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Amazon’s possible slip-up cost a seller their ODR metric

Ecommerce platforms will soon be rejoicing, as a new AI tech that can beat website attacks with 100% accuracy. Once given a go signal for widespread application, this innovation would eliminate the need for user authentication and streamline data protection.

This is also good news for sellers, especially those who have their store websites. This would allow you to prioritize solving other critical issues, like what one seller encountered below.

  • An epic Amazon slip-up 🤕
  • You BFCM success awaits 💰
  • Winning all shoppers’ generations 🤝

BLACK MARKET

An unfortunate seller took to the forums to report on what might be another Amazon glitch. This time, it involves the Order Defect Rate (ODR), a performance metric that includes negative feedback, late orders, and A-to-Z claims. 

◀️ What happened?

  • A customer initiated a return because they didn’t like the color of the order.
  • The seller promptly issued a refund on September 18, right after they received the returned order.
  • Although the refund was issued on time on the seller’s end, Amazon did not process the refund immediately. The refund status was stuck at the PENDING state.
  • The customer then filed an A-to-Z claim since they didn’t receive the refund.

Amazon sent confusing and contradictory messages to the seller, as well:

  • The first message said: Your account will not be debited for this claim. We will not include the claim in your order defect rate and performance metrics.”
  • After 5 minutes, they received another one stating: “As the buyer did file a claim, we will still include the claim in your Order Defect Rate and performance metrics.”

🤯 A complicated case

This case is particularly complicated because the “ship by” and estimated delivery date (EDD) were questioned. The seller clarified that it wasn’t the issue. Amazon is including this in the seller’s ODR because the refund was late (it wasn’t), NOT because the order was late. 

Currently, the seller requests Amazon to reverse the ODR count. Poor account health will affect their sales, especially this peak season.

What to do to prevent this

First and foremost, always respond to claims promptly and record the time. This way you can prove to Amazon and your clients that you responded on time.

As for deliveries, it’s better to cancel orders if you think you won’t meet the EDD.

TOGETHER WITH INSENSE

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BITES OF THE WEEK

SOCIAL PULSE

How to tailor your marketing strategy for different shoppers

Did you know that a 5% boost in customer loyalty can grow your profits by at least 25%?

To make that happen, you need to deeply connect with shoppers by offering personal and relevant experiences. PR Newswire says the trick is to tailor your approach for different generations of shoppers.

But how?

Well, you just need to know their communication preferences:

  • Baby boomers (born 1946-1964) value clear communication, trust, and quality. To reach them:
    • Send personalized email promotions.
    • Focus on customer service and product reliability.
    • Highlight loyalty programs or guarantees to build trust.
  • Generation Xers (born 1965-1980) are independent and tech-savvy but still prefer traditional communication. To reach them:
    • Send detailed product updates through email or text.
    • Make sure the checkout process is quick and smooth.
    • Offer discounts or rewards for loyal customers.
  • Millennials (born 1981-1996) love experiences and convenience. To reach them:
    • Use social media and chatbots for fast, interactive support.
    • Create engaging content, like product videos or tutorials.
    • Reward loyalty with exclusive deals or early access to new products.
  • Gen Zers (born 1997-2012) care about the world and expect brands to understand them. To reach them:

🎯 Attracting customers is great, but keeping them loyal is where real success happens. Adapt your strategies to each generation’s preferences, and you'll surely boost sales while building strong, lasting relationships with your customers.

Author : SellerBites
Faith began working on SellerBites in 2021, a weekly newsletter that provides sellers with the latest news and updates in FBA. With first-hand experience in managing various seller and vendor accounts, she understands what sellers face on this platform. Her background led to the conception of SellerBites, which main goal is to help people become better, more informed entrepreneurs in the Amazon marketplace.
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