ACCOUNT HEALTH OVERVIEW SERVICE
Order Defect Rate(ODR) Issues?
Amazon Performance Consultation
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We offer custom account review services that go far beyond routine checklists or running basic reports that most sellers can run themselves.
We assess each account for risk from a performance and policy standpoint, integrate our knowledge of recent investigative trends, and analyse what we find to recommend improvements.
Notification Analysis Discuss with the client importance of identifying the most important notifications and responding to notifications.
Assess Customer Messaging Review feedback/ review request messaging as applicable.
Going beyond metrics Check all metrics/ identify causes for all misses.
Evaluate Account Standing Examine past correspondence with performance and policy teams for the quality of content/ success rate
Identify Threats Examine Performance notifications for any threats to account health
Identify Problem ASINS Identify feedback or listing content driving Returns, Complaints, or other negative attention and warnings.
Why is your Amazon performance score (ODR) Important?
This section is only meant to educate the public and protect against false information. The details in this section does not represent our service details or business model.
What is a Amazon Order Defect Rate?
The Order Defect Rate (ODR) is a performance metric that Amazon uses to rate the seller’s customer service standards. The ODR is calculated based on the number of times the negative metrics (below) were incurred divided by the number of overall orders received within a given period of time. This, in conjunction with other Seller Performance Measurements, will determine the Seller’s Rating, and it can also result in the revoking of seller privileges on Amazon.
How is an Order Defect Rate Is Determined?
An order is considered to have a defect if one or more of the following negative signals is received:
Negative feedback left by buyers: This will be calculated in relation to the overall number of orders received during a given period of time to get the seller’s negative feedback rate.
An A-to-Z guarantee claim that was registered by the buyer: All claims regardless of status and resolution are calculated within this metric.
Service credit card chargebacks issued: Chargebacks are credit card charges that are disputed by the buyer. This can either be because of fraudulent claims or because of unsatisfactory service claims. The former refers to a buyer who claims to have not placed the order at all. This can happen in the event of a stolen credit card. The seller is protected by Amazon against fraudulent chargebacks. Alternatively, service chargebacks are issued due to unacceptable service complaints such as receiving damaged goods, not receiving a refund for returned goods, or never receiving an order in the first place. These charges are settled by the credit card company. The chargeback rate will be determined by dividing the amount of chargebacks divided by total the number of orders that were placed over a specified amount of time.
How are Metrics Measured?
Multiple negative signals on one order will only count as one defect. For example, if a buyer leaves negative feedback and also issues an A-to-Z guarantee claim on the same order, both will be registered in the seller’s metrics as one defective order and not two.
All claims are calculated within the Order Defect Rate, even claims that are withdrawn or not granted. This is because the ODR is an attempt to help the seller clarify and correct problem areas within his or her overall customer service. If an issue arises that warrants a complaint, it should be viewed as a signal from the buyer to the seller that there is something that needs to be reviewed and fixed for future transactions.
Because registering complaints, chargebacks and feedback will take a few weeks from the order, rating reports are withheld until at least 30 days after an order is placed, often closer to 90 days. This is done to give an accurate representation of the seller’s performance level.
Receiving a negative rating will not adversely affect a seller’s account per se. However, consistently scoring or maintaining a poor performance rating may result in the revocation of seller privileges. Even if privileges are not suspended, the seller’s rating is listed on each product listing, and a low status will reflect poorly on the seller. Sellers are encouraged to keep their ratings high so that they can always give over a positive experience for interested buyers.
Amazon/eBay shoppers rarely leave feedback.Only in cases where they are displeased. One buyer out of every ten sales will leave you feedback willingly.This does not mean it will be positive feedback.
Did you know that most issues related to selling on Amazon are due to not receiving enough feedback regularly? A prime example most sellers can relate to is the infamous Invoice suspension. Are you a drop shipper who can not, for the love of God, stop your accounts from being suspended due to invoice requests? Well, here's the real solution. Amazon does not hassle sellers for those once your pass a specific feedback rating on your account. Many people are assuming the only way to do drop shipping in 2022 is by purchasing aged accounts. NOPE! The truth is you only need a 3-4-month-old account with at least 100-150 feedback. After you pass this threshold, amazon will not suspend you for invoice requests. If you must prove authenticity for a specific asin, Amazon will only stop the singular asin, Not the whole account.
How in the world are you going to get 100-150 positive feedback in your amazon stores when only 1 out of every ten buyers will leave it? Well, that's why the Sentinel Brand exists.
