Among the store performance indicators, the three indicators of ODR, late shipment rate and pre-delivery cancellation rate that do not meet Amazon’s standards are the main reasons for the store being blocked. When there is a violation of store performance, sellers should not only file a complaint with the Amazon platform, but also improve these three indicators. The following explains how to deal with ODR, late shipment rate and pre-delivery cancellation rate issues.
(1) Dealing with ODR issues
The methods for dealing with ODR issues mainly include the following points.
①Try to persuade buyers or Amazon to delete negative feedback.
②Deliver goods in a timely manner to avoid Amazon’s transaction guarantee claims and negative feedback.
③Based on buyers’ complaints and comments, sellers should provide better packaging and stricter quality control to improve delivery speed.
④Set up special personnel to check product status, delivery process, etc.
(2)The methods for dealing with late shipment rate and pre-delivery cancellation rate issues mainly include the following points.
①Update order processing time in a timely manner.
② Check recent records to see if the courier has sent out the goods in time.
③ Increase total sales to reduce late shipment rate and pre-delivery cancellation rate.
④ If it is not possible to operate according to the current model, change suppliers or change logistics models.
⑤ If orders cannot be processed within a few days, change the store status to holiday mode.
⑥ Hire more packers, product handlers and shippers.
3. Avoidance methods for store performance violations
Sellers can control store performance indicators within the range required by Amazon through three methods: regular review, active handling, and improving buyer experience.
(1) Regular review
If some fixed products are often sold repeatedly, sellers should regularly check order reports to find out the sales model or products that buyers are often dissatisfied with and request refunds, and deal with them in time.
(2) Active handling
Sellers should pay attention to all bad information and product information pages such as buyer complaints, negative reviews, and product tracking requests to find out specific problems. Sellers can set goals higher than Amazon’s indicators. When the target is not met, an internal warning will be issued.
(3) Improve buyer experience
When selling goods, sellers can clearly indicate the return policy and ensure that when rejecting buyers’ return requests, they are reasonable, thereby improving the buyer experience.