Regarding the new Amazon metrics for Return Dissatisfaction, I ran the report for these metrics in my Amazon account today. We are showing having 14% for 7 days and almost 44% for 30 and 60 days.
Amazon requires 10% or less. While this metric does not count against you at this time, we were told by Amazon that this metric was for the seller's use only.
The calculations on this metric is totally wrong and inaccurate. Of 14 total orders with a problem here was the situation:
One order claimed we never replied to their emails. We replied to EVERY EMAIL THEY SENT. Buyers never check their spam boxes and it could be that the buyer has an outdated or another email address associated with their account that they never check. WE did reply.
Eleven orders were invalid rejection. In checking each order, they were all requested after the 30 day return period. We rejected them because the return period was expired on these returns.
Amazon policies for extended Holiday Returns are in part:
Items shipped from sellers other than Amazon.com are subject to this same holiday return policy "unless otherwise stated in the seller's individual Return Policy".
You can view the Seller's return policy before you purchase an item by viewing the Returns and Refunds Policy section of the Seller's profile page.
Does Amazon even know their own policies? Does Amazon even follow their own policies?
We have had a policies page in place since 2008, forced to do so by Amazon at the time. Our polices are 30 day returns. The 11 return requests listed as dissatisfaction in our metrics were orders well past the 30 day return period.
The other order rejections (1) were for Michael Kors items that had been opened, taken out, packaging destroyed and carried or worn then return requested which we do not do for contractual reasons.
This is a nightmare.
Anyone selling on Amazon please make use the grey flags and click next to each metric to give your feedback on this metric.