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Wed Feb 3 2016 16:05:31

The Problem with Amazon Return Dissatisfaction Metric

By: Reader

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Dear Ina,
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 Buyers never check their spam boxes and it could be that the buyer has an outdated or another email address associated with their account that they never check.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. 
L.




Comments (5) | Permalink

Readers Comments

The Problem with Amazon Return Dissatisfaction Met   The Problem with Amazon Return Dissatisfaction Met

This user has validated their user name. by: eXtinctBay

Wed Feb 3 20:10:19 2016

On Amazon, the ''basic'' return policy is 30 days. But a customer can file an A to Z Guarantee claim for 90 days (and perhaps longer) if a seller refuses a return.

The unfair aspect, if these are allowed to count against one's metrics, is that most returns do not make buyers happy, regardless of the outcome.

WHO LIKES RETURNS? They cost the seller money most every time, and the buyer must take at least a bit of time to mail a package back.

They are an unfortunate inconvenience, but we do not live in a perfect world.

.....although most online selling sites would disagree!

The Problem with Amazon Return Dissatisfaction Met   The Problem with Amazon Return Dissatisfaction Met

by: Joey4711 This user has validated their user name.

Thu Feb 4 00:33:23 2016

What the writer isn't conveying or understand is Amazon doesn't care if the returns should be taken back or not.  They want you the seller to take them back and starting in March we understand the new return metric can get you suspended.  This is why it is set at 10% in our opinion because they know if you don't give the customer what they want whether right or wrong the chance of that customer coming back goes down so future revenue to the site goes down.  Yes the customer screwed you so what, the likelihood of them doing that to many people is low and if so Amazon will kick them in my view.

See think of it this way (I disagree) but in my view they believe like this.  Take the goods back whether they are open or not to damn bad, give a full refund. If you do this it costs us almost nothing and you get to pay.

The customer will purchase from us again, perhaps not you but who cares?  It is coming whether we like it or not but the days of you refusing returns is coming to an end me as well.

They are going to consider it the cost of doing business.  Be careful we believe automatic returns will be that automatic returns will be in effect next year, meaning if the buyer puts any reason such as defective item not as described it is coming back.

See Amazon knows we make good money on their site so they know the chance you of you leaving the site for having to take the Korrs bag back is little.  You can complain and I can complain but they don't care.  They make money by you taking returns because you take care of their customer and they get to keep a portion of their commission or at least they do with FBA it is a wonderful game.

This is what happens when their is a beast in the room and they have so much marketshare.  Get used to it...

The Problem with Amazon Return Dissatisfaction Met   The Problem with Amazon Return Dissatisfaction Met

by: Alex5512 This user has validated their user name.

Thu Feb 4 05:50:39 2016

I rarely get an a-to-z claim on any returns. When and if I do if it is over 30 days Amazon denies the case.
That is why Amazon made changes to their policies and was reported on the main seller central page as follows:

Changes to Seller Performance Metrics
Jan 26, 2016

On January 26, 2016, Amazon changed the way we calculate Order Defect Rate. Resolved claims that are denied no longer count as defects and we removed them from Order Defect Rate.

Selling in apparel is not easy on Amazon. We do email every returns authorization and we do have strict policies on the condition of every return in our returns authorization and it works for us. Our metrics other than returns dissatisfaction is .11% defect rate. No negative feedback since June, 2015.
Amazon tells us that they are trying this metric to help sellers. They have made no decisions at this time to keep this metric or to use it as a tool for them to rate sellers.  

The Problem with Amazon Return Dissatisfaction Met   The Problem with Amazon Return Dissatisfaction Met

This user has validated their user name. by: Rexford

Thu Feb 4 07:45:27 2016

*On Amazon, the ''basic'' return policy is 30 days.*

I guess we can all clearly see why eBay went to 30 day returns.  Still trying to be like Amazon, when trying to be like Amazon has ruined them.

The Problem with Amazon Return Dissatisfaction Met   The Problem with Amazon Return Dissatisfaction Met

This user has validated their user name. by: RKTOYS

Thu Feb 4 15:18:55 2016

Amazon sellers need to consider what they're getting for that 20% commission and if it's really worth it.
- a trickle of distant customers with anemic $4.49 shipping vouchers
- a "partner" that allows/encourages predators to prey upon you with no recourse
Thanks but no thanks.



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