Order Defect Rate (ODR) Suspension:

Client Name: Priya Sharma
Location: Mumbai, Maharashtra

Case Overview:
Priya Sharma, an Amazon seller specializing in home appliances, faced account suspension due to a high Order Defect Rate (ODR) exceeding Amazon's threshold of 1%. The suspension was driven by:

1. High Return Rates: Multiple returns attributed to defective items or unmet customer expectations.

2. Negative Feedback: 15% of customers left 1-star reviews citing issues with product quality and delayed delivery.

3. A-to-Z Claims: Several claims were filed by buyers seeking refunds, alleging non-receipt or poor product quality.

Challenges Identified:

• Root Cause: A supplier's inconsistent quality control caused product defects.

• Lack of Communication: Delays in responding to customer complaints escalated issues to A-to-Z claims.

• Operational Errors: Late shipments and tracking errors further increased customer dissatisfaction.

Steps Taken:

1. Root Cause Analysis:

• Reviewed all affected orders to identify patterns in returns and complaints.

• Conducted supplier audits to ensure product compliance with quality standards.

2. Corrective Actions:

• Supplier Management: Replaced underperforming suppliers and implemented stricter quality checks.

• Inventory Updates: Removed defective stock from fulfillment centers.

• Shipping Improvements: Streamlined logistics processes to ensure timely delivery.

3. Proactive Customer Engagement:

• Reached out to affected customers with apologies and compensation (discounts/refunds).

• Addressed negative feedback by offering resolutions to dissatisfied buyers.

4. Preventive Actions:

• Enhanced product listing descriptions to set clear customer expectations.

• Implemented a customer service protocol to resolve issues within 24 hours.

• Enabled proactive notifications to buyers for shipment tracking and delays.

Plan of Action (POA):

The following POA was submitted to Amazon for reinstatement:

1. Acknowledgment: Priya acknowledged responsibility for high ODR and explained root causes.

2. Corrective Measures: Detailed steps to resolve past defects, improve quality, and enhance delivery timelines.

3. Preventive Steps: Outlined long-term measures to maintain an ODR below 1%.

4. Commitment: Provided assurance of compliance with Amazon’s seller performance standards.

Outcome:

• Account Reinstated: Within 5 days of submitting the POA, Priya’s account was reinstated.

• ODR Improvement: Reduced ODR to 0.5% by maintaining higher quality standards and proactive customer service.

• Sales Growth: Regained buyer trust, achieving a 20% increase in monthly sales.

Client Testimonial:

"The reinstatement process felt daunting, but the team’s expert guidance ensured my account was restored quickly. I’ve learned to manage quality and customer relations better, ensuring a seamless experience for buyers."