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Suspended, high ODR. Appeal suggestion?
 

Account has 2 feedback (one 5-star, one 1-star feedback). This brought the ODR above 1%. The 1-star feedback was from an order I marked as shipped, then refunded without cancelling. This made the customer angry. (I gave the customer an extra $40 USD on top if they would remove the feedback, they didn't respond)

Amazon suspended the account today.

Im going to appeal. Whats a good believable story or explanation I can feed Seller Performance about my ODR? What would be the most plausible and likely for them to accept?

Suspension letter below:


"Hello,

Your order defect rate is higher than the goal of less than 1%. As a result, you
may no longer sell on Amazon.com, and your listings have been removed from our site.

Please ship any open orders. If you have funds in your account, they will be
available after any amounts paid for A-to-z claims or chargebacks on your orders
have been deducted. This usually takes about 90 days, but funds may be held longer.

You can see your balance and settlement information in the Payments section of
Seller Central. If you have questions about those, please send an email to
payments-funds@amazon.com.

If you want to appeal this decision, click the Appeal button next to this
message on the Performance Notifications page in Seller Central
(https://sellercentral.amazon.com/gp/...fications.html).

Seller Performance
Amazon.com
http://www.amazon.com"

Re: Suspended, high ODR. Appeal suggestion?
 

FYI. I marked the order a shipped, then refunded it an hour later without giving an explanation to the customer. I hope Amazon doesn't dig to deep to see the holes in my appeal below.

I could maybe say something like:

I understand I was suspended for high ODR related to feedback. The cause was due to my slow communication to a customer about their package being lost in the postal system. I have rectified this by switching to a new courier and made it a priority to notify customers of any delays with shipping immediately.

Re: Suspended, high ODR. Appeal suggestion?
 

Going to say the package was damaged by courier and required a refund.

Re: Suspended, high ODR. Appeal suggestion?
 

I had the same problem too with my account that got Order Defect Rate from Amazon.

Re: Suspended, high ODR. Appeal suggestion?
 

Did you try to get feedback removed?