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This article applies to selling in: Japan

Performance issue 1: High Order Defect Rate

A notification from Seller Performance indicates that your selling privileges were suspended or removed due to high order defect rate.


SituationRequired ActionsRelated Help Pages
You listed your product on a different product detail page (ASIN) (you though it would be fine because you noted the details in 'Condition Notes')
Please check the "Listing Guideline (Japanese)" and "condition guidelines". The difference between product description and the guidelines defined by Amazon.co.jp sometimes may cause high cancellation rates and unnecessary troubles.
Below are examples of product conditions that definitely cannot be listed as "new" or "authorized" conditions:
  • Listed products that are damaged in the package as "new", and noted it in the listing comment.
  • Listed defective products that have been bought in overseas as new regular imported products.
  • Listed parallel imports or bulk items that warranty are not provided by its regular import agency or not subject to any discrimination concerning services such as repairs or inquiries.
Upload modifications:
You listed your parallel imported product on a product detail page (ASIN) as regular imported products.
When you list a parallel imported product on Amazon.co.jp, you are required to add the product on a separate product detail page (ASIN) from that of a product sold by an authorized distributor in Japan. Please check the Definition of Parallel Imported product and "Listing Guideline (Japanese)" as defined by Amazon.co.jp. You are required to comply with the rules when you list the product. If you fail to comply with the rules, your products may be seen as 'counterfeit' by customers. Cancellations, returns, negative feedback, and account suspension are possible consequences of not following the guidelines.



Customer didn't receive the order (shipped from outside Japan)
The Lead time to ship is the time it takes you to get the product to your shipment carrier. If there is a delay expected in the delivery time, please adjust the shipping lead time and manage customers' expectations accordingly.

You listed the product under a different condition.
Please check the "Listing Guideline (Japanese)" and "condition guidelines". The difference between item condition that you set and the guidelines defined by Amazon.co.jp sometimes may cause high cancellation rates and unnecessary trouble.
Below are examples of product conditions that definitely cannot be listed as "new" or "regular" conditions:
  • Listed products that are damaged in the package as "new", and noted it in the listing comment.
  • Listed defective products that have been bought in overseas as new regular imported products.
  • Listed parallel imports or bulk items that warranty are not provided by its regular import agency or not subject to any discrimination concerning services such as repairs or inquiries.
Specify the condition types
The customer filed an Amazon A-to-Z Guarantee claim because you did not accept the return request from the customer. You just thought that the return was the customer's fault. However, the customer had a valid reason according to the Amazon return policy.
Customers may file A-to-Z Guarantee claims if the filed case is valid according to Amazon's return policy and for either of these reasons: 1. The customer's order never arrived. 2. The product that the customer received was materially different from what the customer was led to expect. This covers products that are damaged, defective, incorrectly described, misrepresented, or missing parts. Please make sure you have a good understanding of this policy so you can prevent problems as well as quickly resolve them when needed. Also please note that a customer files a claim and it goes through, Amazon.co.jp will deduct the claimed amount from your account.


You did not respond to the customer's cancel request which was placed before you made the shipment. As a result, the customer filed an A-to-Z Guarantee claim for receiving a product he should have been able to cancel.
If customers cancel the order before shipment, you must accept the request with an exception of some items defined by Amazon.co.jp. If you don't comply with the policy and customers file claims, Amazon.co.jp may charge you through the program.



In addition to performance issues, you need to be prepared to quickly respond to contacts from customers in Japanese.
Customers expect prompt, helpful service, usually within 24 hours. This is one of the key factors of maintaining a healthy account on Amazon.co.jp and failing to meet our standards (responding within 24 hours in Japanese) will be considered a violation of our policies. We have seen cases where accounts get blocked for delayed responses and/or using machine translated Japanese that are often times inaccurate. Please consider hiring staff who are capable of communicating in Japanese or professional translators to maintain a good service level. Here is a list of service providers for your reference: http://services.amazon.co.jp/services/out-of-country/service-providers.html



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