Could anyone help?

Account Health Order Defect Rate
1

We attempted to reach you by phone to discuss the status of your Amazon selling account.

More than 1% of your recent orders have resulted in A-to-z claims. Your seller-fulfilled offers will be deactivated in 72 hours unless you provide the requested information to address this issue.

  • Why is this happening?

We have taken this measure because your Order Defect Rate has exceeded the target of 1% due to to one of the following reasons:

  1. Buyers not receiving orders or experiencing late receipt of orders
  2. Buyers receiving shipments that are damaged, incomplete, or lost because of improper packaging
  3. Buyers receiving incomplete orders.
  4. Complaints about unresponsive or poor customer service

The Order Defect Rate is the percentage of all orders that result in negative feedback, A-to-z Guarantee claims that are not denied, or credit card chargebacks, out of the total orders in a 60-day period. For more information, visit “Order Defect Rate”:

https://sellercentral-europe.amazon.com/gp/help/200285170

  • We’re here to help

Learn more by watching our 'Order Defect Rate

(ODR) overview’ video on Seller University:

https://sellercentral-europe.amazon.com/learn/courses?moduleId=09560da8-a87f-488c-840-d510f4dddfdf

If you have questions about this policy, the Account Health Support team is available 7 days a week.

2

Don’t you have the option to submit a quiz and acknowledge?

You need to quickly check your Account Health page. Once your account is deactivated, you will need to write a Plan of Action.

1 Like
3

As @Muhammad says, within the 72 hours, you should complete the quiz accessible through your Account Health page, which should clear the deactivation risk.