customer feedback
Dear Amazon Team,
one of our customers gave a low score by stating that the return option was closed with delivery, the odr of our store was affected. whereas the closure of the return button is not related to us, we suggested that he contact amazon customer service and get support for return. we are a store that attaches importance to customer satisfaction and our odr was unfairly affected. please remove this unfair feedback.
order no:702-2536596-2041060
@Ricardo_Amazon
customer feedback
Dear Amazon Team,
one of our customers gave a low score by stating that the return option was closed with delivery, the odr of our store was affected. whereas the closure of the return button is not related to us, we suggested that he contact amazon customer service and get support for return. we are a store that attaches importance to customer satisfaction and our odr was unfairly affected. please remove this unfair feedback.
order no:702-2536596-2041060
@Ricardo_Amazon
1 reply
April_Amazon
Hello @Seller_5KhiEmiqSmAwH,
Thank you for taking the time to connect with us via the Forums. I do understand your concern with the Order Defect Rate and how this affects your store. It can be confusing when verifying what exactly is affecting your metric.
Thank you for sharing the order number. With this information, and help from an internal team, I have better ability to research your specific situation.
An order has a defect if it results in negative feedback, an A-to-z Guarantee claim that is not denied or a credit card chargeback.
I was able to review your Customer Service Performance from your Account Health Page. The ODR I was able to see was due to three A to Z Guarantee claims. To review the orders affected, these were my steps:
- Click the 3 menu lines, top left
- Drag down to Performance
- Slide over to A-to-Z Guarantee Claims
- Click ALL - to review all the granted claims
These were not the order you provided.
The order you provided does include some buyer/seller messaging but is not affecting your ODR metric at this time. Your buyer should be able to reach out as you suggested to complete the return if necessary.
This will provide details for you: Order Defect Rate
I hope this provides a bit of clarity for you. If you have additional questions about this, please do reach back out.
Thank you for reaching out on the Forums. The Forums and I are here to support you.
April
