Amazon Appeal ODR Suspension
Is your Amazon account suspended due to your order defect rate (ODR)? Need an Amazon Counterfeit Appeal? Get in touch for a plan of action with unlimited revisions and escalation.
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What is an Amazon ODR Suspension?
Amazon has strict performance metrics that sellers must adhere to in order to maintain their account in good standing. One of the key performance indicators is the Order Defect Rate (ODR), which is a measure of a seller's ability to meet customer expectations. The ODR is calculated based on the number of orders that result in negative feedback, including defects, claims, and returns, divided by the total number of orders.
If a seller's ODR exceeds 1%, they risk having their account suspended by Amazon. An ODR suspension can be devastating for a seller, as it can result in a loss of sales and a damaged reputation. Therefore, it is important for sellers to take proactive steps to maintain a low ODR, such as by providing accurate product descriptions, shipping orders promptly, and responding promptly to customer inquiries and complaints.
An ODR suspension can occur for a variety of reasons, including failing to follow Amazon Seller Condition Guidelines, selling used items as new on Amazon, customer complaints about the condition of the products sold, incorrect tracking information provided to customers, late shipments, and cancellations. It may also occur because of A-Z Guarantee Claims and excessive Chargeback Claims. However, regardless of the reason for the suspension, it is critical for the seller to act quickly and professionally to address the issue and prevent further harm to their account.
To appeal an ODR suspension, sellers must submit a Plan of Action that outlines the reasons behind the poor ODR, the actions taken to correct it, and the steps taken to prevent similar issues in the future. The Plan of Action must be well-written, professional, and demonstrate a commitment to customer satisfaction.
The chances of winning an appeal against an ODR suspension depend on a variety of factors, including the severity of the issue, the seller's history of compliance with Amazon policies, and the quality of the Plan of Action submitted. It is crucial for sellers to work with experienced professionals who can help them navigate the appeals process and improve their chances of success.
For Amazon merchants who fulfill their own orders (FBM), sellers also must be aware of their responsibility to stay under a 4% Late Shipment Rate (LSR)**, under a 2.5% Pre Fulfillment Cancel Rate (PFCR)and maintain a Valid Tracking Rate (VTR) of over 95%.
At Amazon Sellers Attorney, we understand the importance of maintaining a low ODR and the devastating impact an ODR suspension can have on a seller's business. That's why we offer a free consultation to Amazon sellers who are facing ODR suspensions, as well as professional Plan of Action writing services for a fixed, non-refundable fee of $1375. Our team of experts has a proven track record of success in appealing ODR suspensions and helping sellers get their accounts reinstated. Contact us today to learn more about our services and how we can help you protect your Amazon seller account.
Received a "Used Sold as New" Complaint?
Amazon sellers who receive complaints about products being sold as new but turning out to be used often find themselves perplexed. Most high-volume Amazon sellers strictly source and sell 100% new, unused items that meet industry and Amazon packaging standards.
The issue arises when these complaints occur, despite sellers adhering to selling brand new items. The cause of this problem often lies in the FBA warehouse where the seller's inventory is stored. Fortunately, for sellers using FBA, they are not held responsible for damaged packaging, and returns sent back to the FBA center are handled at the discretion of warehouse employees.
Although sellers prioritize their Amazon accounts and would never resell visibly damaged returned items, FBA warehouse workers sometimes classify these items as "resellable inventory." Consequently, these used items are resold, leading to more "used sold as new" complaints from customers. FBA sellers can mitigate these complaints by manually opting out of FBA repackaging services, ensuring that returned items are not resold. This approach reduces the burden of handling packing, shipping, returns, and customer service.
Sellers may be tempted to list items as "new" even if they are not. However, customers are wary of such practices and often report "used sold as new" complaints to Amazon. Determining whether an item is used or not may seem subjective, but Amazon's definition is clear: once the packaging is broken, the item can no longer be considered new, regardless of whether it was used for its intended purpose or not.
As a precaution, if sellers are unsure about the condition of an item purchased through a warehouse or liquidation center, it is advisable to verify its status or list it as used to avoid any issues.
Adhering to Amazon's rules and regulations requires meticulousness and attention to detail. Keeping track of product sources and ensuring items are genuinely new before listing them as such is crucial. Amazon expects sellers to be vigilant in identifying and addressing these issues promptly.