selling priveliges

[they_screwed_me_too]

hello all

as most of you know my mrs packed job in to sell on amazon full time, shes doing great but had 2 chargebacks (1 item didnt arrive within 4 days and customer going on holiday and needed it so she refunded, the other was just a genuine "item not as described" it was a faulty item (manufacturers fault) again refunded, and one cancellation due to a shipping issue.

ODR more than 1%

shes really upset about it

she got the dreaded email this morning posted below, obviously i/we are going to prepare the "plan of action"

does anyone perhaps have a good one they have prepared and used previously that i could maybe have a look at for some guidelines ?

i could really use some good advise

many thanks




Greetings from Amazon.

We are writing to let you know we have removed your selling privileges and placed a temporary hold on any funds in your Amazon.co.uk seller account.

We took this action because your order defect rate (ODR) does not meet Amazon’s performance target of less than 1%. The ODR metric is based on A-to-z Guarantee claims, negative feedback, and chargebacks.

Your performance metrics and previous notifications are available in the Customer Metrics section of your seller account

Reviewing your metrics may help you identify where you can improve your performance.

We encourage you to take appropriate steps to resolve any pending orders.

Before we can consider reinstatement of your selling privileges, you must provide us with a detailed account of the steps you will take to meet our performance standards in the future. We will then review your plan of action and determine whether to reinstate your selling privileges.

For information on creating and submitting a plan of action please search on “Appeal the Removal of Selling Privileges” in seller Help. If you do not submit a viable plan of action within 17 days, we may permanently remove your Amazon.co.uk selling privileges and hold any funds in your seller account for up to 90 days.

We look forward to hearing from you.


Regards,

Seller Performance
Amazon.co.uk

[Gamefreak]

This isnt a perma one so you have a good chance of getting reinstated. Do it asap though as it looks bad if you wait.

I dont have one to provide as all supensions are different and unique to each user.

[they_screwed_me_too]

im hoping so, i guess all i can do is explain the situations the best i can

whats the best way forward

kiss ass ?

[Recherché]

Yep. It is what I did to get reinstated. I didn't even take the time to write a thoughtful, well written reply. Just said whatever came to mind with a sob story. She will get reinstated. All they are asking is how she will do things differently once reinstated.

[anon5o1]

Recherche is correct. You just need to write a statement of how your operations will prevent unhappy customer experiences if reinstated.

[jeffweico]

It is VERY IMPORTANT when writing these plans to NOT attempt to place blame everywhere else but with you, whether or not that is the case. It also pays to be VERY professional.

If your response is something like "The Postal Service sucks, they didn't get my customer their package in time. And the other problem was a manufacturer' defect that I have no control over. But I'll try to do better." you will NEVER be reinstated.

[slapped]

Jeff is 100% Correct, Just give Amazon a Reasonable Plan that will enable you to Avoid past problems,,,your may want to tell them that you are going to use a different shipping method or Carrier, for your postal Problem, you might want to tell them that you will have EACH item you sell Checked to verify that it is working correctly\, to deal with the Defect complaint, stuff like those examples I just gave you shouild get you re-instated,,,,,Good Luck

[they_screwed_me_too]

many thank you guys, plan submitted and will keep you posted

[mercurial333]

I wonder if anybody has been able to appeal the suspension of high ODR a second time.

Or maybe the second time its a definitive suspension?

It's quite easily to jump over the 1% ODR, that's why I'm curious.

[they_screwed_me_too]

Originally Posted by mercurial333

It's quite easily to jump over the 1% ODR

its VERY easy especially for a new account

[cortex]

Happened to me, VERY easy to get suspended. Good luck though & let us know how it pans out