Concern Regarding Account Health Impact from Unverified Product Authenticity Claims Dear Amazon Seller Performance Team
I am writing to express my concern regarding recent negative impacts on our account health due to authenticity-related complaints raised by customers. Please note that we strictly adhere to Amazon's policies and ensure all our products are sourced exclusively from authorized dealers and legitimate suppliers.
Despite our compliance, we have encountered situations where customers have raised claims about product authenticity without providing any substantial evidence. These claims significantly affect our Account Health Rating, despite there being no proof of wrongdoing on our part. This not only threatens the sustainability of our seller account but also takes a toll on our team's morale and mental well-being.
We kindly request your assistance in reviewing such cases more thoroughly and providing us with better support and clearer mechanisms to protect compliant sellers like us from unfair penalties.
We are committed to maintaining the highest standards of quality and trust and would appreciate any guidance or support you can provide in this matter.
Thank you for your time and understanding.
Best regards,
SHAHID ALI
Concern Regarding Account Health Impact from Unverified Product Authenticity Claims Dear Amazon Seller Performance Team
I am writing to express my concern regarding recent negative impacts on our account health due to authenticity-related complaints raised by customers. Please note that we strictly adhere to Amazon's policies and ensure all our products are sourced exclusively from authorized dealers and legitimate suppliers.
Despite our compliance, we have encountered situations where customers have raised claims about product authenticity without providing any substantial evidence. These claims significantly affect our Account Health Rating, despite there being no proof of wrongdoing on our part. This not only threatens the sustainability of our seller account but also takes a toll on our team's morale and mental well-being.
We kindly request your assistance in reviewing such cases more thoroughly and providing us with better support and clearer mechanisms to protect compliant sellers like us from unfair penalties.
We are committed to maintaining the highest standards of quality and trust and would appreciate any guidance or support you can provide in this matter.
Thank you for your time and understanding.
Best regards,
SHAHID ALI
1 reply
Abella_AMZ
Hello @Seller_clUnpOw6QZ281,
This is Abella from Amazon to assist you.
I understand your concern in regards with Order Defect Rate.
The Order Defect Rate (ODR) is a key measure of your ability to provide a good customer experience. It is all orders with a defect (defined below) as a percentage of total orders during a given 60-day time period.
An order has a defect if it results in negative feedback, an A-to-z Guarantee claim that is not denied or a credit card chargeback.
We understand you sell genuine products, but if you receive an A-to-Z claim from a customer questioning authenticity, you can contest the claim if you believe it's incorrect. To dispute such claims, please contact the Seller Support team for assistance.
I appreciate your efforts in being complaint and maintaining highest standards.
If you need any further assistance, you can post here so that we or any of the sellers on forum can help you.
Regards,
Abella.
