Order Defect Rate Issues
This is not the first time this has happened to us, but yet again we are left in the terrible position of having our buy box taken away due to our 1.12% order defect rate (all other metrics are fine). Seller Support is never helpful. The circumstances around the reviews is even more frustrating. One of them was written before the customer even received the package. The second one was a lie. The 3rd one (yes, our buy box was taken away for THREE ORDERS out of 268) was our fault but instead of reaching out to us, the customer gave us a 1 star review and immediately requested a refund.
Whenever I call to try to figure out next steps, I'm met with total apathy and suggestions that don't even begin to help. "Sell more," is my favorite because we don't have a Buy Box! How do we sell more? Last year we struggled with NCX, so is order defect the new NCX or does NCX still exist?
Order Defect Rate Issues
This is not the first time this has happened to us, but yet again we are left in the terrible position of having our buy box taken away due to our 1.12% order defect rate (all other metrics are fine). Seller Support is never helpful. The circumstances around the reviews is even more frustrating. One of them was written before the customer even received the package. The second one was a lie. The 3rd one (yes, our buy box was taken away for THREE ORDERS out of 268) was our fault but instead of reaching out to us, the customer gave us a 1 star review and immediately requested a refund.
Whenever I call to try to figure out next steps, I'm met with total apathy and suggestions that don't even begin to help. "Sell more," is my favorite because we don't have a Buy Box! How do we sell more? Last year we struggled with NCX, so is order defect the new NCX or does NCX still exist?
1 reply
Cooper_HAQM
Good Evening @Seller_zCIsX50WyOeXr,
Apologies that your ODR has been affected.
In general we are not able to provide any details regarding the Featured Offer, however I have requested a review of your Featured Offer Eligibility for the ASIN shared on CASE ID ending in 4351. I won't be able to share the specific results of the investigation but I will indicate when the review is complete.
For the pieces of seller feedback you discussed above... If you have reported each of those pieces of feedback via Feedback manager, please feel free to share the CASE ID and we can look into appealing them for potential removal. I cannot guarantee their removal but it doesn't hurt to try and appeal.
Regarding possible sales growth, my colleague @Danny_HAQM has documented a plethora of resources on this topic which I am linking -->HERE<--
If you have any questions regarding the information above or are still interested in sharing those CASE IDs regarding Seller Feedback reviews, I'd be happy to take a look and see if I can help out there. Have a good night!
Sincerely, Cooper_HAQM