Hi

I have had trouble with returns in the past (got the Frequently Returned Item badge...Yay!) and had to take actions on my listing to address. Fast forward a couple of months and the rate has come down significantly.

Of course I'd like to have the badge removed, but that's something I know HAQM has to decide on.

In any case my issue is that the return rate shown in the VOC area is totally wrong. It's more than double the rate shown, for instance, on the New Seller Experience Dashboard (ditto the software I use, and all variations of calculations I have done...even going back a couple of weeks and then calculating backwards). I have tried to open cases with Seller Support but I am getting nowhere. They either answer a different question or tell me they have no way to change the rate shown in VOC. I had a frankly record-setting length of a chat on my last ticket...with screenshots, quotes from HAQM explaining what the rate should be, everything. I asked (nicely, mostly) multiple times for an escalation to someone else. I still got nothing.

I have seen others in this forum that experienced something similar. Has anyone been able to address this? Obviously this is having a huge impact on conversions because of the badge, and if the right rate was being considered I think there's a chance they might take it off.

Thanks