Poor Account Health Metrics Suspension

Client Name: Rajat Verma
Location: Mumbai, Maharashtra

Case Overview:

Rajat Verma, a seller dealing in home appliances from Mumbai, faced suspension on Amazon due to poor account health metrics. He consistently fell short of Amazon’s customer satisfaction standards, particularly in maintaining the required thresholds for Order Defect Rate (ODR), Late Shipment Rate (LSR), and Pre-Fulfillment Cancel Rate (PFCR). This resulted in a significant impact on his account health and eventual suspension.

Challenges Identified:

• High Order Defect Rate: Negative feedback and A-to-Z claims from customers raised the ODR above the permissible limit.

• Delayed Shipments: Operational inefficiencies and unresponsive logistics led to late deliveries.

• Frequent Order Cancellations: Inventory mismanagement caused higher PFCR rates.

• Customer Complaints: Poor response time to buyer inquiries further exacerbated customer dissatisfaction.

Steps Taken:

1. Root Cause Analysis:

• Analyzed performance reports to identify the specific metrics affecting account health.

• Reviewed customer feedback and complaints to address recurring issues.

2. Corrective Actions:

• Improved Order Management: Enhanced inventory tracking and fulfillment processes to minimize cancellations and delays.

• Customer Support: Set up a dedicated team to promptly address buyer inquiries and resolve complaints.

• Feedback Management: Engaged with dissatisfied customers to resolve issues and request feedback removal where appropriate.

3. Preventive Measures:

• Established a performance monitoring system to track key metrics daily and take corrective actions proactively.

• Partnered with multiple logistics providers to ensure timely deliveries.

• Regularly updated product listings to reflect accurate stock levels and minimize cancellations.

Plan of Action (POA):

The following POA was submitted to Amazon for reinstatement:

1. Acknowledgment: Rajat acknowledged the performance lapses that led to poor account health metrics.

2. Corrective Actions: Detailed the steps taken to improve inventory accuracy, optimize logistics, and enhance customer support.

3. Preventive Actions: Provided a roadmap for sustained improvement, including daily monitoring of key metrics and timely resolution of customer issues.

4. Commitment: Reaffirmed commitment to Amazon’s performance standards and customer satisfaction goals.

Outcome:

• Account Reinstated: Rajat’s account was reinstated within 7 days after submitting the POA.

• Improved Metrics: ODR reduced to 0.8%, LSR to 1.2%, and PFCR to 0.5%.

• Enhanced Customer Trust: With improved service and proactive communication, customer satisfaction levels increased significantly.

Client Testimonial:

"I thought my business was doomed when my account was suspended due to poor metrics. The team’s expertise in identifying the root causes and implementing actionable solutions helped me turn things around. I’m now better equipped to meet Amazon’s standards and provide excellent service to my customers."