help since we have already appealed all the A-Z Claims and all of them were denied and Still impacting the account since we have come from 10-30 orders a day to 0 sales in the last 3 days.
I have Hit 1.5 ODR and MY sales shouted down its mathematically imposible to get back !
We have 1.5% ODR from a 2000 Order in the last 60 days; However, we are a merchant fulfill business meaning all our products a MCF and now we have lost the Feature offer eligibility meaning no sales and a increasing of the ODR each day since it will be not orders to dilute the ODR.
Also imposible to win an appeal even giving away the product and the refund to the customer.
Somebody help since we have already appealed all the A-Z Claims and all of them were denied and Still impacting the account since we have come from 10-30 orders a day to 0 sales in the last 3 days.
6 replies
Seller_Hi7wbO2Kbo6bl
This doesn't make sense.
Does this mean you are filling Amazon merchant filled-orders through MCF?
If so, while Amazon does not forbid this practice, they do discourage it. Multi Chanel Fulfillment is intended for orders that come through your own website or other sites.
Amazon declares that if you use MCF for Amazon merchant filled orders they are not responsible for lost or delayed packages.
Seller_rGcQW1yb6ZWbC
You have had 30 claims in the last 60 days?!? That's a lot.
As much as you want to get back in business and sell that type of volume, maybe use this time without Featured Merchant Status to re-evaluate your business model.
I know once you lose the buy box it is hard to claw your way out of the proverbial Amazon doghouse. You have to either pivot and find a product that sells well to keep your percentage diluted, or wait it out and hope for the best when the wait is over.
Emet_Amazon
Hello @Seller_bJRkNnbrKEZTr,
Thank you for posting your concerns that stem from an increase in the order defect rate.
Due to this being associated to the order defect rate, what was the reasons you received concerns from your customers that resulted in the high ODR?
Per the Become the Featured Offer help page, these performance calculations are a huge role in being eligible. With that being said, although diluting the ODR may help in the short term, however if these issues, and the root cause of these concerns go unaddressed they may result in deactivation.
If you review our multi-channel fulfillment help page, you will see as @Seller_Hi7wbO2Kbo6blstated, you take responsibility for these orders when using this feature.
Was the MCF the cause of the customer concerns?
I have also passed your concerns to the account health support team who may try to reach out regarding the order defect rate.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Seller_9Hr9qbRYDMSts
My business is seasonal, so I only get a lot of orders at Christmas, graduation time, mother's day, father's day, etc. My ODR has skyrocketed like this a couple of times. They've never penalized my account for it. All of my other metrics are spot on, so just that one gets out of whack occasionally, but they gave me grace. For the purposes of giving advice to other Amazon sellers, I am a newbie, but I think they consider the whole account.
Seller_oDXVaydIpi3Hi
Was this due to INR or what were the claims for? Were the claims legitimate or were you targeted by competition or did you just have a string of bad luck?
If they were late how late were they? Can you simply just add a 1-2 day lead time to resolve the issue in the future?
If you can afford it - Consider finding somethings you can sell at $0.01 to $1 loss and be lower than everyone else on that has a really low ranking. Sell 100 of them a day for a week and with the other things you sell hopefully it will pull you out before the hammer comes down.
Seller_mPcPEjFxxAGfB
A few obvious suggestions from a former computer scientist:
Take a few days to look at your data and do a serious study of your problem products. See if the 80/20 rule applies: Do 80% of the problems come from 20% of the products?
(It's not common, but sometimes happens: Make sure you aren't being targeted by an evil competitor, who buys just to complain and trash your metrics. If you find that you are, then document it fully and send the evidence to the relevant Amazon fraud dept,).
If a few products are causing most problems, then DUMP THEM fast or sell them cheaply in places like Fleabay, which lets you offer stuff with no returns.
Example: Many years ago, we tried selling some electronic overstocks. Some stuff was great, but we got temporarily suspended when half our headsets were returned. Nearly all the returns were opened and messed up. The buyers took small parts from them, even unscrewing the earpieces to keep the parts free. Two of the buyers were even convicted criminals out on bail! (I knew this from a Google search).
My study found that our headsets were attracting criminal buyers who caused us many problems and filed bogus complaints, sometimes trying to keep stuff for free. I let Amazon know this, but nobody back then at Amazon didn't cared to hear the valid excuse. The Almighty God of the Metrics said WE were the bad guys, so Grovel and Beg. So we did this, to get reinstated. We dumped the 6 or so headsets left and never sold them again. I haded to grovel and beg, but it was a sound business decision, as Amazon back then never cared to investigate the real reason, who would hit other sellers after they hit us, over and over again. (In Amazon's defense, they changed and seem to be a lot better now at detecting and dealing with criminal buyers).
After you dump the problem products, your metrics should slowly improve, IF you aren't doing something wrong, such as using flimsy packages that get damaged in shipping. (Example: Steve Jobs came back to failing Apple in 1998. To save the company, he dumped all the lame products and sold only a few great ones). So pivot fast and you should survive here.
Hope this helps and good luck!