Is there a difference between Amazon Seller Feedback and Product reviews?
Yes, there is a very distinctive difference between Amazon Seller feedback and Amazon Product reviews.
Feedback is a backend feature for sellers which helps maintain the overall performance score of the selling account. "Amazon Seller Feedback" is a tool for the seller to monitor there Account Health. Sellers need feedback to avoid suspensions and account holds. Amazon's policies make it extremely difficult for sellers to receive feedback. The odds of new sellers receiving feedback from buyers is 2-4 out of 100 sales. However, amazons expectation is to receive 2-4 feedback out of every 10 sales. This is with no training material at all from amazon. Experienced sellers know that these are nearly impossible standards. From our experience speaking with new sellers, most were never told what feedback is due to the lack of information provided.
What are Amazon Product Reviews?
Amazon Product reviews are a front-end feature for Amazon Consumers/Customers. These reviews are not of the same function or purpose as Amazon Seller Feedback. Amazon Product reviews are not specific to the seller accounts but instead aid buyers in the quality of individual products listed by Intellectual Property owners. Amazon product reviews can be found at the top of all product pages on the Amazon platform. They serve more as a Marketing/selling point in Amazon's checkout system as they are obvious to all visitors and very hard to overlook. Auction Sentinel does not believe in and has never engaged in the manipulation or any promotion of product reviews. It has never been our goal to trick consumers for sales advantages. Our goal with Sentinel Solutions has always been to protect small ecommerce sellers from larger companies using their advantages.
What is Amazon Feedback Consultation?
Our goal with Amazon seller feedback consulting is to spread awareness. We are protecting Sellers from abusive business tactics coming from the Company and from other Amazon sellers by the spreading of accurate information. Adding feedback to your store keeps abusive business behaviors on standby. In simple words, a few feedbacks a day keeps the amazon bots away.
(A) Many sellers believe Amazon abuses their Feedback score system to create false reasons for freezing seller funds, temporary seizing of FBA inventory, and the requesting of delicate business data such as supplier information and other personable documents. They use the excuse called Velocity Limits. Many Amazon sellers believe Seller Feedback is a pointless way to monitor store performance due to the fact amazon already has a Separate main system called the Order Defect Rate (ODR) . Amazon will never directly inform or educate sellers on the exact amount of feedback you're required in order to avoid these account freezes. Something as simple as a spike in sales can trigger one of these account holds.
You maybe asking at this point " What is the big deal about amazon freezing your store, cant you just appeal to get it opened again?" The answer is Yes you can, however it takes quite a while for amazon to respond. Amazon appeals can take 1-3 months to pass through. Our question to you is, can you run a business that long without an pay out? Seller Feedback is a system where amazon keeps the algorithm secret. There is no way for a seller to tell if the standards are set in place or if it is made it up/changed as they go. Amazon sellers are shooting in the dark constantly hoping to never wake up the next day with a frozen storefront.
Sellers invest a lot of money and time to begin Amazon startups. It should be a regulation for Amazon to reveal the exact metric system. For an entrepreneur, it is impossible to run a consistent business when your not receiving your regular cash flow on time or inventory is being held up. All businesses require a constant overhead. When a third-party company is freezing your money and products for made-up and unregulated purposes, how do you as a business owner keep the wheels turning? Sellers, please keep in mind that using a third-party platform doesn't mean that you're not considered a business by law. As long as you are registered you will have the right to file suit against anyone who causes damage to your business. Holding funds unlawfully is damage.
(B) Amazon Sellers are territorial, especially older sellers. Many older amazon sellers are bullies to new amazon seller stores. They do not like new competition and many times engage in sabotage tactics to take out new stores that arise in their lane. This happens on most third-party selling platforms. Aged sellers know that amazon is very cutthroat towards new sellers and it is very easy to get their accounts shut down.
Here are a few tactics sellers use against newer sellers to sabotage your store.
1. Buy products using false buyer accounts from new sellers and leave fake negative feedback.
(aged sellers know that negative feedback on new accounts is a sure way to remove competition)
2. Buy products using false buyer accounts from new sellers and leave intellectual property complaints.
(Aged sellers know that making an IP complaint on a new seller account is death to that store)
Due to lack of Seller Support, it can be devastating if you're dealing with this issue. By the next day, your store can be shut down by the bot system. And you may not get in touch with an Amazon representative for weeks.
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