Your account is at risk of deactivation Your seller-fulfilled offers are at risk of deactivation.
Policy Compliance shows Healthy five ***** star rating
We currently have (360 ratings) 95% positive over lifetime. Most all are 5 star ratings.
Recently, we had a book order that we had to cancel because it was sold as new but, unknown to us, it was damaged in storage As soon as we pulled the the book we notified the customer and issued a refund. The Customer decided that this was not good enough and gave us a one star review. saying
"Perhaps checking your inventory may help with cancelled requests?!!"
OK?!! Another we would like to issue another apology for being human. "to err is human." Perhaps the customer was not human so never had such issues.
Customers I can understand but, I have a little issue with Amazon on this. We have 360 ratings with most all being 5 star. Why would Amazon need to threaten us (Your account is at risk of deactivation) because of 1 bad rating. Is this the new norm for Amazon?
Your account is at risk of deactivation Your seller-fulfilled offers are at risk of deactivation.
Policy Compliance shows Healthy five ***** star rating
We currently have (360 ratings) 95% positive over lifetime. Most all are 5 star ratings.
Recently, we had a book order that we had to cancel because it was sold as new but, unknown to us, it was damaged in storage As soon as we pulled the the book we notified the customer and issued a refund. The Customer decided that this was not good enough and gave us a one star review. saying
"Perhaps checking your inventory may help with cancelled requests?!!"
OK?!! Another we would like to issue another apology for being human. "to err is human." Perhaps the customer was not human so never had such issues.
Customers I can understand but, I have a little issue with Amazon on this. We have 360 ratings with most all being 5 star. Why would Amazon need to threaten us (Your account is at risk of deactivation) because of 1 bad rating. Is this the new norm for Amazon?
0件の返信
Seller_tA49ZfprDZiYK
In going over this issue I noticed that we had 2 other issues called "Other Policy Violations" Violation of Amazon Marketplace Fair Pricing Policy For
"Your Offer price is greater than the Reference price(s) provided." In both of these instances our offer price was totally inline with other books on amazon. I some cases other books including those sold by Amazon were priced higher.
Is the Amazon AI having some kind of breakdown?
Seller_4zBzdtgCyS9EI
Yes, yes it is. That and worse. The ever new, ever "improved" Amazon.....
LeviDylan_Amazon
Hello @Seller_tA49ZfprDZiYK,
Thank you for reaching out on the Seller Forums.
From what you have shared, I see that you recently had to cancel an order and this has led to a customer complaint that has affected your customer service performance metrics.
If a customer files an A to z claim or submits negative feedback, this will impact your order defect rate(ODR). You target percentage for ODR is under 1%. This metric is the percentage of orders with defects out of total orders in a 60-day time window.
If the defects have caused your ODR to go over target, you will see a banner that states "your account is at-risk of deactivation". In the banner you may see a "submit appeal" button, if so, you will have 72 hours to take the quiz to avoid account deactivation. If you do not see a "submit appeal" button in the at-risk banner, this is a warning, and you are not required to take any action at this time. I do suggest to monitor your account closely in case there is a future request to take action. Once the defect falls out of the 60 day time window your ODR metric will be back at target and your account will no longer have the at-risk banner.
Have you created a case log to dispute the fair pricing policy violation? If so, can you share the case ID here, so we can take a look?
I hope you have found this information helpful and I look forward to learning more. Once you have reviewed the information and questions above, please feel free to respond in this thread. The Forums community and I are here to support you.
Wishing you the best,
LeviDylan
